This is an exciting opportunity to join the Clinical Systems Support Team in Hertfordshire Community Trust. You will be part of our Clinical Systems Helpdesk Team providing first line support to clinical staff for our main EPR System (SytmOne) and other clinical systems used in the trust.
Main duties of the job
1. To provide front-line support to users of national Application Systems by resolving user issues and to record enquiries on Helpdesk software.
2. To investigate and analyse data discrepancies on patient records.
3. To assist the Development Team in the production and distribution of documentation.
4. To provide systems administration support for Community and Child Health national Application Systems used within Hertfordshire (currently SystmOne but further may follow).
5. To assist the Training Team with the production, collation and distribution of training materials.
6. Book computer system users into training sessions and send confirmation.
7. Provide general administrative support to the Community Information Team including Data Quality reports.
Job responsibilities
The post holder will be expected to:
1. Provide first line support to users through problem solving and training which enables users to use the system effectively. Contacts will include those within Hertfordshire Community NHS Trust at all levels, third party suppliers and governmental departments. The majority of this support is via the telephone.
2. Convey highly complex and complicated IT processes in a non-technical way to facilitate understanding. This may involve overcoming barriers to understanding such as explaining processes or functionality of systems in such a way that users understand the need to act accordingly.
3. Providing sensitive and confidential information in relation to patients and their health records including demographic and clinical data.
4. Establishing and maintaining good relationships at all levels.
Minimum Requirements
The post holder will be expected to have the following:
1. Good general level of education.
2. SystmOne Experience is essential.
3. Diploma level qualification plus relevant experience in application computer systems and relevant legislation.
4. Computer usage qualification such as ECDL, or equivalent experience.
5. Knowledge of databases in general.
6. Advanced level usage of Microsoft Office Suite especially Word and Excel.
7. Use of Data Warehouses, e.g. Microsoft tools.
8. Office administration & collation of manual data.
9. Knowledge of Data Protection Act/Freedom of Information Act.
10. Worked in Telephone Support for one year and to have good customer facing skills.
11. Worked in Database Administration.
12. Understand data quality issues and monitor and update on an on-going basis.
13. Knowledge of how operational systems are used to support patient care and to generate management information.
Person Specification
Qualifications and Training
* Advanced level usage of Microsoft Office Suite esp. Word, Excel.
* Diploma level qualification or equivalent experience.
Experience and Knowledge
* SystmOne knowledge essential and history of use.
* Experience working in a telephone support or customer service environment.
* Knowledge of Data Protection Act/Freedom of Information Act.
* Databases/Database administration.
* Experience working in the NHS with Clinical Services.
Skills and Abilities
* Ability to monitor own workload and prioritise if necessary.
* Excellent communication skills both oral and written, including presentation skills.
* Good analytical skills.
Other requirements
* Eligible to live and work in the UK.
* Hold a full, valid, UK driving licence and have access to a car to use for business purposes (unless you have a disability as defined by the Equality Act 2010).
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.
£26,530 to £29,114 a year per annum pro rata.
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