Senior Digital Support Officer

Job description

Job responsibilities

Job Summary

The Senior Digital Support Officers support the implementation and effective use of digital tools in primary care and social care settings. They provide dedicated support to community pharmacies, social care providers, and other care settings across all SEL boroughs, as part of projects aimed at advancing care delivery through the adoption of innovative digital technologies.

Key Working Relationships

The post holder is required to establish and maintain constructive relationships with a broad range of internal and external stakeholder including but not restricted to:

The Primary Care team

Accountable Officer / Chair / Non-Executives / Executive Directors

South East London ICBs senior managers and wider workforce

Providers across South East London, including the GP Federations

GP practices across South East London

Community Pharmacies across South East London

Social Care providers across South East London

Local Authorities

Local Medical Committee

Department of Health

NHS England

Provider Trusts

Commissioning Support Units

Voluntary Sector Organisations

Contractors

Product and service suppliers

Patients and general public

ICS Digital team

Medicines Management Team

Key Responsibilities(This list is a broad reflection of current roles and responsibilities and not exhaustive. These may be subject to change in line with the needs of the service)

Business Change Management to support digital transformation

Working closely with primary care and social care settings to understand requirements to improve digitally and identify risks and barriers to the success of digital change programmes.

Assess the impact of change, conduct impact analyses, setting readiness, and identify key stakeholders to support digital transformation.

Develop and implement digital initiatives to enhance the efficiency, interoperability, and advancement of social care and community pharmacy services.

Act as a point of contact between organisations, leading collaboration between social care providers, community pharmacies and GP practices, facilitating shared learning, improving communication, and exploring opportunities for integrated digital working, while working to resolve conflicts and barriers to delivery.

Use strong knowledge of social care and pharmacy IT and digital tools (including EMIS Local Services, PharmOutcomes, NHSmail, Patient Access and other relevant systems) to design, deliver, and evaluate training, including developing supporting documentation.

Support digital transformation in community pharmacy, ensuring alignment with wider primary care initiatives, including improved electronic referrals, structured medication reviews, and NHS App integration.

Work closely with the Primary Care Commissioning team and borough delivery teams, providing subject matter expertise on pharmacy IT systems, social care digitisation and digital integration with general practice, and signposting them to wider support.

Identify operational challenges and propose process improvements, ensuring pharmacy and general practice teams are equipped to meet strategic digital objectives.

Support project managers and change leads in articulating the vision, objectives, and benefits of digital transformation to social care, pharmacy and GP teams.

Prepare presentation materials and respond to queries, ensuring clear and effective communication of digital initiatives.

Collaborate with project and clinical teams to identify and track the benefits of digital transformation across community pharmacies and primary care.

Project Management

Responsible for building and managing local mobilisation and training plans, ensuring social care providers, community pharmacy teams and GP practices are fully supported in adopting digital solutions and that outcomes are met within agreed timeframes. This could include medium to long term planning, monitoring, delivering, and evaluating of strategic projects or initiatives, using project management methodologies, within and across departments and organisations.

Help analysts and other programme colleagues develop current and future business processes, mapping out as is and to be scenarios to optimise the digital workflows within social care, community pharmacy and its integration with general practice.

Help colleagues define the user experience and design the end-to-end journey of service users and residents, ensuring that digital solutions enhance care provision, including pharmacy-led services, referrals, and interactions with GP practices, for a seamless patient experience.

Act as the liaison with local stakeholders to understand their needs, gather feedback, and support the capture and sharing of best practices, ideas, and activities that enhance the impact of digital transformation.

Track and mitigate programme and project level risks and issues, establishing formal escalation channels and ensuring appropriate action is taken to resolve challenges that may impact digital adoption across settings.

To be responsible for coordinating meetings within the portfolio of work, action tracking and minute taking as required.

To be responsible for structuring delivery oversight across the borough(s), ensuring the capture of information for meeting regular and ad hoc deadlines set.

On occasion there may be a requirement to organise borough level events to support stakeholder engagement.

Ensuring that all documentation and statistics are up to date and kept in an orderly manner and that security controls are satisfactory.

Carry out other duties as may be reasonably required, contributing to the overall success of digital transformation initiatives.

Improving quality and outcomes

To ensure that quality and outcomes are the focus of all change management work undertaken.

Contribute to the collation and demonstration of project / programme outcomes and benefits realisation across social care and primary care digital delivery.

With the Project Manager, lead the development of project reporting, action and outcome tracking, maintaining logs, recording risks, interdependencies, quality and other issues and developing management plans as appropriate.

Analytical and Judgemental

Provide project level analysis producing required project analysis documentation.

To have a good understanding of national and local data for adult social care and primary care, and how it can be used to identify quality improvements.

Lead for the individual portfolio, utilising data to report on progress at multiple levels such as borough and ICB levels.

