Outpatient Systems Manager
Job summary
An opportunity has arisen for an experienced and motivated Outpatients Systems Manager to provide strategic and operational leadership across a wide range of outpatient and Trust-wide information systems.
You will be responsible for the development, management, implementation and continuous improvement of systems that underpin outpatient activity, patient access and experience. Working closely with clinical, operational and digital stakeholders, you will ensure systems are optimised, risks are managed and performance is monitored against key targets, supporting both service delivery and Trust strategic objectives.
You'll play a critical role in shaping how outpatient services operate and improve, directly supporting patient care, access and experience across our hospitals and community settings. This is a high-impact role offering the opportunity to lead system-enabled transformation at scale.
Main duties of the job
Lead the operational management of outpatient systems including e-Referral Service (e-RS), PAS, clinic build and rescheduling systems, self-service kiosks, call centre systems, SMS services, room management and online booking portals. Plan, implement and coordinate system upgrades, testing, training and user communications, ensuring safe and effective change management Develop metrics and intelligence to support productivity, clinic utilisation and patient experience improvements. Lead on system policies, security, business continuity and information governance requirements. Contribute to service improvement, digital transformation and project delivery across Outpatients and wider Trust workstreams.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
Job Summary:
To be responsible for providing a customer focused system service to staff who use Trust wide information and outpatient systems. The postholder will be responsible for developing, managing, implementing and maintaining information for all the workstreams and monitoring progress against key targets.
The Outpatients Systems Manager is responsible for ensuring the service is continuously reviewed and monitored effectively to consistently meet its obligations to the Trust and its patients who attend through an Outpatients setting. The post holder will be responsible for meeting both the Outpatient Services philosophies and objectives, and the strategic objectives of the Trust.
Key Result Areas & Performance:
Responsibility to produce and present monthly and ad hoc reports to the Trust Board
Meeting with and presenting to groups of Trust Clinicians and GPs to ensure accurate use of national ERS systems both internally and externally.
To take overall responsibility for the operational management of systems used across Outpatients. These include, but are not limited to:
o e-Referral Service (e-RS)
o Trust PAS
o Trust Clinic Build and Rescheduling software
o Self-Service Kiosks
o Phlebotomy Online Booking Portal
o Room Management software
o Call Centre software
o SMS Services
To engage with all relevant stakeholders, internally and externally, medical and non- medical in developing a culture of using Outpatient space and resources in a timely manner, promoting an excellent patient experience.
To develop metrics for monitoring and evaluating all systems and processes to ensure maximum productivity from the outpatient service and create reports for use within the clinical services.
Work with PALS to develop systems for patient involvement and feedback that allows meaningful action to be taken in response.
Demonstrate critical thinking, problem solving and decision making skills.
Communicate effectively at all levels, using persuasive, motivational and negotiating skills. Provide and receive highly complex information and ensure communication is received and understood.
Proactively identify opportunities and undertake agreed service improvement initiatives in the service, ensuring that a robust change management process is in place.
To undertake investigations into incidents across the Trust as required and as appropriate.
Undertake a full range of high-quality project management administrative duties
Monitor information systems and incidents, analyse, identify and alert any risks and/or issues to the Systems Manager.
Interpret, analyse and resolve complex problems relating to the use or operation of information systems and follow / development procedures for resolution or escalating problems where required.
Organise meetings and events including regular project / team meetings and workshops
Work as part of the team to build and sustain effective partnerships and relationships with a range of stakeholders.
Requirement for planning and organisation of the resolution of system support incidents according to priority and other factors including the volume of users affected.
Be responsible for the planning and implementation of system updates and upgrades and to co-ordinate tasks in relation to system changes to meet service and Trust requirements.
Conduct problem analysis to identify root causes of recurring issues and support development of fixes, training or communication packages with other Customer Operations teams.
Lead on the development of system policies and ensure policies are adhered to ensure support functions comply with relevant security requirements and statutory legislations.
