Job summary
The Digital Optimisation Officer is a key role within N3i, providing clinical and business application support to customers across Health and Care in the Humber and North Yorkshire region.
Working within a supportive team, the post holder will have a friendly, customer focussed attitude, prioritising efficiency and customer satisfaction.
Main duties of the job
As a Digital Optimisation Officer, your primary responsibility will be to deliver effective ongoing support for clinical systems used by General Practice and Primary Care teams. By optimising these systems, you will enable practices and other stakeholders to deliver efficient and high-quality care.
The successful candidate will lead on configuration and future development of clinical systems by acting as a specialist in the use of clinical applications such as (but not limited to) SystmOne, EMIS, E-Referral Service, Electronic Prescribing Service, GP2GP, Accurx, etc.
The role includes second-line application support working to the Digital Optimisation Training and Support (DOTS) service desk. This will involve investigating and resolving issues related to General Practice and Primary Care clinical systems, as well as coordinating and delivering training sessions.
As part of the DOTS team the post holder will provide specialist support to several digital projects and initiatives including GP Practice merges and Clinical System Migrations, as well as regional programmes such as Digital First Primary Care.
About us
N3i offers a combination of technical expertise and strong customer service skills to deliver an industry leading IT support service to our customers across the region. The IT support service is provided from our state-of-the-art facilities at The View, Bridgehead Business Park, Hessle.
You will be working within a friendly multi-disciplinary team within a fast moving and dynamic environment that will see you working with staff across the organisation and with a range of external partners. This is a great opportunity to help shape the future for N3i
Job description
Job responsibilities
The role will also involve 1st line application support and helping to managing an incoming call queue.
DUTIES AND RESPONSIBILITIES
Communication
- Can communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner.
- The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful, and friendly attitude at all times.
- Provide a wide range of remote and face-to-face IT support to customers, Identifying, troubleshooting, and fixing any issues and problems.
- To act as a liaison with partnership organisations and suppliers of Clinical Systems.
- To feedback potential training requirements and needs to the N3i DOTS team.
- Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations.
- Provide input to meetings and workshops, sharing knowledge, working together and providing training where necessary to ensure the best service possible is provided.
- Report any security breaches or incidents in accordance with the organisations incident reporting policies.
- Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers to deliver a high quality, standardised IT culture to achieve local requirements and national targets.
- To deal with any incoming mail (including electronic mail) opening, prioritising, responding, circulating appropriately with the remit of own authority.
- Process messages and deal with enquiries via the telephone, face to face or electronically as appropriate and take the necessary action.
Analytical Tasks
- Analyse systems and information to identify and resolve a wide range of problems in relation to hardware and software (both clinical and non-clinical) errors.
- To act as a point of contact for Clinical Safety incidents, working with the Clinical Safety Team and 2nd /3rd Line Teams.
- To proactively manage to resolution any IT Service Desk incidents that are Clinical Safety Incidents, using our systems, ensuring resolution within agreed service level agreements and minimise the impact on patient care.
- To be aware of current Disaster Recovery Plans and escalation points in relation to these.
- To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication & security information to any other party (internal or external).
- Be familiar with the organisations Business Continuity Plan (BCP) and personal responsibilities within where applicable.
Planning and Organisational Skills
- Plan tasks and activities that may require adjustments to priorities due to a varying workload and interruptions.
- Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting of incidents.
- Manage and support the implementation of projects.
- To establish and maintain accurate and up-to-date documentation ensuring records are available as and when required.
Physical Skills
- The post requires developed physical skills to fulfil duties in a role where there is a specific requirement for speed and accuracy. The post holder will possess keyboard skills and manipulation critical data and information with narrow margins for error.
Policy and Service Development Implementation
- Required to follow organisational policies and implement policies in relation to IT systems.
- Support with the development of clear documentation for use by other members of staff including customers.
Responsibility for Financial/Physical Resources
- Liaise with external agencies, suppliers and contractors for support purposes.
- Support the evaluation and procurement of suitable IT hardware and software
Responsibility for Human Resources
- Assist in supervising and training of members of teams and apprentices as required.
