Job 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.
Main duties of the job
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.
About us
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.
Job description
Job responsibilities
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.
Job description
Job responsibilities
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.
Person Specification
Trust Values
Essential
- Demonstrating knowledge of 5 P's and how they apply to their role
Communication & Relationship Skills
Essential
- Excellent verbal and written communication skills
- Excellent interpersonal skills; communicates effectively at all levels with a variety of internal and external individuals, including clinicians
- Must be able to provide and receive complex, sensitive or contentious information
- Explains concepts to colleagues and non-technical audiences in clear, concise language
- Significant experience of working in an helpdesk/customer support environment, and providing a high level of customer service
- Ability to use informed persuasion to influence others
- Works well in a team
Knowledge, Training & Experience
Essential
- Educated to diploma level or equivalent qualifications/ experience
- Excellent IT skills, especially Microsoft Office, Outlook, Word, Excel and PowerPoint
- Customer services or Helpdesk training or equivalent experience
- Extensive experience of working with either a health record keeping system or data recording system
- Experience of RiO system administration
- Minimum 1 year's experience in an administrative/data entry role
- Knowledge of Registration Authority Policies and Process from creation to implementation
- Knowledge of various patient, data information/IT systems used within the NHS
- Knowledge of ticket logging systems and exposure to incident and problem management
- Evidence of post qualifying and continuing professional development
Desirable
- (ITIL) accreditation at Foundation level (or higher)
Analytical & Judgemental Skills
Essential
- Problem solving skills and the ability to respond to unexpected demands
- Ability to analyse complex facts and situations and develop a range of options
- Strong & methodical approach to troubleshooting technical issues
- Adaptability, flexibility and ability to cope with uncertainty and change
Physical skills & Patient care
Essential
- Standard keyboard use; high accuracy levels
- Experience of assisting patients/ clients/ relatives during incidental contacts
- Be responsible for the proper and safe use of IT equipment by one's self, colleagues and users
Policy & Service Development Implementation
Essential
- Implements IM&T policies for own area; proposes changes to IM&T user working practices and procedures
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
Information Resources
Essential
- Experience of managing and maintaining information systems and adaptation or modification of systems to meet changing requirements/ specifications, e.g. user IT accounts and system rights
- Experience of summarising and manipulating data and creating and maintaining documentation and reports
- Good understanding of confidentiality and data protection, experience of working with highly confidential material
- Experience of undertaking R&D activity as a requirement of the role, e.g. undertaking surveys, audits of data quality or research
Freedom to Act
Essential
- Works to agreed objectives and is given freedom to do this in own way within the parameters of broad professional or organisational policies
- Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
Effort
Essential
- A combination of sitting, standing and walking
- Frequent concentration required when checking information, answering queries from staff, processing and maintaining data
- Occasional exposure to emotional situations in the workplace, i.e. involving distressed colleagues or service users
- Used to working in a busy environment
- Be able to travel effectively throughout the Trust
Person Specification
Trust Values
Essential
- Demonstrating knowledge of 5 P's and how they apply to their role
Communication & Relationship Skills
Essential
- Excellent verbal and written communication skills
- Excellent interpersonal skills; communicates effectively at all levels with a variety of internal and external individuals, including clinicians
- Must be able to provide and receive complex, sensitive or contentious information
- Explains concepts to colleagues and non-technical audiences in clear, concise language
- Significant experience of working in an helpdesk/customer support environment, and providing a high level of customer service
- Ability to use informed persuasion to influence others
- Works well in a team
Knowledge, Training & Experience
Essential
- Educated to diploma level or equivalent qualifications/ experience
- Excellent IT skills, especially Microsoft Office, Outlook, Word, Excel and PowerPoint
- Customer services or Helpdesk training or equivalent experience
- Extensive experience of working with either a health record keeping system or data recording system
- Experience of RiO system administration
- Minimum 1 year's experience in an administrative/data entry role
- Knowledge of Registration Authority Policies and Process from creation to implementation
- Knowledge of various patient, data information/IT systems used within the NHS
- Knowledge of ticket logging systems and exposure to incident and problem management
- Evidence of post qualifying and continuing professional development
Desirable
- (ITIL) accreditation at Foundation level (or higher)
Analytical & Judgemental Skills
Essential
- Problem solving skills and the ability to respond to unexpected demands
- Ability to analyse complex facts and situations and develop a range of options
- Strong & methodical approach to troubleshooting technical issues
- Adaptability, flexibility and ability to cope with uncertainty and change
Physical skills & Patient care
Essential
- Standard keyboard use; high accuracy levels
- Experience of assisting patients/ clients/ relatives during incidental contacts
- Be responsible for the proper and safe use of IT equipment by one's self, colleagues and users
Policy & Service Development Implementation
Essential
- Implements IM&T policies for own area; proposes changes to IM&T user working practices and procedures
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals
Information Resources
Essential
- Experience of managing and maintaining information systems and adaptation or modification of systems to meet changing requirements/ specifications, e.g. user IT accounts and system rights
- Experience of summarising and manipulating data and creating and maintaining documentation and reports
- Good understanding of confidentiality and data protection, experience of working with highly confidential material
- Experience of undertaking R&D activity as a requirement of the role, e.g. undertaking surveys, audits of data quality or research
Freedom to Act
Essential
- Works to agreed objectives and is given freedom to do this in own way within the parameters of broad professional or organisational policies
- Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
Effort
Essential
- A combination of sitting, standing and walking
- Frequent concentration required when checking information, answering queries from staff, processing and maintaining data
- Occasional exposure to emotional situations in the workplace, i.e. involving distressed colleagues or service users
- Used to working in a busy environment
- Be able to travel effectively throughout the Trust
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
