Applications Service Manager

Job description

Job responsibilities

Main Duties/Key Results Areas:

Lead the Operations of the Applications and Clinical Systems Department.

• Lead Operationally for the Trust for Applications and Clinical Systems with external parties e.g. Other care settings, etc

Assist in organising communication to all users of clinical systems (e.g. workshops, e-learning, guidance documents, newsletters etc. to all grades of non-clinical and clinical staff) to ensure that all staff are aware of and are abiding by the best practice in complex areas of system functionality and data quality requirements, so that all clinical, management and income benefits of the systems are realised.

Develop contacts and excellent working relationships at all levels in the NHS and local health economy (e.g. CfH, SHA,CCG, Trusts, GP practices and other health providers) and with partner agencies (e.g., Social Services, Borough Council etc) to ensure that we develop clinical systems in partnership.

• A key responsibility will be to support the Applications and Clinical Systems teams in managing and prioritising competing demands from diverse stakeholders, for example from day-to-day users who require resolution of system functionality problems or Data Quality issues and from contracts staff that need urgent completion of clinical coding.
• Analyse and make judgement on appropriate action in complex situations of hardware and/or software malfunctions/shutdowns so that systems are maintained as far as possible and patient care is not at risk.
• Ensure systems are secure and manage Role Access, i.e. level of access by different users (2000+)
• Ensure that all episodes of care that require diagnostic and procedure Clinical Coding are coded in accordance with national requirements and local policies for CSW Division.
• Ensure all relevant staff are updated and trained on changes to systems.
• Perform duties with a high degree of autonomy, within broad professional policies and through interpretation of national/external policy and regulations for local implementation.

• Ability to work to tight deadlines and schedule and prioritise own workload
• Liaise with external IDT system and software suppliers to assist with problem resolution.

Clinical systems:

• Constantly maintain knowledge and skills in relation to functionality, security, upgrades etc of clinical systems. Maintain awareness of all relevant Dept of Health and other national requirements relating to clinical systems (such as ISB) and national projects (such as the Spine, etc).
• Plan and manage the upgrade, enhancement or patching of clinical systems and run regular /ad hoc testing of clinical systems.
• Organise and prioritise the workload along with availability of clinical and administrative staff/teams to resolve user support issues, including matching functionality of systems to business processes/workflows.
• Maximise the benefits of clinical systems and promote efficiencies in working practices using clinical system technology.
• Ensure users of clinical systems are well-supported in the resolution of queries and problems in order to minimise system non-usability for individuals or teams.

Play a key role in the testing/research of new clinical systems applications and hardware that might be used by Trust in future.

Data Quality

Ensure the Clinical Systems are regularly analysed and that errors are promptly corrected in order to minimize risk to patient care.

• Maximise trust income by ensuring efficient data entry of required CDS data and the detection and minimisation of data errors within required deadlines.
• Ensure confidentiality of data and that systems are operated in full compliance with information governance requirements.
• Raise the quality of data across St Georges and all subdivisions, ensuring compliance with national targets.

Ensure regular and frequent audits are performed to ensure compliance with Data Quality standards

Develop policy and procedures in relation to Data Quality.

• Work closely with the Informatics colleagues to find solutions to problems and to develop policies in relation to system functionality, data quality, etc which support business and service development.

Policies

• Ensure that IDT Policies are adhered to
• Ensure that Information Governance Policies are adhered to
• Responsible for creating, maintaining and reviewing the Clinical operational Policy and Procedures

Human Resources

• To line manage the Applications Build and Support Teams operational teams and any other staff assigned to the Teams in accordance with Trust line management guidelines and procedures
• To assist in the recruitment process and any other staff assigned to the Applications Build and Support Teams in accordance with Trust recruitment guidelines and procedures.
• To manage and the Data quality and Applications Build and Support Teams in the day-to-day delegation of duties and tasks
• Responsible for ensuring accurate records are kept of all annual leave, study leave and sickness.
• To Lead and assist with the development of team morale and motivation through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure.
• Provide support and advice on a corporate basis to all levels of staff.

