Job summary
The post holder is a key member of the System Support Team and is responsible for the technical support of the London Care Record (LCR) / Health Information Exchange (HIE) system. The LCR Support Analyst will:
Ensure that all systems are interfaced appropriately to the HIE, improving data quality, avoiding duplicate data entry and saving valuable clinical and administrative time.
Identify technical and process needs, provide recommendations for appropriate solutions associated to the development and expansion of the HIE.
Provide database management for the HIE solution and manage file transfer and integration related to the system.
Main duties of the job
To provide first and second line support for the Trust's HIE system and any other key applications which are supported by the team.
To be responsible for all Support Tickets, allocated to them as appropriate and ensuring compliance with SLAs and KPIs.
To undertake specific system administration activities to ensure the smooth running of key systems including producing regular KPI.
The post holder will be expected to participate in HIE Integration projects, and act as the Trusts HIE integration technology expert internally and externally.Ensure that all developments and changes are fully documented, and auditable and changecontrol policies are adhered to.
To be responsible for ensuring that systems are changed to meet new requirements.
To develop new, transitional and migration plans to optimise data sharing connections for the HIE with the use of FHIR, HL7 technologies aligned to the London Data Strategy.
In conjunction with the Senior LCR Support Analyst manage and action all requests for change building new functionality as required.
Assist with identifying new training needs and support the development of appropriate materials to support and encourage change or improvement
Monitor system performance, user levels and other KPI's as directed by the System Team Manager.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
To provide in-depth specialist knowledge of key LGT managed IT systems. To ensure that Lewisham and Greenwich systems are maintained to a very high standard at all times, taking a particular interest in developing own knowledge of how systems work and their potential to benefit the Trust.To receive prioritise and resolve HIE Service issues using the IT Service Desk systemensuring logs are closed within specific timeframes or escalating to another division of the IT Department.To apply high level specialist knowledge and logic to trouble shooting problems ensuring the relevant personnel are involved or consulted for advice to resolve problems thoroughly and quickly.To take ownership and lead on the resolution of issues impacting on HIE operational workflow and patient pathway processes. To ensure good communication and working relationships with the relevant personnel to keep them informed of progress or outstanding problems.To undertake root cause analysis of complex issues and devise system configuration, workflow or process changes.To liaise with the line manager regarding recurring problems and assist with identifying and implementing long-term solutions.To liaise with HIE Systems suppliers on a regular basis to identify problems with software highlighted by Trust staff.To help to develop processes, policies and procedures, particularly HIE documentation, to ensure robust management of systems within IT Department.To provide specialist site specific knowledge and feedback to HIE Suppliers and participate in system design and change process activities linked to the development of the HIE service at Lewisham and Greenwich.To participate and co-ordinate the testing of new software releases and updates and highlight problems which need to be escalated to Systems suppliers.To test other systems or functions when needed and manage faults through to resolution.To regularly maintain and update the key master files and tables associated with the day-to-day operations of the HIE System.To work without supervision and prioritise queries, incorporating departmental policies and procedures.To able to work under pressure with constant interruptions and constantly prioritise workload in line with the need of the Lewisham and Greenwich site.To liaise with the line manager on new ideas to improve the service.Work as the liaison between the local health communities and the IT team.Proactively promote the use of HIE within the Trust and local health communities, ensuring medical engagement in the system.Demonstrate to user groups how HIE can enable the Trust to meet its targets and plans for patient care/patient choice.The post holder will: Deliver HIE support to users and support upgrades including assisting with testing.LGT Feb 2022 Ensure faults are fixed within timescales defined by the Trusts SLA meeting required KPIs. Effectively monitor the HIE supplier. Ensure business continuity plans are in place. In conjunction with Service Leads develop service specific Standard Operating Procedures (SOPS). Contribute to the development of policies and procedures that support HIE. Plan and implement delivery of HIE configuration work packages as assigned by the HIE System Manager. Work closely with IT colleagues to achieve the overall aims of the department.Work force Supervise the HIE team staff as required. Ensure that working practice complies with the Trust's policies and procedures for Data Protection, Confidentiality and Health and Safety ensuring the environment in which you and other staff work is safe, clean and tidy. Observe and continually promote equal opportunities in compliance with the Trust's policies on Equality and Diversity and Dignity at Work. Ensure the benefits to patients are maximised through careful, economical and appropriate use of NHS resources including equipment, property, money, time, etc
Job description
