Senior EPR Support Analyst
Job summary
The post holder is an expert technical member of the Application Support Team and is responsible for the technical support of the Electronic Patient Record (EPR) (Acute and Community systems)
Main duties of the job
- To provide first and second line support for the Trust's EPR systems and any other key applications which are supported by the Lewisham and Greenwich IM&T Department.
- To be responsible for managing all TrackIT logs, allocating them to the Application Team support staff as appropriate and ensuring compliance with SLAs and KPIs.
- To undertake specific system administration activities to ensure the smooth running of key systems both community and acute, including producing regular KPI reports on the application team performance.
- To ensure that Change Control Procedures are followed.
- To be responsible for ensuring that systems are changed to meet new requirements.
- To negotiate with Oracle, RiO and third-party teams on the timing and implementation of system configuration Service Request updates and communicate these to the Trust.
- In conjunction with the Systems Team Manager, manage and action all requests for change building new functionality as required.
- To assist with the planning and implementation of EPR systems upgrades, providing technical advice to users to enable them to deliver the potential benefits of IT systems.
- To deputise for the Lead EPR Support Analysts as required.
- Provide guidance and specific technical training.
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
System Support
To provide in-depth specialist knowledge of key LGT managed IT systems. To ensure that Lewisham and Greenwich systems are maintained to a very high standard at all times, taking a particular interest in developing own knowledge of how systems work and their potential to benefit the Trust.
To receive prioritise and resolve EPR Service issues using the IT Service Desk system ensuring logs are closed within specific timeframes or escalating to another division of the IT Department.
To apply high level specialist knowledge and logic to trouble shooting problems ensuring the relevant personnel are involved or consulted for advice to resolve problems thoroughly and quickly.
To take ownership and lead on the resolution of issues impacting on EPR operational workflow and patient pathway processes. To ensure good communication and working relationships with the relevant personnel to keep them informed of progress or outstanding problems.
To undertake root cause analysis of complex issues and devise system configuration, workflow or process changes.
To liaise with the line manager regarding recurring problems and assist with identifying and implementing long-term solutions.
To liaise with EPR Systems suppliers on a regular basis to identify problems with software highlighted by Trust staff.
2.2 To help to develop processes, policies and procedures, particularly EPR documentation, to ensure robust management of systems within IT Department.
To provide specialist site specific knowledge and feedback to EPR Suppliers and participate in system design and change process activities linked to the development of the EPR service at Lewisham and Greenwich.
To participate and co-ordinate the testing of new software releases and updates and highlight problems which need to be escalated to Systems suppliers.
To test other systems or functions when needed and manage faults through to resolution.
To regularly maintain and update the key master files and tables associated with the day-to-day operations of the acute and community EPR System. This will include: Doctor table, Employee Table, National Doctor Table, Scheduling Tables including Patient letters, Forms and Reports, Printer and Spooler tables. To maintain other, more infrequently accessed tables, when needed.
To deal with the administration and table builds associated with the recruitment of new permanent and locum doctors.
To work without supervision and prioritise queries, incorporating departmental policies and procedures.
To able to work under pressure with constant interruptions and constantly prioritise workload in line with the need of the Lewisham and Greenwich site.
To liaise with the line manager on new ideas to improve the service.
Work as the liaison between the local health communities and the IT team.
The post holder will:
Deliver EPR support to users and support upgrades including assisting with testing.
Ensure faults are fixed within timescales defined by the Trusts SLA meeting required KPIs.
Effectively monitor the EPR supplier.
Ensure business continuity plans are in place.
In conjunction with Service Leads develop service specific Standard Operating Procedures (SOPS).
Contribute to the development of policies and procedures that support EPR.
Plan and implement delivery of EPR configuration work packages as assigned by the EPR System Manager.
Work closely with IT colleagues to achieve the overall aims of the department.
Work force
Supervise assigned agency and bank staff as required.
Ensure that working practice complies with the Trust's policies and procedures for Data Protection, Confidentiality and Health and Safety ensuring the environment in which you and other staff work is safe, clean and tidy.
Observe and continually promote equal opportunities in compliance with the Trust's policies on Equality and Diversity and Dignity at Work.
Ensure the benefits to patients are maximised through careful, economical and appropriate use of NHS resources including equipment, property, money, time, etc
Financial
- Comply with SFIs.
Partnerships
Communications and Relationships
The EPR Support Analyst will have the following key relationships:
Systems Team Manager
Testing team
Senior Integration & Solution Architects
Associate Director of Clinical Systems Delivery
Associate Director of IT Programmes
Deputy Director of IT
Chief Information Officer
Chief Consultant Information Officer
Chief Clinical Digital Officer
Senior Trust Managers and other ICT Managers
Clinicians
IT Programme Manager & PMO Project Staff
IT Customer Services Manager
IT Infrastructure Manager
IT Service Desk
Information Governance Manager
Desktop support and network support staff
External suppliers (Oracle, RiO etc)
Trust application users (Acute and Community)
The EPR Support Analyst:
Will be required to communicate complex and occasionally contentious information to groups of staff and or stakeholders in sometimes emotive situations.
Provide specialist advice in relation to EPR to the Chief Information Officer,Systems Team Manager, Clinicians, General Managers and Directors across the Trust.
Internal
Will translate and communicate expert technical advice to non-IT Specialists in a clear, concise and understandable manner.
Will develop good working relationships with and provide specialist EPR system advice to colleagues across the Trust.
Will develop good working relationships with service leads and colleagues across all service lines to ensure that the objectives of the Trust are met.
Will produce update reports and performance reports.
External
Will translate and communicate expert technical advice relating to EPR to non-IT specialists in a clear, concise and understandable manner.
Will communicate with 3rd party technical experts.
Will develop good working relationships and agree common approaches with agencies across the NHS and wider stakeholders and partners, including:
1. NHS Digital
2. Oracle, RiO and third-party systems
General
The post holder will:
Deputise for the Lead EPR Support Analysts as required.
Ensure that audit recommendations relating to EPR are implemented.
Keep abreast of current EPR developments to ensure specialist expert advice is provided to clinical and administrative staff and senior managers.
Person Specification
Qualifications and Training
- Educated to degree level or equivalent experience
- Evidence of continuous personal and professional development
- ITIL Foundation
- Educated to Master or equivalent experience
Experience
- Significant experience in systems support
- Participation and understanding of change management linked to the deployment of IT systems. In depth knowledge of Cerner.
- NHS Experience
- NHS Systems Knowledge
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Lewisham and Greenwich NHS Trust
Address
Catford Old Town Hall
London
SE6 4RY
Employer's website
https://www.lewishamandgreenwich.nhs.uk/