IT Support and Training Officer

Job description

Job responsibilities

Aim of the Role

We are seeking an experienced IT Support and Training Officer to support the implementation of EMIS e-Hub licences and any other IT software and system support to general practices and Primary Care Networks (PCNs) across Havering. The successful candidate will be responsible for providing technical assistance, training, and support to end-users, troubleshooting software issues, and working collaboratively with other members of the Primary Care and Digital teams.

If you are an experienced IT Support and Training Officer who is passionate about supporting healthcare professionals in the implementation of EMIS e-Hub licenses and other clinical software systems, we encourage you to apply for this exciting opportunity.

We are conscious that the EMIS e-Hub may be a new license/software to you, however we are happy to support the training for the right candidate. You are welcome to contact us with any queries you may have ahead of the closing date.

Main Duties and Responsibilities

Lead the successful implementation of EMIS e-Hub licenses and other procured software to general practices and Primary Care Networks (PCNs) and providing support and training to practices and PCNs, ensuring that end-users are equipped with the knowledge and skills to use the software effectively.

Provide technical support to end-users for EMIS and other softwares, including troubleshooting, issue resolution, and escalating issues to other members of the providers support team when necessary. You will be the go-to person for any software-related issues and will be responsible for ensuring that end-users have a smooth and seamless experience.

Develop and deliver training programs for end-users, both one-on-one and in group settings, to ensure that they are proficient in using EMIS and any other procured software. You will have the opportunity to develop and customise training materials to suit the needs of different users and will be responsible for ensuring that end-users are confident in using the software.

Work collaboratively with other primary care colleagues and wider IT/Data leads to ensure that issues are resolved quickly and efficiently. You will have the opportunity to work with a team of passionate and experienced clinical and managerial professionals who will oversee the project performance and you will be responsible for ensuring that end-users receive a high level of service and support.

Stay up to date with the latest EMIS and other software releases and updates and provide guidance to end-users on best practices for software usage.

Provide feedback to designated leads on software usability and user experience. You will have the opportunity to influence the development of new features and functionality based on end-user feedback, and will be responsible for ensuring that the software meets the needs of end-users.

Communication and Engagement:

Work collaboratively and communicate clearly with Digital Transformation Leads, IT leads and Primary Care colleagues within Federation and with Practices and PCNs to foster a culture of working together and promote best practices across Havering.

To work as a flexible member of the Federation, providing support to other team members when necessary.

Build good relationships with all stakeholders involved across the Havering Borough Partnership and across NEL ICS, particularly IT and Data leads.

Represent the Federation at internal and external meetings in a professional manner and deputise as required.

Be a key member of the team as well as supporting effective communication and stakeholder management, both internally and externally

You are required to have highly developed communication skills with the ability to communicate on highly complex matters

Personal/Professional Development:

Propose changes to own area, informing policy and making recommendations for other projects, work streams and service delivery

You will consistently look to improve what you do, look for successful tried and tested ways of working, and seek out innovation and support others to do the same

Contribute to the review and development of existing information management systems.

The post-holder will participate in any training programme implemented by the Federation as part of this employment, such training to include:

- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

- Training may need to be undertaken outside of normal hours, and off site.

Person Specification

Skills and Abilities

Essential

• Please provide information against each criteria point below, how you meet the essential criteria for this role.
• Demonstrates values and behaviours that promote collaborative working
• Excellent oral and written communication skills
• Ability to think laterally, prioritise effectively and to present effectively to large audiences
• Ability to manage, organise and prioritise own workload and the teams to achieve deadlines
• Ability to self-motivate to achieve goals
• Excellent skills at partnership working
• Effective organisational skills
• Ability to understand and manage complex issues and environments

Knowledge

Essential

• Please provide information against each criteria point below, how you meet the essential criteria for this role.
• Experience with EMIS software or similar electronic medical record systems
• Strong communication and interpersonal skills, with the ability to work collaboratively with a diverse range of stakeholders
• Excellent problem-solving skills and attention to detail
• Awareness and experience of working to strict Confidentiality and Data Sharing Agreement policies.
• Ability to review and update existing or develop new policy and procedures in IT/Data Handling.
• Experienced in handling confidential information and understanding of GDPR, Information Governance and Data Handling.
• Experience in managing multiple tasks and priorities in a fast-paced environment
• Knowledge of IT, Clinical software and systems and technical issue resolutions
• Knowledge and understanding of the PCNs, General Practices and ICS/Partnership stakeholders
• Knowledge of project management principles and implementation of associated action plans.
• Strong understanding of government policy in relation to health and social care, IG, GDPR and Data Handling
• Knowledge of Data Sharing Agreements

Values, Behaviours and Other Requirements

Essential

• Please provide information against each criteria point below, how you meet the essential criteria for this role.
• Able to travel to PCN sites, practices, and other meeting places within Havering and across North East London when necessary
• Flexibility to work outside of usual working hours/days when required
• Flexible and comfortable with change
• Team player who has a commitment to team working
• Can work effectively with people, with diverse skills, abilities, and experience
• Ability to prioritise work and work to multiple deadlines
• Commitment to and focused on quality, promotes high standards in all they do.
• Consistently thinks about how their work can help and support clinicians and frontline staff deliver better outcomes for patients.
• Consistently looks to improve what they do, look for successful tried and tested ways of working, and seeks out innovation.
• Values diversity and difference, operates with integrity and openness.
• Works well with others, is positive and helpful, listens, involves, respects, and learns from the contribution of others.
• Actively develops themselves and supports others to do the same

Experience

Essential

• Please provide information against each criteria point below, how you meet the essential criteria for this role.
• Minimum of 2 years' experience in IT support and training, preferably in a healthcare setting
• Discretion when dealing with sensitive information and issues, full confidentiality imperative.
• Excellent IT skills, using databases and producing reports using EMIS or other clinical software and Microsoft Office and/or other tools such as NHS Dashboards
• Ability to work independently and meet deadlines
• Experience of managing and mentoring staff
• Ability to produce high level reports, project plans and quality and performance reports
• Experience of working within Primary Care including service provision within Primary Care and/or community care settings.
• Working with multiple stakeholders of all levels e.g. NEL IG and data leads, Provider and System Support teams

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

Havering Health Ltd

Address

170 Rush Green Road

Rush Green

Romford

Essex

RM7 0JU

Employer's website

http://haveringhealth.co.uk/ (Opens in a new tab)