Clinical & Business Team Leader

3 weeks ago

Redruth, United Kingdom Royal Cornwall Hospitals NHS Trust Full time

Are you a good Team Leader? Are you looking for a new adventure? Do you want to improve healthcare? Do you like a good challenge?

The Clinical & Business Team within Cornwall IT Services support over 30 Applications for the Cornwall Health Community. This role would be focused to assist with the Business System support including but not limited to the Electronic Staff Record and associated systems, Datix, OPAS 2, Q Pulse and the Registration Authority Smartcard service. The role would evolve as the Digital transformation takes place and there will be new Applications and ways of working to support along the way.

We are seekingsomeone who is enthusiastic and ready for a challenge to develop and manage the Team. You will have strong leadership skills with experience of working within system administration. You will have a logical approach to problem solving with tenacity to get to the root cause of an issue and to drive forward any improvements to stop reoccurrence. You will have a friendly and approachable demeanour who is able to support and motivate a team through challenging times.

Training will be provided on the Applications and you will be supported in this role by fellow Team Leaders and the Application Support Manager.

Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.

Service Operation
- Manage the provision of the end-user support for the Applications ensuring agreed response times are maintained and that where necessary escalation and/or call transfer takes place in a timely manner
- Engage with Suppliers and escalate key issues/problems for third-line support, challenging any poor performance and driving forward to resolution as soon as possible.
- Prioritise the team’s workload ensuring all critical areas are responded to in a timely manner and minimising any detrimental impact to patient care
- Lead on critical priority incidents ensuring effective root cause analysis takes place and remedies are put in place to stop the issue reoccurring
- Ensure robust account management procedures are followed within the team to maintain the appropriate levels of security from a national Information Governance and IT Security level. This includes adherence to Caldicott guidelines and GDPR.
- Develop, implement and monitor proactive scheduled tasks to keep the Application secure and running at optimum levels.
- Lead, analyse and monitor actions to investigate and resolve problems in systems, processes and services in line with Service Level Agreements
- Determine problem fixes/remedies to a wide range of often complex IT issues analysing various options and risk assessing the best solution
- Assist with the implementation of agreed remedies, patches and preventative measures.
- Develop, analyse and share reporting on the health and performance of the Application to provide quality assurance and recommendations for development.
- Provide regular reports on system usage, security and audit
- Monitor performance of the Supplier to ensure they are meeting contractual terms in relation to system performance and Service Level Agreements.
- Develop and maintain Standard Operating Procedures for all Business as Usual tasks ensuring they are followed by the team and remain up to date with any change
- Motivate and support users who are reluctant to use new technology
- Be part of the Out of Hours on-call service to ensure the key clinical Applications supported by the Clinical & Business Team remain operational for Clinical colleagues 24/7.

Service Development
- In conjunction with Cornwall IT teams, plan, test, implement and document any Application upgrades within agreed timescales ensuring minimum disruption to stakeholders and the operation of the business.
- Lead the assessment, analysis, testing, planning and design of smaller patch releases/bug fixes including assessment of risk in relation to deployment and ensuring effective authorisation and communication with all stakeholders.
- Contribute to Clinical Safety reports and risk assessments of change
- Co-ordinate and liaise with business and IT partners on patch and release scheduling ensuring effective communication of progress.
- Conduct post release reviews and data quality assurance
- Develop and implement testing plans for new and enhanced interfaces ensuring the system remains fit for purpose
- In conjunction with Cornwall IT Training Departments prepare and review any relevant training materials and ensure they are updated to reflect any change in a timely way
- Ensure safe release processes and procedures are applied and that any change can be rolled back as needed.
- Maintain records of change.
- Engage with CITS Change Advisory Board for approval of any changes

NB - above changed to “engage with CITS CAB” rather than “manage over-arching CAB”

Loss of Coordinate, oversee and facilitate th

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