Digital Change Facilitator

Job description

Job responsibilities

Job Title: Digital Change Facilitator

Salary: £46,419 to £55,046

Hours: 37.5 hours

Employment Type: 12 Months FTC (From the date of employment)

Location: The post holder is contracted to work at any appropriate South East London ICB office as necessary for the delivery of the functions of this role.

Job Summary

The Business Change Facilitator will support the delivery of a defined portfolio of digital and service transformation programmes across Primary Care and Integrated Neighbourhood Teams (INTs) in South East London.

The role will focus on enabling the successful implementation, adoption and optimisation of digital initiatives through structured business change activity, including stakeholder engagement, training, pathway redesign and adoption of new ways of working.

Working across multiple programmes and workstreams, the postholder will contribute to the delivery of system-wide transformation priorities, supporting integrated working across organisational boundaries and ensuring alignment with the wider Service Transformation Programme and digital strategy.

The postholder will work closely with providers, operational teams, digital transformation leads, commissioners and wider stakeholders to support coordinated delivery, continuous improvement and the achievement of measurable outcomes.

Travel across all South East London boroughs to provider sites will be required.

Key Working Relationships

- The Primary Care team.

- Accountable Officer / Chair / Non-Executives / Executive Directors.

- South East London ICBs senior managers and wider workforce.

- Providers across South East London, including the GP Federations.

- Integrated Neighbourhood Teams (INTs)

- GP practices across South East London.

- Community Pharmacies across South East London.

- Local Authorities.

- Local Medical Committee.

- Department of Health.

- NHS England.

- Provider Trusts.

- Commissioning Support Units.

- Voluntary Sector Organisations.

- Contractors.

- Product and service suppliers.

- Patients and general public.

- ICS Digital team.

- Medicines Management Team

Key Responsibilities

• Business Change Management to support digital transformation

Support the delivery of digital and service transformation programmes by undertaking structured business change activity, including impact assessment, stakeholder engagement and adoption support.

Work with stakeholders across Integrated Neighbourhood Teams, primary care and community pharmacy to identify requirements, risks and barriers to implementation, supporting effective resolution.

Support the implementation of digital initiatives to enhance efficiency, interoperability and service delivery across INTs and primary care.

Act as a liaison between system partners, supporting collaboration, shared learning and alignment across organisations.

Use knowledge of primary care and community pharmacy IT systems (including EMIS Local Services, Sonar Health, Ardens Manager, Universal Care Plan, NHS App and other relevant tools) to support the design and delivery of training, and enable the implementation of digital initiatives, ensuring alignment with wider transformation programmes and priorities such as electronic referrals, structured medication reviews and NHS App integration.

Facilitate pathway redesign and development of as is and to be processes to enable integrated, digitally enabled models of care.

Support stakeholder engagement, communication and the effective delivery of transformation activity across programmes.

Support the delivery of programme-level objectives, including planning, benefits realisation and continuous improvement activity.

Identify and escalate risks, dependencies and impacts across programmes, supporting coordinated system-wide delivery.

Support the delivery of a defined Service Transformation Programme, ensuring local implementation activity contributes to agreed system-wide outcomes.

• Project and Programme Support

Support the delivery of defined projects and workstreams, ensuring activities are delivered within agreed scope, timelines and governance frameworks.

Develop and maintain core project documentation, including project plans, RAID logs and highlight reports.

Track milestones, dependencies, risks and issues, ensuring timely escalation and resolution.

Support mobilisation and training planning across Integrated Neighbourhood Teams, community pharmacy and general practice.

Support reporting and governance processes, ensuring accurate and timely updates to programme and project leads.

Support benefits tracking and contribute to programme-level reporting and insights.

Coordinate meetings, ensuring effective action tracking and follow-up.

Support stakeholder engagement sessions and borough-level delivery activities where required.

Ensure project documentation and reporting is accurate, up to date and stored in line with information governance requirements.

• Improving quality and outcomes

Ensure that quality and outcomes are the focus of all change management work undertaken.

Contribute to the collation and demonstration of project and programme outcomes and benefits realisation across INTs and primary care digital delivery.

With the Project Manager, support the development of reporting, action tracking and outcome monitoring, including maintaining logs, recording risks, interdependencies and quality issues.

• Analytical and Judgemental

Provide project-level analysis, producing required documentation such as business requirements, scope matrices, use cases and future state proposals.

Work with Data Analysts and Project Managers to support development of reporting and KPIs for digital transformation programmes.

Utilise data and local insight to support monitoring of progress at borough and system level.

Apply analytical and change management skills to support problem solving and service improvement.

• Communication

Communicate effectively with stakeholders across INTs, providers, GP practices, community pharmacy, commissioners and digital teams.

Build and maintain strong working relationships to support collaboration and engagement in transformation programmes.

