Job summary
An exciting opportunity has arisen for a Registration Authority (RA) Agent. The successful candidate will join the busy Digital Systems Team, who are part of the organisation's Digital Services department.
As a member of a forward-thinking Digital Services department, in an organisation who has a strategic priority of 'Advancing our use of data and technology', you will be providing high quality end user support for Registration Authority services for the Trust and external organisations across Norfolk and Waveney. This support could be through a physical or virtual presence depending on the customer needs.
Main duties of the job
We are looking for a flexible, enthusiastic, and friendly individual who has excellent customer service skills and attention to detail. The successful applicant will be able to work on their own initiative and, to provide timely and efficient responses to our customers, whilst ensuring service level agreements are met. You must be prepared to continually update your skills as new systems and functionalities become available, and you will be provided with the support and training to implement these.
You will be responsible for the setup and day to day running of the Trust's Registration Authority service, acting as an Enhanced RA Agent to ensure smooth operation and service availability. You will be supporting users by assigning access to systems, diagnosing and resolving RA related problems, assisting the creation of their digital identity, organising clinical system deployments and providing end user training.
About us
The team works on hybrid basis, with a mix of office based and remote working. You will be required to support customer face to face appointments on a rotational basis which may vary depending on business needs. Your identified working base will be the Norwich Community Hospital.
The Digital Services department has a culture of service improvement where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS Community Trust in the country to be awarded the title.
Job description
Job responsibilities
Please see the full Job Description for detailed overview of main responsibilities and requirements.
Job description
Job responsibilities
Please see the full Job Description for detailed overview of main responsibilities and requirements.
Person Specification
Qualifications
Essential
- A-Level or Diploma in Administration, ICT or Customer Service or equivalent experience/knowledge
- ITIL Foundation Certificate or equivalent relevant experience gained through experience working in an ITIL based environment
Experience
Essential
- Experience in using web-based applications and digital systems in the workplace
- Significant experience of providing customer focused advice/support via telephone/email/face to face
- Experience of facilitating service/work improvements
- Evidence of ability to communicate effectively with a wide range of professionals and management at all levels within an organisation
Desirable
- Previous employment/experience in the NHS
- Experience of working with NHS Smartcards and the Registration Authority
- Experience using a call management system
- Experience providing IT Training or production of user guides
Skills, Abilities and Knowledge
Essential
- Excellent Microsoft Office/O365 skills
- Advanced keyboard skills
- Ability to analyse data in fine detail
- Proven communication and interpersonal skills
- Able to clearly explain procedures to others
- Experience of producing and presenting clear, concise documentation
- Ability to take on board new ideas, skills and knowledge
- Can manage and work to multiple and tight timescales under pressure
- Able to prioritise workload, considering significance of task, deadlines, and objectives
- Innovative approach to problem solving
- Positive approach to change management
Desirable
- Knowledge of Registration Authority policies and procedures and the Care Identity Service (CIS)
Communication
Essential
- Effective listening skills
- Clear, accurate written and verbal communication with experience of producing and presenting clear, concise documentation
- Ability to interact effectively with people at all levels
Personal and People Development
Essential
- Ability to build positive relationships and gain commitment from others
Personal Attributes / Behaviours
Essential
- Self-motivated, prepared to act on own initiative
- Polite and patient manner
- Ability to be assertive
- Proven organisational skills with excellent time management
- Ability to work alone and as part of a cohesive team
- Ability to relate to clinical and other staff at all levels
- Ability to manage own programme of work
- Interest in continued professional development
Other
Essential
- Willing to work flexibly when required
- Must be able to make own travelling arrangements
Person Specification
Qualifications
Essential
- A-Level or Diploma in Administration, ICT or Customer Service or equivalent experience/knowledge
- ITIL Foundation Certificate or equivalent relevant experience gained through experience working in an ITIL based environment
Experience
Essential
- Experience in using web-based applications and digital systems in the workplace
- Significant experience of providing customer focused advice/support via telephone/email/face to face
- Experience of facilitating service/work improvements
- Evidence of ability to communicate effectively with a wide range of professionals and management at all levels within an organisation
Desirable
- Previous employment/experience in the NHS
- Experience of working with NHS Smartcards and the Registration Authority
- Experience using a call management system
- Experience providing IT Training or production of user guides
Skills, Abilities and Knowledge
Essential
- Excellent Microsoft Office/O365 skills
- Advanced keyboard skills
- Ability to analyse data in fine detail
- Proven communication and interpersonal skills
- Able to clearly explain procedures to others
- Experience of producing and presenting clear, concise documentation
- Ability to take on board new ideas, skills and knowledge
- Can manage and work to multiple and tight timescales under pressure
- Able to prioritise workload, considering significance of task, deadlines, and objectives
- Innovative approach to problem solving
- Positive approach to change management
Desirable
- Knowledge of Registration Authority policies and procedures and the Care Identity Service (CIS)
Communication
Essential
- Effective listening skills
- Clear, accurate written and verbal communication with experience of producing and presenting clear, concise documentation
- Ability to interact effectively with people at all levels
Personal and People Development
Essential
- Ability to build positive relationships and gain commitment from others
Personal Attributes / Behaviours
Essential
- Self-motivated, prepared to act on own initiative
- Polite and patient manner
- Ability to be assertive
- Proven organisational skills with excellent time management
- Ability to work alone and as part of a cohesive team
- Ability to relate to clinical and other staff at all levels
- Ability to manage own programme of work
- Interest in continued professional development
Other
Essential
- Willing to work flexibly when required
- Must be able to make own travelling arrangements
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.