- On occasion the post holder may be required to work unsociable hours to support and/or enable the delivery of key programmes or projects.
Responsibility for Information Resources
- Responsible for maintaining all electronic and manual filing systems ensuring ease of access for retrieval, filing of data, records and documents on a daily basis.
- Ensure that a high level of accuracy is maintained in all information systems held by the IT team, for example the Asset management system and documentation.
Responsibility for Research and development
- Supports the testing and adaption of IT systems and applications to enable service delivery.
- Will required to work within standard operating procedures
Knowledge, Training and Experience
- Undertake training and development to enhance existing skills, as and when required by line manager.
- Produce training materials.
- Deliver training.
- Be able to communicate complex information at all levels of the organisation including understanding speech and languages difficulties either on the telephone or face to face.
- Ability to communicate with customers and external organisations complex analytical information.
- Required to use specialist software tools for the manipulation of data.
This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organisational and service needs and wherever possible change will follow consultation with the post holder
Job description
Job responsibilities
The role will also involve 1st line application support and helping to managing an incoming call queue.
DUTIES AND RESPONSIBILITIES
Communication
- Can communicate technical matters which may be complicated to staff, customers and other audiences in an understandable manner.
- The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful, and friendly attitude at all times.
- Provide a wide range of remote and face-to-face IT support to customers, Identifying, troubleshooting, and fixing any issues and problems.
- To act as a liaison with partnership organisations and suppliers of Clinical Systems.
- To feedback potential training requirements and needs to the N3i DOTS team.
- Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations.
- Provide input to meetings and workshops, sharing knowledge, working together and providing training where necessary to ensure the best service possible is provided.
- Report any security breaches or incidents in accordance with the organisations incident reporting policies.
- Act as an ambassador for the IT Service by developing and maintaining excellent working relationships with colleagues and customers to deliver a high quality, standardised IT culture to achieve local requirements and national targets.
- To deal with any incoming mail (including electronic mail) opening, prioritising, responding, circulating appropriately with the remit of own authority.
- Process messages and deal with enquiries via the telephone, face to face or electronically as appropriate and take the necessary action.
Analytical Tasks
- Analyse systems and information to identify and resolve a wide range of problems in relation to hardware and software (both clinical and non-clinical) errors.
- To act as a point of contact for Clinical Safety incidents, working with the Clinical Safety Team and 2nd /3rd Line Teams.
- To proactively manage to resolution any IT Service Desk incidents that are Clinical Safety Incidents, using our systems, ensuring resolution within agreed service level agreements and minimise the impact on patient care.
- To be aware of current Disaster Recovery Plans and escalation points in relation to these.
- To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication & security information to any other party (internal or external).
- Be familiar with the organisations Business Continuity Plan (BCP) and personal responsibilities within where applicable.
Planning and Organisational Skills
- Plan tasks and activities that may require adjustments to priorities due to a varying workload and interruptions.
- Ensure daily administration tasks are undertaken in a timely and appropriate manner to maintain service levels and allow for accurate reporting of incidents.
- Manage and support the implementation of projects.
- To establish and maintain accurate and up-to-date documentation ensuring records are available as and when required.
Physical Skills
- The post requires developed physical skills to fulfil duties in a role where there is a specific requirement for speed and accuracy. The post holder will possess keyboard skills and manipulation critical data and information with narrow margins for error.
Policy and Service Development Implementation
- Required to follow organisational policies and implement policies in relation to IT systems.
- Support with the development of clear documentation for use by other members of staff including customers.
Responsibility for Financial/Physical Resources
- Liaise with external agencies, suppliers and contractors for support purposes.
- Support the evaluation and procurement of suitable IT hardware and software
Responsibility for Human Resources
- Assist in supervising and training of members of teams and apprentices as required.
- On occasion the post holder may be required to work unsociable hours to support and/or enable the delivery of key programmes or projects.
Responsibility for Information Resources
- Responsible for maintaining all electronic and manual filing systems ensuring ease of access for retrieval, filing of data, records and documents on a daily basis.