Job responsibilities
To provide in-depth specialist knowledge of key LGT managed IT systems. To ensure that Lewisham and Greenwich systems are maintained to a very high standard at all times, taking a particular interest in developing own knowledge of how systems work and their potential to benefit the Trust.To receive prioritise and resolve HIE Service issues using the IT Service Desk systemensuring logs are closed within specific timeframes or escalating to another division of the IT Department.To apply high level specialist knowledge and logic to trouble shooting problems ensuring the relevant personnel are involved or consulted for advice to resolve problems thoroughly and quickly.To take ownership and lead on the resolution of issues impacting on HIE operational workflow and patient pathway processes. To ensure good communication and working relationships with the relevant personnel to keep them informed of progress or outstanding problems.To undertake root cause analysis of complex issues and devise system configuration, workflow or process changes.To liaise with the line manager regarding recurring problems and assist with identifying and implementing long-term solutions.To liaise with HIE Systems suppliers on a regular basis to identify problems with software highlighted by Trust staff.To help to develop processes, policies and procedures, particularly HIE documentation, to ensure robust management of systems within IT Department.To provide specialist site specific knowledge and feedback to HIE Suppliers and participate in system design and change process activities linked to the development of the HIE service at Lewisham and Greenwich.To participate and co-ordinate the testing of new software releases and updates and highlight problems which need to be escalated to Systems suppliers.To test other systems or functions when needed and manage faults through to resolution.To regularly maintain and update the key master files and tables associated with the day-to-day operations of the HIE System.To work without supervision and prioritise queries, incorporating departmental policies and procedures.To able to work under pressure with constant interruptions and constantly prioritise workload in line with the need of the Lewisham and Greenwich site.To liaise with the line manager on new ideas to improve the service.Work as the liaison between the local health communities and the IT team.Proactively promote the use of HIE within the Trust and local health communities, ensuring medical engagement in the system.Demonstrate to user groups how HIE can enable the Trust to meet its targets and plans for patient care/patient choice.The post holder will: Deliver HIE support to users and support upgrades including assisting with testing.LGT Feb 2022 Ensure faults are fixed within timescales defined by the Trusts SLA meeting required KPIs. Effectively monitor the HIE supplier. Ensure business continuity plans are in place. In conjunction with Service Leads develop service specific Standard Operating Procedures (SOPS). Contribute to the development of policies and procedures that support HIE. Plan and implement delivery of HIE configuration work packages as assigned by the HIE System Manager. Work closely with IT colleagues to achieve the overall aims of the department.Work force Supervise the HIE team staff as required. Ensure that working practice complies with the Trust's policies and procedures for Data Protection, Confidentiality and Health and Safety ensuring the environment in which you and other staff work is safe, clean and tidy. Observe and continually promote equal opportunities in compliance with the Trust's policies on Equality and Diversity and Dignity at Work. Ensure the benefits to patients are maximised through careful, economical and appropriate use of NHS resources including equipment, property, money, time, etc
Person Specification
Qualifications and Training
Essential
- Educated to degree level or equivalent experience
Experience
Essential
- Participation and understanding of change management linked to the deployment of IT systems.
Desirable
- NHS Experience
- NHS Systems Knowledge significant' experience in systems support
- In depth knowledge of Cerner.
Knowledge
Essential
- Microsoft Office
- Good keyboard skills
- Good customer care attitude
- Good problem solving and negotiating skills
- Ability to communicate effectively with health professionals on different levels
- Ability to express complex issues both orally and in writing in an easily understood manner for a range of audiences.
- Ability to deal with conflicting views from service users
- Knowledge of Data Protection Act and Information Governance
- Self-motivated
- Flexibility in approach to work
Desirable
- Knowledge and experience of healthcare
- Cerner build experience
- Experience of Cerner Millennium and HIE
Person Specification
Qualifications and Training
Essential
- Educated to degree level or equivalent experience
Experience
Essential
- Participation and understanding of change management linked to the deployment of IT systems.
Desirable
- NHS Experience
- NHS Systems Knowledge significant' experience in systems support
- In depth knowledge of Cerner.
Knowledge
Essential
- Microsoft Office
- Good keyboard skills
- Good customer care attitude
- Good problem solving and negotiating skills
- Ability to communicate effectively with health professionals on different levels
- Ability to express complex issues both orally and in writing in an easily understood manner for a range of audiences.
- Ability to deal with conflicting views from service users
- Knowledge of Data Protection Act and Information Governance
- Self-motivated
- Flexibility in approach to work
Desirable
- Knowledge and experience of healthcare
- Cerner build experience
- Experience of Cerner Millennium and HIE
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.
