EPR Support Analyst, Band 4 inGloucester inGloucester PUBLISHED MON 11 NOV 2024

We are looking for enthusiastic, skilled and motivated EPR Systems Configuration Support, who are passionate about improving patient care. This is a great opportunity to join an innovative team at an exciting time in our digital journey. This position would be ideal for anyone looking to launch a career in the world of EPR configuration so if you have a technical mind, are up for a challenge and are passionate about improving patient care then we want to hear from you!

As part of our award-winning digital team, this is an opportunity to be a part of delivering the future of the electronic patient record though a highly varied, challenging and rewarding role which involves supporting the smooth running of business as usual configuration, issue resolution, assisting with documenting and maintaining processes and supporting the wards and clinical staff as your work goes live for use. In addition you will be providing advice and guidance on the effective use of the Sunrise EPR clinical system across our hospitals. You will have the opportunity to an integral part of maintaining the live system; as well as working with clinicians to optimise the tools we already have to contribute towards our digital strategy to release time to care.

We are looking for highly organised, motivated and service focused individuals with experience of managing work queues and resolving queries in a fast paced and ever-changing environment to meet the needs of the trust and its staff. The post-holder will be expected to convey a positive, professional image, representing the Digital Team and an advocate for Sunrise EPR (Electronic Patient Record).

They must demonstrate a proactive approach and a passion for excellent customer service, as well as a technical background or curiosity. The right candidate will be able to exercise appropriate initiative and demonstrate the ability to problem solve and make decisions in a high profile and busy technical environment.

As the first point of contact for all users of electronic patient records, they must be able to communicate effectively and confidently with people at all levels, backgrounds and technical ability to give every user the best experience and standard of service possible.

About us

This role is combines a mix of office based, home working and on site clinical engagement. Main responsibilities include:

- As the first point of contact, be an advocate for Sunrise EPR by offering advice, guidance and support and making every user experience a positive one

- Using the trusts service management system (TOPdesk) and incoming telephone calls, ensure the resolution of incidents, problems and requests are handled in an efficient and professional manner, keeping users up to date with progress where first call resolution is not possible

- Maintain understanding of and adherence to all trust and departmental standards, service agreements, policies, procedures and working practices, by keeping up to date with all E-Learning and development and escalating and seeking further advice or information when necessary

- On a daily basis, monitor the task queues on the trust service management system (TOPDesk) and where there are unresolved jobs, ensure these are identified and either resolved or escalated to other members of the EPR / Digital Team for resolution, depending on the complexity of the problem

- Using the Live & Non-Live EPR Environments to replicate issues reported by users

- Creation and maintenance of knowledge documentation, SOPs, QRGs and guides to support other members of the EPR/Digital team with resolving Sunrise EPR issues and drive a culture of continuous improvement and knowledge development

- Configuration and testing of BAU Changes to the Live and Non-Live EPR Environments e.g. building of new wards, small changes to clinical documentation, new pathology tests etc

- Working flexibly and together with all teams to achieve project delivery with a desire to improve patient care and outcomes and a passion for continuous improvement whilst understanding of the challenges faced by clinicians in an acute hospital

- Providing in office and on the ground support as required including working out of hours / nights during new project and optimisation system implementations

- Support manager or other senior managers with any other reasonable requests