- Ensure that a high level of accuracy is maintained in all information systems held by the IT team, for example the Asset management system and documentation.
Responsibility for Research and development
- Supports the testing and adaption of IT systems and applications to enable service delivery.
- Will required to work within standard operating procedures
Knowledge, Training and Experience
- Undertake training and development to enhance existing skills, as and when required by line manager.
- Produce training materials.
- Deliver training.
- Be able to communicate complex information at all levels of the organisation including understanding speech and languages difficulties either on the telephone or face to face.
- Ability to communicate with customers and external organisations complex analytical information.
- Required to use specialist software tools for the manipulation of data.
This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organisational and service needs and wherever possible change will follow consultation with the post holder
Person Specification
Experience
Essential
- At least 2 years exposure to computing environments
- Minimum 2 years experience within a GP Practice or IT support environment
- Support the set-up and implementation of internal processes and procedures
- Working knowledge of SystmOne and/or EMIS Web to provide application support
- Making informed decisions in the absence of required information, working to tight and often changing timescales, using judgement or processes for decision making
- Has an understanding of the IT function in healthcare and how information technology can deliver benefits to patients and clinicians
Desirable
- Experience of Primary Care or other NHS services
- Experience of supporting the implementation of primary care IT solutions
- Experience of providing second line support for GP clinical systems & working with GP system suppliers to facilitate incident and request resolution
- Providing clinical system optimisation guidance and advice for GP Practices
Personal Attributes
Essential
- Ability to work under own initiative and prioritise own work load
- Commitment to continuing professional development
- Effective communication and interpersonal skills
- Effective organisational skills
- Effective customer service skills
- Ability to successfully explain complex information to all audiences
- The need to be available during unsocial hours to contribute to the resolution of critical incidents and un-planned service interruptions
Qualifications
Essential
- Educated to NVQ Level 3 in an IT based subject or equivalent qualifications, training and experience
- Evidence of continued professional development
Knowledge
Essential
- Advanced IT skills
- An excellent understanding of Primary Care IT Systems and a wide range of software applications
- To have a professional, customer focussed approach
- Proven customer service skills
- Proven communication and interpersonal skills
- Proven organisational skills
- Ability to analyse complex issues
- Ability to work effectively and calmly to tight deadlines
- Ability to work under own initiative, prioritise and manage own work load
Desirable
- Ability to offer a basic level of 1:1 training
- Knowledge of NHS systems and software
Person Specification
Experience
Essential
- At least 2 years exposure to computing environments
- Minimum 2 years experience within a GP Practice or IT support environment
- Support the set-up and implementation of internal processes and procedures
- Working knowledge of SystmOne and/or EMIS Web to provide application support
- Making informed decisions in the absence of required information, working to tight and often changing timescales, using judgement or processes for decision making
- Has an understanding of the IT function in healthcare and how information technology can deliver benefits to patients and clinicians
Desirable
- Experience of Primary Care or other NHS services
- Experience of supporting the implementation of primary care IT solutions
- Experience of providing second line support for GP clinical systems & working with GP system suppliers to facilitate incident and request resolution
- Providing clinical system optimisation guidance and advice for GP Practices
Personal Attributes
Essential
- Ability to work under own initiative and prioritise own work load
- Commitment to continuing professional development
- Effective communication and interpersonal skills
- Effective organisational skills
- Effective customer service skills
- Ability to successfully explain complex information to all audiences
- The need to be available during unsocial hours to contribute to the resolution of critical incidents and un-planned service interruptions
Qualifications
Essential
- Educated to NVQ Level 3 in an IT based subject or equivalent qualifications, training and experience
- Evidence of continued professional development
Knowledge
Essential
- Advanced IT skills
- An excellent understanding of Primary Care IT Systems and a wide range of software applications
- To have a professional, customer focussed approach
- Proven customer service skills
- Proven communication and interpersonal skills
- Proven organisational skills
- Ability to analyse complex issues
- Ability to work effectively and calmly to tight deadlines
- Ability to work under own initiative, prioritise and manage own work load
Desirable
- Ability to offer a basic level of 1:1 training
- Knowledge of NHS systems and software
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.
