Job summary
An opportunity has arisen within Outpatients for a Band 5 Training and Development Officer. This post will be based at the Queen Elizabeth Site, Woolwich, however cross-site travel will be required.
At Lewisham & Greenwich NHS Trust we are committed to an ambitious programme of transformation to include supporting our clinicians and services through recovery from Covid-19 to improved efficiency and quality services for our patients. The Outpatients service runs across two Acute sites and incorporates two Patient Call Centres, Reception Services, the Appointments Booking Office to include e-RS and RAS staff, Rescheduling Team, RTT Team and Trustwide and Community Phlebotomy Services.
Key areas of responsibility include all aspects of staff training, induction and development, while supporting the development of our processes and quality assurance. You will be an integral part of the team helping to shape how best to deliver centralised services on behalf of the Trust.
The post-holder will prepare and will roll-out training to Outpatients staff on PAS/Trust-wide system workflows, all aimed at supporting the delivery of high-quality data at the point of entry and for subsequent reporting. They will be responsible for ensuring that staff are fully equipped to utilise the relevant clinical systems for Outpatients within the Trust by providing daily support to end users and on-site, desk-side data input training across all areas of Outpatients.
Main duties of the job
On-site training of individual data entry staff plays a key role in this post and will require an in-depth understanding of end to end workflows and data quality in the following areas within Outpatients Referral Management and Clinic Management.
The secondary focus of this job will be to support Outpatient users and offer initial assistance to people who are having problems. As first port of call they need to be both confident computer users and trained to become expert system users.
The post holder will be responsible for ensuring that any newly identified data quality issues are highlighted to their manager and any potential system configuration updates/changes are escalated to the Data Quality Improvement Team.
The post-holder will frequently liaise with departmental supervisors and managers to share data entry issues raised by operational staff, supporting the development of action plans in areas of non-compliance.
Maintaining up-to-date training records and ensuring training and induction for Outpatients staff is delivered in a timely and effective manner also falls within the scope of this role.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
-
Job Summary:
The post-holder will prepare and will roll-out training to Outpatients staff on PAS/Trust-wide system workflows, all aimed at supporting the delivery of high-quality data at the point of entry and for subsequent reporting. They will be responsible for ensuring that staff are fully equipped to utilise the relevant clinical systems for Outpatients within the Trust by providing daily support to end users and on-site, desk-side data input training across all areas of Outpatients.
On-site training of individual data entry staff plays a key role in this post and will require an in-depth understanding of end to end workflows and data quality in the following areas within Outpatients Referral Management and Clinic Management.
The secondary focus of this job will be to support Outpatient users and offer initial assistance to people who are having problems. As first port of call they need to be both confident computer users and trained to become expert system users.
The post holder will be responsible for ensuring that any newly identified data quality issues are highlighted to their manager and any potential system configuration updates/changes are escalated to the Data Quality Improvement Team.
The post-holder will frequently liaise with departmental supervisors and managers to share data entry issues raised by operational staff, supporting the development of action plans in areas of non-compliance.
Maintaining up-to-date training records and ensuring training and induction for Outpatients staff is delivered in a timely and effective manner also falls within the scope of this role.
Key Result Areas & Performance:
- Prepare and deliver relevant Outpatients training courses for new starters, which reflect differing learning needs and styles.
- Assist in the preparation of training facilities and materials, including lesson plans and comprehensive user guides, prior to course
- Deliver training to groups of various sizes in a variety of formats based on presentations and one to one support.
- Assess and evaluate attendees performance and ensure that responses feed back in future training
- Ensure that all materials associated with training and its publicity (user guides, web- based training material, training pages on the intranet) are kept uniformly updated in line with changes to the software and/or business
- Assist users in the understanding of the importance of data quality in their specific role and responsibility and to promote data quality and information governance requirements appropriately and to all relevant
- Ensure that training delivered enables users to fully understand the processes both directly and indirectly associated with their role and linkage to other local IT
- To help to triage and where possible resolve issues immediately or to log and escalate as
- To provide a conduit for two-way communication between users and support staff, including champion users, other floorwalkers, service desk.
- To support and advise on downtime procedures and business continuity to ensure that they are adopted successfully in their allocated local work area.
- To ensure that all system and process issues and incidents are logged and tracked using formal
- To be able to deliver clear and concise communication supported by diagnostic, system and process knowledge, and be adaptable to support across all Outpatients locations.
- To work with senior clinicians, managers and staff from across the Trust to build the confidence of end users in Outpatient systems.
- To work autonomously using own initiative and make decisions based on expertise and knowledge of hospital based care processes, procedures and policies.
Information Resources
Financial
- 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
- Liaise with a range of staff across Outpatients in relation to systems.
- Assist with the management of recruitment, selection, performance and development of Outpatients staff.
- Ensure that all staff receive 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 training and development of the Outpatients team
- Constantly analyse performance information to identify trends and issues and recommend a course of action.
- Support the delivery 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.
Partnerships
Internally:
Divisional Directors
General Managers
Clinical Leads and other consultant and junior medical staff
Staff within the Service
Other Service Managers and management teams
Externally:
All Commissioning bodies
NHS London (Strategic Health Authority)
General Practitioners
Other Local Trusts/Providers
NHS Digital
Job description
Job responsibilities
-
Job Summary:
The post-holder will prepare and will roll-out training to Outpatients staff on PAS/Trust-wide system workflows, all aimed at supporting the delivery of high-quality data at the point of entry and for subsequent reporting. They will be responsible for ensuring that staff are fully equipped to utilise the relevant clinical systems for Outpatients within the Trust by providing daily support to end users and on-site, desk-side data input training across all areas of Outpatients.
