Systems Support Lead

Liverpool University Hospitals NHS Foundation Trust; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Liverpool University Hospitals NHS Foundation Trust seeks a Systems Support Lead to optimise, develop and support its Clinical Systems across departments. The role requires autonomy, stakeholder engagement, and training delivery to end users.

You will translate clinical workflows into IT-enabled processes, lead on new developments, and collaborate with CCIO and other teams to improve operational efficiency within NHS digital services.

Qualifications

• Ability to work unsupervised and manage own time and workload.
• Excellent organisational skills and ability to react to changing requirements.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with staff of all disciplines.
• Organised and logical approach to work with high-level attention to detail.

Responsibilities

• Configure and develop functionality in the Trust's Clinical Systems following approval from change control.
• Assist with investigation and resolution of problems reported by users of the Clinical systems.
• Investigate and fix specialist and complex system/application issues.
• Engage proposals with key stakeholders to enhance operational efficiency of the system and procedures.
• Lead on progressing optimisation work with CCIO, senior admin staff and end users.
• Cascade new developments in the system to system trainers and integrate into training materials.
• Support Digital systems team and IT Technical staff with system upgrades.
• Lead on Clinical system testing for specialist areas of the system.
• Provide first line support and escalation to Allscripts/Hyland/EMIS support.
• Translate workflow requirements into potential IT-enabled processes and deliverables.
• Develop new workflows for end users of Clinical systems.
• Produce reports and data analysis to ensure efficient workflows and proper utilisation.

Skills

Autonomy

Organisational skills

Communication skills

Collaboration

Attention to detail

Education

Degree-level knowledge via experience

Prince2 Foundation

Job description

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.

• 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., The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working.

The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24. Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £25.70 (standard disclosure) or £46.70 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment. From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years. Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa. This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults' policy and comply with the Local Safeguarding Children and Adult Board procedures. Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation. All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action. As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence.

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.

• Ability to work unsupervised and able to manage own time and workload
• Excellent organisational skills and ability to react to changing requirements
• Excellent communication and interpersonal skills
• Ability to work collaboratively with staff of all disciplines
• Organised and logical approach to work and high-level attention to detail, Degree level of similar knowledge gained through experience

Desirable criteria

• Prince 2 Foundation
• Specialist qualification in IT, Essential criteria
• Experience of working as part of a team involved in Patient Administration Systems
• Experience supporting Trust wide systems (including clinical systems)
• Experience of communicating issues to nontechnical staff
• Experience of working with suppliers
• Demonstrable experience of defining user requirements and interpreting them to system suppliers
• Experience of working with external organisations and understanding of operational processes.

Desirable criteria

• Use of Microsoft Project and Visio
• Knowledge of system integration, Ability to lead workshops including making presentations to groups of staff
• Significant knowledge of working practices/areas where clinical systems are used

Desirable criteria

• Knowledge of NHS data definitions, standards etc and ability to interpret NHS policy and provide advice and guidance, Demonstrate ability to make judgements based on the analysis and investigation of issues
• Enthusiastic and motivated and a desire to enhance the service
• Ability to work across all sites where required
• Flexibility required for implementation go live phases

NHS University Hospitals of Liverpool Group (UHL Group) was formed on 1 November 2024, born from a shared aim to improve the care we provide our communities. We are one of the largest employers in region, with over 18,900 colleagues who are dedicated to caring for our communities - from birth and beyond. For the 630