Lead on the development of change control processes for use within the system support team to record system changes, and ensure processes are adhered to.
Monitor professional standards of support personnel.
Lead on the development and maintenance of system level security policies, risk assessments and business continuity plans
To actively engage in process mapping and redesign
Lead on systems upgrade tasks including testing, training, user documentation and user communication.
Co-ordinate development of knowledge base and self-help material.
Information Resources
Develop, maintain and implement new systems to ensure that information is kept securely and is accessible to other members of the team
Produce and maintain complex spreadsheets and reports
Tracking and managing all incidents and ensuring that calls are resolved to the users satisfaction within the agreed service levels or escalated as appropriate.
Maintaining frequent contact with users for the duration of any support issues, ensuring regular communication and frequent status updates are provided.
Lead in the implementation of major infrastructure and system upgrades including testing, training, user documentation and user communication.
Lead on the co-ordination of system changes, based on service or Trust requirements, including requirements gathering, build, test, training and communication.
Financial
Forecast any budgetary deviations and implement action plans for financial recovery where necessary
To maximise the use of existing resources and identify income generation, cost improvements and contribute to the business planning process, as appropriate
To be responsible for any equipment maintenance contracts as appropriate
To produce reports on financial, contractual and performance as necessary
Support liaison with internal and external audit as required during routine audits. Support provision of management responses to relevant audits and development of action plans for improvement as required.
Responsible for the proper and safe use of IT systems by users by ensuring proper advice is given
The postholder will be responsible for managing project budgets and delivering value for money projects as well as monitoring, keeping updated records and providing detailed reports on the Outpatient Systems Workstreams and their deliverables.
Workforce
To support the Outpatient Service Manager and Outpatient Managers during times of absence
To encourage the development of any staff directly managed to their full potential through systematic individual performance review and the establishment of personal development plans, reflecting the needs of the organisation and the individual
To monitor and review staffing levels and structures to ensure that a consistently high quality service is delivered
To promote good two-way communication by arranging regular one-to-one meetings with staff, ensuring regular objective setting and review
Liaise with a range of staff across the Trust in relation to systems.
Assist with the management of recruitment, selection, performance and development of staff.
Ensure that all staff receives appropriate supervision and regular appraisal in accordance with Trust policies.
Ensure all staff receive appropriate essential, statutory and mandatory training in accordance with Trust policy and development needs.
Take responsibility for self-development on a continuous basis, undertaking this in work or development opportunities as appropriate.
Participate in personal objective setting and review, including the creation of a personal development plan.
Respect confidentiality of any confidential information shared during the course of employment
Research and Development
Produce agreed performance information in relation to systems support services.
Constantly analyse performance information to identify trends and issues and recommend a course of action.
Support the implementation of system implementation and upgrades.
Co-ordinate changes and updates to information systems based on Trust and service requirements.
Develop and maintain training material for a range of systems and solutions.
Develop configuration and change management processes to ensure the risks associated with system support tasks are minimised.
Ensure professional knowledge is regularly updated and keep abreast of relevant developments.
Take responsibility for self-development on a continuous basis, undertaking this in work or development opportunities as appropriate.
Person Specification
Qualifications and Training
- Must be educated to degree level or have equivalent experience.
- Evidence of postgraduate study and continuous professional development
- Knowledge of range of computerised software, managerial knowledge, project monitoring, acquired through degree or equivalent experience sufficient to demonstrate the necessary operational management experience required including staff management and financial management
- At least 3 years operational experience in a health service delivery environment
- Desirable to have a computer or business orientated qualification.
Experience
- Experienced and effective team worker skilled at networking and establishing positive relationships and rapport with all stakeholders, including senior managers.
- Experience of planning, leading and implementing successful projects
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
Lewisham and Greenwich NHS Trust
Address
Queen Elizabeth Hospital, Woolwich
Woolwich
SE13 6LH
United Kingdom
Employer's website
https://www.lewishamandgreenwich.nhs.uk/