Patient Systems Officer

Job overview

Close work with Project Teams will ensure a smooth transition of new systems into the business as usual workflows.

1. To provide general clinical application support to service users using most appropriate method of communication ie Teams, F2F or telephone.
2. To monitor and maintain all helpdesk calls logged on the portal and respond to users within agreed SLAs
3. To work closely with Helpdesk team to ensure they are kept up to date with relevant changes.
4. To diagnose issues and resolve where able. Escalation of issues to relevant team members, third party suppliers where appropriate

Working for our organisation

Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.

We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George’s University Grenada, and for nursing and midwifery students from Middlesex and City Universities.

Take a tour of our hospital here

Detailed job description and main responsibilities

1. To provide general clinical application support to service users using most appropriate method of communication ie Teams, F2F or telephone.
2. To monitor and maintain all helpdesk calls logged on the portal and respond to users within agreed SLAs
3. To work closely with Helpdesk team to ensure they are kept up to date with relevant changes.
4. To diagnose issues and resolve where able. Escalation of issues to relevant team members, third party suppliers where appropriate
5. To prioritise helpdesk calls according to the severity of the problem in line with agreed IT services resolution priorities.
6. To record and maintain progress of faults and update users at regular intervals
7. To liaise with suppliers, users and IT staff and carry out testing required ensuring a speedy resolution to problems.

1. Raise tickets with relevant suppliers using portals or helpdesks where appropriate
2. To provide applications support administration – security and access control (RBAC)
3. Respond to user requests for system changes, routing the request through the appropriate channels for authorisation
4. Carry out impromptu testing on specific functions as directed by the Config and Test team.
5. Maintenance of user accounts, ensuring accounts are disabled and activated in line with IG procedures.
6. To maintain accurate records on PAS including the addition and removal of users and HCPs.
7. Notify all relevant teams within the Trust of the addition of Consultants or changes to the core config which may impact their activity, eg Coding and Costings teams.
8. Regular liaison with other internal teams such as Informatics, Coding, DQ, RTT, keeping them up to date with changes to the system.
9. To grant access to relevant systems with appropriate level of authorisation from managers eg, access to HIE, Careflow Connect etc.
10. Working with services to address any system issues and contribute to the improvements to the system to support improved user experience for the benefit of the patient.

1. To take responsibility for workload and deadlines, ensuring tasks are completed in accordance with overall Workload plans and Service Level Agreements.
2. Actively participate in team meetings and provide support and assistance to other team members sharing knowledge and experience.

1. To keep up to date with operational developments throughout the hospital, highlighting any changes, which may have an impact on the way in which data is collected on patient systems.
2. To keep up to date with working practices (and changes therein) in order to support and/or train users of systems effectively
3. To keep up to date with IT work plans, and the team’s contribution to the directorate. To keep up-to-date with Information Governance and advising users of its impact in relation to the use of systems.
4. To contribute to the development of policies and practices in order to continually improve the service.
5. To communicate with all levels of staff across the Trust in a professional and respectful manner.
6. To assist in ensuring high Data Quality to ensure that Trust targets are met and standards are sustained.
7. To ensure all mandatory training is kept up to date.
8. Undertake training as necessary in line with the development of the post and as agreed with the line manager as part of the personal development process.
9. Achieve and demonstrate agreed standards of personal and professional development within agreed timescales.

Person specification

Attribute/Skills

• Education and qualifications - Knowledge of a range of IM&T areas acquired through qualification to degree or equivalent level or relevant experience Knowledge and experience of the use of IT in healthcare.
• Skills and abilities - Provides and receives information on IT matters which may be complicated; provides training in own area of expertise. Analyses situations / information to identify and resolve a range of problems e.g. computer system errors, user, computer or programme problems, data errors, identify and analyse sources of variations, errors in information reports. Planning tasks and activities which may require adjustment due to variable workload / interruptions. Inputting and manipulating data, information into computer databases, system; uses fine tools when working on IM&T systems Makes proposals on IM&T systems, reports and training policies. E.g. The use of different equipment/software/web technology, reporting methods, training practices which have an impact on own and other areas. Responsible for the proper and safe use of IT equipment by users; responsible for expensive IT equipment and software Interprets data, creates reports; designs, develops or programs and maintains computer systems; maintains user IT accounts and system rights; maintains computer hardware. e.g. desktops, cabling, servers, printers; Modification or creation of aspects of information systems or hardware. E.g. Changing modules within a reporting system, IT systems. Testing of IM&T systems proposed for use within the organisation, including applications and hardware Required to act independently within appropriate guidelines, deciding when it is necessary to refer to their manager. Concentration required when checking information and when answering queries from staff, customers; there may be interruptions to deal with for example computer failures / Requirement to concentrate for long periods when analysing data, developing systems, finding ‘bugs’ in computer systems. Ability to relate appropriately to various professional groups.
• Experience - Experience of working within a customer focused and service environment. Working with staff at all levels across a multidisciplinary team in a variety of environments. Knowledge and experience of System C Careflow products.
• Personal qualities - Ability to work with a minimum of supervision and act independently within defined areas. Flexible attitude to meet the needs of the service. Demonstrates team player attributes including being approachable, friendly and helpful to all colleagues. Demonstrate best practice in all aspects of PC use.
• Values - Demonstrable ability to meet Trust values

• PRINCE 2 Foundation qualification in Project Management