Work with Data Analysts and Project Managers to provide expertise into the development of activity reporting for SEL digital programmes, including KPIs.

Work both independently and collaboratively using their business analytical/change skills and relevant health service knowledge of patient processes/workflow to achieve this.

Communication

Communicate effectively and supportively with internal and external stakeholders using tact, diplomacy, and sensitivity in both verbal and written communication, and escalating as needed.

Build and maintain strong relationships with stakeholders at all levels, adapting to diverse personalities and working styles to foster collaboration and drive engagement in digital transformation initiatives across social care, community pharmacy and primary care.

Support communication efforts by contributing to the design, development, delivery, and management of communications, ensuring that stakeholders are informed, engaged, and supported throughout digital transformation projects.

Research and Development

Develop and implement best practice business change management processes, ensuring digital transformation is effectively managed, scalable, and sustainable.

Work alongside borough change managers, project managers, and business analysts to solve complex challenges related to IT systems, digital adoption, and interoperability with GP practices, ensuring alignment with local and national digital strategies.

Actively support and contribute to the development of key performance indicators to assess the success of digital transformation initiatives within social care, community pharmacy and primary care.

Regularly undertake research on change facilitation practices, policies, and local, national IM&T developments.

Policy and Service Development

Collect and use feedback from customers and stakeholders helping to measure, develop and enhance effectiveness of customer and stakeholder management.

Investigate operational problems and opportunities, identifying effective business solutions through process improvements.

Maintain knowledge of Business Analysis specialisms and techniques; provides advice and guidance in these areas.

Analyse national legislation and policy to inform business change requirements and delivery models in the development of national systems/services.

Undertake activities to develop, implement, and support realistic Continual Service Improvement Plans.

Create, review and implement processes and procedures to ensure alignment with changing business requirements.

Review new process maps to ensure they meet expectations of all stakeholders.

Financial and Physical Resources

There is no specific budget management responsibility for this postholder but is required to contribute to the financial delivery of the agreed portfolio.

Be aware of and sometimes manage the cost implications of failures or incorrect technical and business designs/decisions.

Support discrete work streams on behalf of the Manager, as assigned

Safe use of own and others IT equipment.

Mobility

The post holder is contracted to work at any appropriate South East London ICB office as necessary.

Travel to other sites as required.

Person Specification

Qualifications

Essential

• Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area

Experience

Essential

• Evidence of success in efficient and effective change / digital transformation project and programme implementation in
• recent role particularly within social care, community pharmacy, primary care, or related healthcare settings.
• Evidence of strong facilitation skills, including the ability to lead training sessions, workshops, and collaborative discussions between community pharmacies, GP practices, and other stakeholders.
• Recent experience working with at least one social care, community pharmacy or primary care IT/digital tools, e.g. EMIS Local Services, PharmOutcomes, NHSmail, Patient Access, and other relevant digital tools.
• Knowledge and experience of mobilising IT and Digital projects in Social Care/Primary Care and/or community pharmacy.
• Experience of working with and managing a wide range of stakeholders.
• Possess a high degree of accuracy and attention to detail, with an ability to analyse and interpret complex facts or situations, including where information is conflicting and drawn from multiple sources.
• Ability to develop data reporting and draft reports and briefing papers for various stakeholders in different formats.
• Demonstrated capability to act upon incomplete information, using experience to make inferences and make decisions.
• Experience of setting up and implementing internal processes and procedures.
• Ability to provide, receive and convey complex, sensitive and/or contentious information.
• Clear communicator with excellent training, writing, report development skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for a diverse audience.
• Present, articulate and demonstrate information to a large and often high-level audience in a manner that fosters engagement and stakeholder buy-in.
• Demonstrate a strong desire to improve performance and make a difference by focusing on goals.
• Good project management skills, including managing risk registers and monthly reporting, with the ability to plan and deliver outcomes and benefits on multiple projects at the same time.
• Excellent organisational skills, with the ability to prioritise own work effectively and be able to direct activities of others, seeking guidance where required.
• Ability to engender trust and confidence and demonstrate integrity and professionalism in the provision of advice and support.
• Ability to work on own initiative and organise own workload without supervision, working to tight and often changing timescales.
• Ability to work professionally and flexibly as part of a team, providing support to colleagues where necessary.
• Good knowledge of Microsoft Office - proficient in MS office such as Excel, PowerPoint, Teams, SharePoint etc.
• Adaptability, flexibility and ability to cope with uncertainty, change and a busy environment, problem solving to find the best solutions to progress.
• Able to demonstrate commitment to self-development.

Desirable

• A good understanding of the health and social care environment and roles, responsibilities and relationships between organisations such as social care providers, community pharmacies, GP practices, ICB, and NHS England.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Bexley Health Neighbourhood Care CIC

Address

160 Tooley Street

London

SE1 2TZ

Employer's website

https://www.bhnc.org.uk/ (Opens in a new tab)