Systems Support Lead

Job overview

We are seeking a dedicated and experienced systems support person to join the systems team working with Liverpool Heart and Chest Hospital. The system support lead will work as part of a team supporting clinical systems at the organisation and wider strategic priorities across the Liverpool University Hospital Group.

The role will be expected to work at a senior level in the team, leading on projects, new developments and optimisation ensuring successful implementation to delivery timelines. The role will work closely with teams across digital services and engage with colleagues across the organisation in multiple disciplines.

The role will require strong attention to detail, and knowledge of operational and clinical systems in use in the NHS.

Main duties of the job

The Systems Support Lead will work to provide optimisation, development and support of all aspects of the Trust’s Clinical Systems. While they will be expected to work at a high level and with considerable autonomy across all Clinical Systems, it is implicit that they will lead on certain areas.

Optimisation and development work will be carried out under the direction of the EPR Manager where appropriate. The systems support lead will be involved in the obtaining of IT enabled healthcare workflow requirements from all departments/areas, and then configuring the application software to reflect the requirements. The system support lead will work with appropriate independent initiative, supporting and training other team members. They will work under the guidance of the EPR Manager to ensure engagement and input is required from appropriate end users to ensure that the correct data is obtained. The data gathered is then used to define the configurable components of the EPR Systems to ensure optimal workflow benefit to end users.

The system support lead will work with the Training Team to assist with development of training plans, training content and delivery of training and support for end users.

Detailed job description and main responsibilities

• Configure and develop functionality in the Trusts Clinical Systems following approval from change control.
• To assist with investigation and resolution of any problems reported by users of the Clinical systems.
• Investigate and fix specialist and complex system/application issues/errors.
• Constructively engage proposals with key stakeholders to enhance operational efficiency of the system and associated operational procedures.
• Lead on progressing optimisation work with CCIO, senior admin staff and administrative end users
• Lead on the cascading of new developments in the system, to system trainers to integrate in to training materials.
• Support the other members of the Digital systems team and IT Technical staff with technical upgrades of the system
• Lead on Clinical system testing for their specialist areas of the system.
• First line support and escalation as required to Allscripts/Hyland/EMIS support
• Developing and promoting the move to an electronic environment in accordance with government policy, Information Governance requirements and public sector records management standards.
• Engage with and have accountability to the CCIO for strategic clinical systems development as part of the clinical systems team.
• Supporting the maintenance and development of the Trusts digital systems.
• Act as the Trust experts in engaging with other NHS organisations and the wider healthcare community as part of the Trusts reference site status, both with our suppliers and as a leading NHS Trust for IT enabled healthcare
• Liaising across a number of Trust Departments to ensure that systematic processes are in place to enable the correct recording of data on the Clinical system.
• Communicate complicated and difficult technical and system application issues to non-technical staff and communicates very detailed technical and system application information within peer groups.
• Provide expert knowledge and support for Clinical systems, often advising without referring to a manager.
• Translate clinical workflow requirements into potential deliverable IT enabled healthcare processes. These will require approval, but it is expected that the systems support lead will independently create potential solutions and/or options.
• To liaise with the Integration Manager to manage and resolve interface issues.
• Translate workflow requirements into potential deliverable IT enabled processes. These will require approval, but it is expected that the Senior Clinical Systems Analyst will independently create potential solutions and/or options
• Develop new workflows and processes for end users of Clinical systems.
• Work with users and service leads to determine business continuity requirements under the guidance of the EPR Manager and CCIO
• Escalate issue status and support activities to key individuals in the Trust
• Analyses, investigates and resolves complex system application issues/queries, that will require configuration of systems/applications.
• Verify and provide assurance that scheduled processes and events are occurring without errors.
• Liaise with Allscripts/Hyland/EMIS support services to resolve issues following categorisation of issue or incident.
• Develop an understanding of standards and legislation impacting on the storage and security of electronically held patient information.
• Ensure user and role profiles are mapped adequately to ensure legitimate relationship and security access to patient records
• Creation of accounts for utilisation of the Clinical System.
• Give authorative input into defining expected competencies in usage of Clinical systems to support the operational services and training team
• Work with users and service leads to determine business continuity requirements under the guidance of the EPR manager and CCIO
• To produce reports and data analysis from within the systems to ensure efficient workflows are maintained, appropriate system utilisation is adhered to and appropriate optimisation is delivered
• Share knowledge within the team of administration techniques and strategies.
• Develop and maintain and advise on the EMIS/OnBase/EPR user group design that satisfies user and IG requirements
• Liaise with IT Security Officer and other Digital systems team members to ensure appropriate usage and security of systems is maintained
• Carry out other duties appropriate to the grade as may be required or requested by management
• To liaise with technical and non-technical members of staff within the organisation and communicate at the appropriate levels
• Generate sample files for use in training.