Support the development and delivery of communications to ensure stakeholders are informed, engaged and supported throughout transformation activity.

• Research and Development

Support the application of business change best practice to ensure digital transformation is effectively delivered and sustainable.

Work with programme and project teams to support resolution of challenges related to digital adoption and service change.

Contribute to the development of performance measures and continuous improvement activity.

Maintain awareness of national and local digital developments and apply these to programme delivery.

• Policy and Service Development

Collect and use feedback from customers and stakeholders helping to measure, develop and enhance effectiveness of customer and stakeholder management.

Investigate operational problems and opportunities, identifying effective business solutions through process improvements.

Maintain knowledge of Business Analysis specialisms and techniques; provides advice and guidance in these areas.

Analyse national legislation and policy to inform business change requirements and delivery models in the development of national systems/services.

Undertake activities to develop, implement, and support realistic Continual Service Improvement Plans.

Create, review and implement processes and procedures to ensure alignment with changing business requirements.

Review new process maps to ensure they meet expectations of all stakeholders.

• Financial and Physical Resources

There is no specific budget management responsibility for this postholder but is required to contribute to the financial delivery of the agreed portfolio ensuring it is delivered on time and within budget.

Be aware of and sometimes manage the expensive cost implications of failures or incorrect technical and business designs/decisions.

Support discrete work streams on behalf of the Manager, as assigned

Safe use of own and others IT equipment.

• Mobility

The post-holder is contracted to work at any appropriate South East London ICB office as necessary to fulfil the functions of this role, supporting digital transformation across Integrated Neighbourhood Teams and primary care.

Travel to other sites as required, including Integrated Neighbourhood Teams, providers, GP practices, and other healthcare settings, to provide on-site support, facilitate digital adoption, and cover for other team members as needed in delivering Integrated Neighbourhood Teams, and primary care digital transformation initiatives.

Person Specification

Qualifications

• -Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.

Other

• -Ability to work on own initiative and manage workload effectively in a fast-paced and changing environment.
• -Ability to work collaboratively as part of a team and support colleagues where required.
• -Proficient in Microsoft Office applications, including Excel, PowerPoint, Teams and SharePoint.
• -Flexible and adaptable approach, with the ability to respond to changing priorities.
• -Commitment to continuous professional development.

Skills

• -Ability to analyse and interpret complex information from multiple sources to support programme delivery and decision making.
• -Ability to develop reports, briefings and insights for a range of stakeholders.
• -Ability to use data and local insight to support programme delivery, benefits realisation and service improvement across multiple workstreams.
• -Demonstrated ability to work with incomplete information, using judgement and experience to support delivery and resolve issues.
• -Experience of supporting the development and implementation of processes and procedures.
• -Ability to communicate complex, sensitive or contentious information effectively to a wide range of stakeholders.
• -Strong interpersonal skills, with the ability to build and maintain effective working relationships across organisations and programmes.
• -Ability to present and convey information clearly to diverse audiences, supporting engagement and adoption of change.
• -Experience of supporting stakeholder engagement and communication activities across transformation programmes.
• -Ability to support planning and delivery across multiple projects and workstreams, managing competing priorities and deadlines.
• -Experience of supporting project and programme activities, including risk and issue management, reporting and tracking delivery milestones.
• -Strong organisational skills with the ability to prioritise workload and work independently where required.
• -Ability to contribute to the delivery of outcomes and benefits across transformation programmes.
• -Demonstrates a proactive approach to improving services and supporting delivery of agreed objectives.

Experience

• -Experience of supporting the delivery of digital and service transformation programmes within a healthcare or similar setting.
• -Experience of supporting transformation activity across Integrated Neighbourhood Teams, primary care and/or community pharmacy, including working across organisational boundaries.
• -Evidence of strong facilitation skills, including the ability to lead workshops, training sessions and stakeholder engagement activity to support service change and transformation delivery.
• -Experience of working with primary care or community pharmacy IT/digital tools (e.g. EMIS Local Services, Sonar Health, Ardens Manager, NHS App and other relevant systems) to support implementation and adoption of digital initiatives.
• -Experience of supporting the mobilisation and delivery of digital or service transformation workstreams, including stakeholder engagement and adoption activity.
• -Experience of working with a wide range of stakeholders across health and care settings.

• -Understanding of the health and care system, including the roles and relationships between organisations such as Integrated Neighbourhood Teams, GP practices, community pharmacy, ICBs and NHS England.
• -Understanding of structured project or change management approaches (e.g. PRINCE2, Agile, NHS Change Model) through training or practical experience.

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.

Employer details

Employer name

Bexley Health Neighbourhood Care CIC

Address

160 Tooley Street

London

SE1 2TZ

United Kingdom

Employer's website

https://www.bhnc.org.uk/