Clinical Systems Helpdesk Officer | NELFT NHS Foundation Trust
| Posting date: | 30 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,147 - £27,596 per annum plus HCAS |
| Hours: | Full time |
| Closing date: | 30 May 2024 |
| Location: | Rainham, RM13 8EU |
| Company: | North East London NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6261931/395-CC244-24 |
Summary
Do you want to be part of an innovative organisation that is committed to delivering the best care by the best people? We are looking to appoint people who are as passionate about high quality care as we are.
We currently have an exciting opportunity to join the Clinical Systems Helpdesk as a band 4 Clinical Systems Helpdesk Officer.
You will be joining an experienced team providing high volume telephone and email support to staff across the trust in a helpdesk based, fast paced, customer service environment.
This is a permanent contract, based at NELFT Head Office, at CEME centre, Rainham, Essex. The post holder will be expected to be onsite a minimum of 2 days per week.
Here at NELFT, embracing a Just and Compassionate Culture is our commitment to our colleagues and to our patients that we will support and promote a culture based on fairness, respect, honesty, and trust, ensuring that we have consistent leadership behaviours and styles across the Trust.
Our vision is to create an engaging place to work in partnership, where we value diverse perspectives and work in an environment in which you feel valued, supported, understood, and developed. Our professional relationships are built on a foundation of mutual respect, trust and honesty.
We are committed to welcoming and making everyone feel valued here at NELFT.
The post holder will be providing first line technical support for all EPR incidents reported by NELFT staff to the Rio Clinical Systems Service Desk. The role will provide on-site telephone call and email support to users in a helpdesk environment, as well as assisting face-to-face walk-in clients.
The post holder will be required to engage in frequent periods of high volume telephone support calls through the helpdesk, along side the rest of the team, working to service KPIs and SLAs.
The post holder will ensure that services are of a high standard in order to comply with appropriate governance standards and facilitate the delivery of high quality patient care.
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
High Cost Area Supplement
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436).
COVID-19 Vaccination
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.
We reserve the right to close this vacancy early should sufficient applications be received.
Key Responsibilities:
• Support users across the Trust and undertake Clinical Systems helpdesk duties by providing effective 1st line end-user telephone, email & self-service support for the systems.
• Be able to deal with high volumes of calls and queries from service users.
• Communicate with clinical and administration staff via the helpdesk regarding Rio, SystmOne, CareDoc, EPR and RA issues. Provide relevant and timely specialist advice and guidance to staff on EPR functional and information matters, e.g. subject access requests, sharing of information, legitimate relationships, consent to share, Registration Authority.
• Communicate with clinical and administration staff via the helpdesk regarding Clinical Systems and Information Management developments and requirements, changes and initiatives.
• Keep up-to-date with guidance provided on the usage of Clinical Systems to ensure advice and guidance given is accurate.
• Ensure staff queries about the use of Clinical Systems are answered in line with Trust guidance and governance requirements.
• Ensure all communication with staff contacting the Helpdesk is courteous, timely and helpful. Maintain a professional demeanour and deliver “client-focused” support in line with the Trust values.
• Support the senior team members in the day-to-day activities required for the smooth running of the Clinical Systems team.
• Provide first line support on the Clinical System Applications, including configuration changes, escalations etc.
• Register staff/sponsors and distribute smartcards in accordance with Registration Authority Policies and procedures.
• Develop expert skills in the service administration of Clinical Systems in order to resolve functional issues and user errors for clinicians contacting the Helpdesk. Engage proactively with all clients in order to prevent reoccurring errors.
• Ensure comprehensive logging of tickets and timely resolution of issues.
• Take ownership of incidents, service requests and problem management where necessary.
• Escalate all appropriate issues to the Deputy EPR Systems Lead.
• Perform system administration to achieve data quality and contribute to statutory reporting processes.
• Run regular random access audits on system usage and assist when required with the Annual Trust Health Record Audit.
• Create and update documentation in line with departmental guidelines.
• Maintaining exemplary standards of professional and general conduct with regard to handling complex and sensitive data. Ensuring compliance with the Data Protection Act 1998 and Caldecott Guidelines at all times.
• Undertake any training courses provided internally and externally related to the duties of a Rio Helpdesk Officer.
• Work alongside various teams within the Informatics department, keeping team members up-to-date as and when required. Actively take part in departmental discussions and developments.
• Provide short-term cover for colleagues during periods of leave.
• Be aware of and abide by Trust policies across the whole business.
• Ensure that the service desk environment is kept clean, tidy, safe and fit for purpose.
• Be available to be onsite a minimum of 2 days per week.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.
This advert closes on Tuesday 14 May 2024