Digital Support Technician

Job summary

There is an opportunityfor a uniquely specialised Digital Support Technician to join us at Sutton PrimaryCare Networks (CIC) to help transform the way that we support our patients, theway our staff can work effectively and the sustainability of our generalpractice (GP) services through the adoption and optimisation of current and incomingtechnologies.

The DigitalServices team are working to fully realise the digital transformation ambitionsof our practices and patients, including developing enhanced analyticsplatforms, centralised reporting frameworks, online optimisation to improvepatient access, automated and AI powered workflows and many more.

Main duties of the job

The Digital SupportTechnician (Transformation) primary responsibility is to improve and supportthe digital transformation operations across the primary care industry inSutton, London. The role requires the ability to effectively collaborate withand coordinate across various stakeholders, strong problem-solving skills and anaptitude for digital and IT workflows to ensure the successful implementationand maintenance of digital solutions.

Note: The above jobdescription is a general guideline and may be subject to modifications based onspecific requirements and priorities of the NHS Primary Care Network.

About us

SuttonPrimary Care Networks CIC is the collaborative vehicle for the four Sutton PCNsand the former Sutton GP Federation working together as a single entity. We area Community Interest Company that aims to reinvest surpluses back into generalpractice and primary care for the benefit of our practices and the people whoform the communities we serve.

Suttonhas four PCNs whose boundaries are based on historical relationships andgroupings of organisations. There are some similarities of residents healthand care needs unique to a particular PCN, and many more needs that are sharedacross all four PCNs.

Ourfour PCNs represent all 22 GP surgeries around Sutton. Their collectivefootprints covers all the London Borough of Sutton and its residents who areable to access and benefit from the services and improvements offered byPrimary Care Networks.

Job description

Job responsibilities

Primary Role: DigitalTransformation

Support the DigitalTransformation Manager in executing digital transformation projects across theborough. Assist in theidentification and implementation of innovative digital solutions that enhancepatient care and streamline operational processes. Engage with stakeholders tounderstand their digital needs and challenges, proposing solutions that alignwith the broader digital strategy and capabilities of the PCN CIC. Be capable of providing informaltraining sessions for staff across the 22 GP practices on new digital tools andtechnologies, ensuring high levels of adoption and proficiency. Monitor and report on theprogress of digital transformation initiatives, providing insights andrecommendations for continuous improvement. Champion best practice indata management and cyber security. Work closely with theDigital & Information Governance Committee to ensure that all systemscomply with relevant data protection and privacy regulations.

Secondary Role: IT ServiceManagement (ITSM)

Implement and manage ITservice management processes, including incident management, risk registers andchange management, in accordance with ITIL best practices. Serve as the primary pointof contact for all IT-related issues and requests from the 22 GP practices andthe PCN CIC, ensuring high levels of stakeholder satisfaction. Liaise with IT vendors andservice providers to manage service level agreements (SLAs) and ensure thedelivery of high-quality IT services. Develop and maintain an ITservice catalogue, clearly outlining the IT services available to the GPpractices and the PCN CIC. Conduct regular IT servicereviews with key stakeholders, gathering feedback to drive continuousimprovement in IT service delivery.

Secondary Role: Clinical SystemSupport

Good understanding ofprimary care clinical systems in current use, be capable ofresolving/signposting issues in a timely and efficient manner. Coordinate with clinicalsystem vendors to manage updates, patches, and system enhancements, ensuringminimal disruption to service operations. Develop/locate and maintaincomprehensive documentation for all clinical systems, including user manuals,troubleshooting guides, and FAQs.

Qualifications and Skills:

Experience in IT support,preferably in a healthcare setting. Strong understanding ofclinical systems and digital healthcare solutions. Knowledge of IT servicemanagement frameworks, such as ITIL. Excellent communication andstakeholder engagement skills. Ability to train andsupport non-technical users in the adoption of digital tools. Problem-solving mindset,with a focus on continuous improvement. This role is central tosupporting the digital infrastructure of the primary care network, requiring acombination of technical proficiency, stakeholder management skills, and anunderstanding of the healthcare sector.

Working Hours & Location

The post holderwill be required to work hours a week. The role will be based at Sutton PCN sites and GP Practiceswithin the London Borough of Sutton.

Equality &diversity

The post-holder will support the equality, diversity and rights of all those around them andto include:

Acting in a way that recognises the importance of peoples rights,interpreting them in a way that is consistent with practiceprocedures and policies and current legislation. Respecting the privacy, dignity,needs and beliefsof patients, other staffand colleagues. Behaving in a mannerwhich is welcoming to and of the individual,is non-judgmental and respects their circumstances,feelings, priorities and rights.

Personal &Professional Development

The post-holder will be supported with regular performance management reviews.

The post-holder will be expected to take responsibility for theirown development, learningand performance and demonstrate skills and activities to others who areundertaking similar work.

Some trainingmay need to be undertaken outside of normal working hours andoff site.

Quality & Governance

Thepost-holder will strive to maintain quality within the PCNs andwill:

Alert other teammembers to issues of quality and risk. Assess own performance and takeaccountability for own actions, eitherdirectly or under supervision. Effectively manage own time, workload and resources.

General

This jobdescription reflects the current situation. It is subject to review andupdating in the light of changing service needs. Details may be changed in consultationwith the role holder and/or reviewed at their annual appraisal.

Jobdescriptions are not designed to be all-inclusive although they will, as far aspracticable, be a reasonably accurate and understandable specification ofduties. The nature of the organisation demands a flexible approach to provideefficient and modern services to our patients. This job description may beamended by the PCNs and the post holder may be required to carry out additionalor other duties as may be reasonably required.

This jobdescription may be subject to periodic review and amendment in consultationwith the postholder.

EQUALITYACT 2010

Please notethat some flexibility may be exercised in the application of the criteriaoutlined above where a disabled candidate covered by this Act is unable to meetcertain parts of the specification by reason of their disability. If youbelieve this applies to you please outline the details on your applicationform. Each case will be assessed on an individual basis at shortlisting and/orinterview with advice from Human Resources.

Person Specification

Qualifications

Desirable

Degree level education or equivalent in IT/Digital related field.

Experience

Desirable

Knowledge of IT systems such as EMIS, Apex, NHS App and AccuRx. In-depth understanding of wider systems IT infrastructure. Including MS Office 365. Experience in implementing change. Advanced Microsoft Excel skills.

Personal Attributes

Essential

Ability to problem solve. Vision to support the improvement of patient services by providing a high-quality IT insight and delivery. Committed to continuous improvement of IT and clinical systems to improve efficiency and patient care. Highly motivated, confident and enthusiastic self-starter. Strong team working and an ability to recognise the contribution of others. Able to plan time effectively.

Desirable

Able to quantify and balance competing project requirements. Ability to make decisions autonomously, when required, on issues relating to core business. Resilience and confidence in own ability. The ability to think innovatively.

Communication Skills

Essential

Excellent communication and presentation skills. Ability to work in collaboration with others to achieve results.

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