POSITION PROFILE

Location

Cheshire Hall & Cockburn Town Medical Centres

Job Title

HIS/Telehealth Administrator

Job Code

Reports to

HIS manager/IM&T Manager

No of Positions

1

Department

IM&T

Created

Directorate

Support Services

Last Update

Hours

Full Time

Approved Date

1.   DIMENSIONS:

• The post holder is not responsible for managing staff, however on occasions the post holder may need to supervise and provide training to temporary, student or more junior staff members, and provide one-to-one training with users on use of IT systems and equipment where appropriate.
• The post holder has no budgetary responsibility.
• Contact with patients will be incidental.

2.   RESPONSIBILITIES:

• Analyse and resolve HIS/PACS/RIS and Telehealth problems logged by users (by phone, email and fault logs) or route them onwards as necessary (e.g. 3rd party support companies), ensuring that normal service is restored to users within minimum timescale.
• To proactively monitor and support HIS infrastructure including servers, backups, database and Telehealth equipment. 
• Assist in identifying potential problems, design, and implement changes to prevent these from occurring.
• Assist in the release of HIS/LIS/RIS/PACS specific server and application software upgrades and patches.
• To provide advice and guidance to employees on the use of IT systems and services.
• To carry out testing of hardware and software proposed for use within IHC TCI, with particular attention to supportability.
• To participate in in-service training schemes to ensure knowledge is dissipated within the team and co-ordinate calls requiring second line support with other members of the support team or external suppliers
• To undertake continuing professional development through research and attendance at events e.g. training courses/seminars, and participate in continuing dialogue with colleagues to maintain knowledge of latest developments, products and emerging technologies, suggesting where they may be used to improve services, and disseminating such knowledge to users where required.
• Assist in production of KPI’s, statistics and reports from the various hospital information systems.
• To ensure users gain maximum benefit from IT systems by ensuring that installed equipment is working to its optimum performance. To ensure that installed equipment conforms to current legislation regarding health etc.
• To identify equipment within the organisation that would benefit from being replaced.
• To facilitate in-house training sessions with users on all IT systems and to highlight to the IM&T manager individuals that may require further training. To inform users, as required, of the requirement of the IT security policies and data protection and to notify the IM&T Manager when these policies have been breached.
• Implements and manages technical documentation for all systems including but not limited to system architecture, server configuration, HIS systems LIS systems and Telehealth.
• Implements and manages DR (Disaster Recovery) and BC (Business Continuity) solutions for all technical systems at both hardware and software level.

Performs other professional duties as may be assigned within his/her scope and ability.

3.   DECISION MAKING AUTHORITY:

• The post holder will receive general direction from the IM&T Manager and HIS manager and is expected to manage their own workload using initiative, experience and professional knowledge to ensure completion of all tasks in an efficient and effective manner.
• The post holder is expected to undertake analysis of facts or situations to identify and resolve a range of problems autonomously.
• The post holder will occasionally be required to make decisions based upon uncertain information using broad guidance and personal experience.
• The post holder will be expected to occasionally escalate issues to the IM&T manager or Support Services Director.

A large part of the post holder’s workload is generated via the IM&T Call logging systems. This requires flexibility on behalf of the post holder to ensure that all problem/requests are progressed within the agreed timescale with the users. The normal priority of a new call is unassigned therefore the post holders must exercise judgement on the priority to be allocated using their experience and professional knowledge.

4.   COMMUNICATIONS AND RELATIONSHIPS:

Internal:   

Departmental staff.

External: 

All InterHealth Canada staff

TCI government

NHIP

3^rd party suppliers and service providers

5.     KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED FOR JOB

Education

Required

• Academic degree; industry-specific qualification or Technical level in computer, business or quantitative field such as: Computer Science, Business, Operations, Mathematics or Education

Desired

• Certified Teacher

Experience

• A minimum of 5 years teacher/training experience.
• Experience of teaching/training within a healthcare environment.

Communication Skills

• The post holder will frequently be required to analyse, interpret complex technical information and concepts, and convey such information in a way that can be understood by people who do not have detailed technical knowledge.  This may involve providing training to users in the use of IT systems.
• The post holder deals with highly charged emotional situations often involving dissatisfied users.  Such situations can, if not handled sensitively, become unpleasant confrontations.

Demonstrated Skills/Abilities

• Ability to interrogate databases to produce reports, statistics and Key Performance Indicators.
• Highly developed keyboard skills are required, as the post holder will be expected to utilise a number of applications.
• The post demands frequent concentration, occasionally prolonged when investigating complex issues, working to exacting and changing deadlines, with frequent interruptions from users or work colleagues. The post holder must be able to demonstrate the ability to concentrate while analysing and resolving user problems.
• Ability to effectively convey ideas, concepts and processes to a diverse group of clinical and admin staff.

Personal Attributes

• Ability to build strong business and personal relationships.
• Motivated, self-starter.
• Ability to work under pressure.
• Ability to diagnose issues across a broad IT spectrum.
• A positive and enthusiastic attitude to customer care.
• Good analytical skills.