Project Management

• Application and service improvement-based projects as delegated by the Applications Build and Support Manager
• Work with the IDT Projects Team on areas relating to project implementation which require access permissions or support processes development.
• Support IDT and Trust-based project delivery through attendance on steering groups, project scoping and any other meetings related to this role, in particular in regard to additional business as usual requirements.

Research & Development

Pro-actively review new and emerging technologies which relate to application support, provisioning and account automation & integration

• Agree with line manager in relevant training requirements for personal development
• To develop staff within the data quality and Applications Build and Support Teams s though Personal Development Plans, One-to-One meetings and appraisal in line with Trust HR and Development procedures.

Communication

Maintain an effective working relationship with IDT Staff and Trust IDT Service Users

• Participate in Team meetings to review and improve service quality.
• Develop and maintain communication with people about difficult matters and or in difficult situations.
• Communicate with 3rd parties and when required escalate issues.
• Ensure the Trust's Clinical Operational Policy and Procedures are communicated effectively.
• Ensure IDT staff and Trust IDT Service Users are notified in advance of planned service outages, application enhancements and changes.
• To represent the IDT Department in meetings and events with internal and external stakeholders
• To be able to provide and receive complex, sensitive or contentious information where there are significant barriers to acceptance which need to be overcome using well developed interpersonal and communications skills.
• Ability to deal with user frustration and impatience and to provide effective communication to alleviate user concerns regarding their problem.

Other duties

• Assist in producing ad hoc reports.
• Undertake any other duties requested as appropriate to the banding.

General Responsibilities

To seek ways in which value can be added to the IDT Directorate services.

Additional Information

Scope and Purpose of Job Description

A job description does not constitute a term and condition of employment. It is provided only as a guide to assist the employee in the performance of their job. The Trust is a fast-moving organisation and therefore changes in employees duties may be necessary from time to time. Also, as the role will be GESH role which includes St. Georges University Hospital and Epsom, the responsibility might be subject to reform at some. The job description is not intended to be an inflexible or finite list of tasks and may be varied from time to time after consultation/discussion with the post holder.

Person Specification

Qualifications and Training

• oMaster's Degree level education or equivalent experience in a numerate subject plus at least five years post degree experience in Cerner application build and support, with an understanding of how iClip is and can be optimized for St. George's, and linkage to clinical workflow. oManagement Qualification/ Training oITIL Service Management Foundation Level oSpecialist knowledge of health IT systems or equivalent experience

Experience

• In depth knowledge and experience of the Cerner system for the modules within the remit of this post
• Staff Management.
• Day to day Management/ Line management of teams.
• Experience in transforming clinical workflow into functionality within the system.
• Extensive experience of working with clinicians, managers and other staff to improve use of information in planning and management of health services.
• Experience in communicating complex issues to a wide audience

Skills

• Strong Acute application build and support skills to a high level to be able to build and optimize the St. George's systems.
• Team leader with strong motivational skills - highly efficient in prioritising workloads.
• Highly effective Problem-solving skills, creative thinker, seeking solutions
• Mature and confident manner capable of negotiating and influencing clinical and managerial staff
• Excellent organisational skills with a demonstrable ability to balance competing demands and priorities o

Knowledge

• Expert Knowledge of IT including:
• Microsoft applications
• Data protection and security
• Excellent working knowledge of NHS processes, politics and structure

• oExpert knowledge other clinical applications.
• oKnowledge of messaging and integration

Other

• oCopes well under pressure
• oService oriented and customer focused
• oConfident & operates effectively even in stressful situations
• oEffective interpersonal skills, coupled with the ability to communicate regarding contentious service level issues and undertake contract negotiations with tact and diplomacy
• oProven ability to work in collaboration with service providers, building and developing relationships.
• oProactive in forging links with stakeholders and partner organisations
• oExcellent communication, problem solving and organisational skills
• oDemonstrate a thorough understanding of business priorities and an understanding of the business criticality of platforms and applications

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

St George's University Hospitals NHS Foundation Trust

Address

St. Georges Hospital, Wandle Annex

Blackshaw Road

Tooting London

SW17 0QT

Employer's website

https://www.stgeorges.nhs.uk/