On-site training of individual data entry staff plays a key role in this post and will require an in-depth understanding of end to end workflows and data quality in the following areas within Outpatients Referral Management and Clinic Management.
The secondary focus of this job will be to support Outpatient users and offer initial assistance to people who are having problems. As first port of call they need to be both confident computer users and trained to become expert system users.
The post holder will be responsible for ensuring that any newly identified data quality issues are highlighted to their manager and any potential system configuration updates/changes are escalated to the Data Quality Improvement Team.
The post-holder will frequently liaise with departmental supervisors and managers to share data entry issues raised by operational staff, supporting the development of action plans in areas of non-compliance.
Maintaining up-to-date training records and ensuring training and induction for Outpatients staff is delivered in a timely and effective manner also falls within the scope of this role.
Key Result Areas & Performance:
- Prepare and deliver relevant Outpatients training courses for new starters, which reflect differing learning needs and styles.
- Assist in the preparation of training facilities and materials, including lesson plans and comprehensive user guides, prior to course
- Deliver training to groups of various sizes in a variety of formats based on presentations and one to one support.
- Assess and evaluate attendees performance and ensure that responses feed back in future training
- Ensure that all materials associated with training and its publicity (user guides, web- based training material, training pages on the intranet) are kept uniformly updated in line with changes to the software and/or business
- Assist users in the understanding of the importance of data quality in their specific role and responsibility and to promote data quality and information governance requirements appropriately and to all relevant
- Ensure that training delivered enables users to fully understand the processes both directly and indirectly associated with their role and linkage to other local IT
- To help to triage and where possible resolve issues immediately or to log and escalate as
- To provide a conduit for two-way communication between users and support staff, including champion users, other floorwalkers, service desk.
- To support and advise on downtime procedures and business continuity to ensure that they are adopted successfully in their allocated local work area.
- To ensure that all system and process issues and incidents are logged and tracked using formal
- To be able to deliver clear and concise communication supported by diagnostic, system and process knowledge, and be adaptable to support across all Outpatients locations.
- To work with senior clinicians, managers and staff from across the Trust to build the confidence of end users in Outpatient systems.
- To work autonomously using own initiative and make decisions based on expertise and knowledge of hospital based care processes, procedures and policies.
Information Resources
Financial
- 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
- Liaise with a range of staff across Outpatients in relation to systems.
- Assist with the management of recruitment, selection, performance and development of Outpatients staff.
- Ensure that all staff receive 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 training and development of the Outpatients team
- Constantly analyse performance information to identify trends and issues and recommend a course of action.
- Support the delivery 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.
Partnerships
Internally:
Divisional Directors
General Managers
Clinical Leads and other consultant and junior medical staff
Staff within the Service
Other Service Managers and management teams
Externally:
All Commissioning bodies
NHS London (Strategic Health Authority)
General Practitioners
Other Local Trusts/Providers
NHS Digital
Person Specification
Qualifications and Training
Essential
- Degree level or equivalent experience
Desirable
- Recognised training or teaching qualification
Experience
Essential
- Experience within a large, complex organisation
- Experience in NHS or equivalent patient care setting
- Able to demonstrate experience of preparing and delivering teaching and/or training to groups and individuals
- Working as part of a team or individually, using own initiative as and when required
- Practical experience of correcting information in a patient administration system (PAS), involving daily data entry
- Experience of working with policies and procedures
Desirable
- Experience of implementing RTT Pathway training and validation processes
Knowledge and Skills
Essential
- Ability to understand, absorb and comply with detailed procedures
- Able to manage more than one task at a time, to a high standard of accuracy
- Ability to discuss with colleagues individual cases with a view to enhance staff performance
- Excellent report writing and presentation skills
- Ability to work independently, manage own workload and use own initiative without close supervision
- Able to work under pressure to meet deadlines
- Ability to actively promote equality, diversity and inclusion within all areas of responsibility
- Experienced and effective team worker skilled at networking and establishing positive relationships and rapport with all stakeholders, including senior managers
Person Specification
Qualifications and Training
Essential
- Degree level or equivalent experience
Desirable
- Recognised training or teaching qualification
Experience
Essential
- Experience within a large, complex organisation
- Experience in NHS or equivalent patient care setting
- Able to demonstrate experience of preparing and delivering teaching and/or training to groups and individuals
- Working as part of a team or individually, using own initiative as and when required
- Practical experience of correcting information in a patient administration system (PAS), involving daily data entry
- Experience of working with policies and procedures
Desirable
- Experience of implementing RTT Pathway training and validation processes
Knowledge and Skills
Essential
- Ability to understand, absorb and comply with detailed procedures
- Able to manage more than one task at a time, to a high standard of accuracy
- Ability to discuss with colleagues individual cases with a view to enhance staff performance
- Excellent report writing and presentation skills
- Ability to work independently, manage own workload and use own initiative without close supervision
- Able to work under pressure to meet deadlines
- Ability to actively promote equality, diversity and inclusion within all areas of responsibility
- Experienced and effective team worker skilled at networking and establishing positive relationships and rapport with all stakeholders, including senior managers
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
