Outpatient Systems Manager

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.