Job summary
Employer heading
Healthroster Support Officer
Band 3
One LSC is a new collaborative partnership shared service formed by the five NHS Trusts serving the Lancashire and South Cumbria population of 1.8 million people. We are a shared service run by the NHS, for the NHS and are hosted by East Lancashire Hospitals NHS Trust on behalf of the partner Trusts of the Lancashire and South Cumbria system.
One LSC stands for ‘One Lancashire and South Cumbria’ and reflects the Lancashire and South Cumbria System ambition to have one team serving Lancashire and South Cumbria in a joined-up way. It is jointly run by the five Trusts as a collaborative partnership.
The Trusts that make up One LSC are:
· Blackpool Teaching Hospitals NHS Foundation Trust
· East Lancashire Hospitals NHS Trust
· Lancashire and South Cumbria NHS Foundation Trust
· Lancashire Teaching Hospitals NHS Foundation Trust
· University Hospitals of Morecambe Bay NHS Foundation Trust
One LSC brings together the Digital, Data and Technology, Estates and Facilities, Finance, People Services and Procurement and Logistics services from each of the provider Trusts to create one central community of professionals. Under one leadership team, they will provide services for and on behalf of all Trusts.
The aim is to bring services more closely together so that we can deliver the best service possible to each of our partner organisations. At the core of One LSC delivery is eliminating duplication, removing unwarranted variation, realisation of the benefits of sharing common systems and processes and ensuring we deliver value for money for our partners, our system and, ultimately, for the communities we serve.
Job overview
We are seeking a dedicated and detail-oriented Health Roster Support Specialist to ensure the smooth operation of our Health Roster system. In this role, you will be the first point of contact for system users, providing effective support and resolving issues efficiently.
Working closely with Allocate Support and the Health Roster Facilitators, you will assist in implementing system upgrades with minimal disruption. You will also monitor rosters to ensure they are finalised on time and meet compliance requirements.
Your responsibilities will include maintaining system accuracy by keeping user accounts up to date, synchronising data with ESR, and responding promptly to enquiries while providing excellent customer service. Additionally, you will work with team leaders to prepare and deliver reports that support internal and external reviews.
This role offers an excellent opportunity to contribute to the efficiency of our operations and support a vital system within the organisation. If you are organised, proactive, and enjoy solving problems, we would love to hear from you!
Main duties of the job
In this role, you will provide first-line support to users, resolving issues promptly and efficiently while utilizing your strong communication skills to collaborate with Allocate Support, ensuring the Health Roster system operates smoothly. You will work closely with the Health Roster Facilitators to implement upgrades quickly, minimizing disruptions. Additionally, you will monitor rosters to ensure they are finalized and compliant, assist with creating user accounts, and upload data to keep the system current. Maintaining the Health Roster system Gateway is also key, ensuring synchronization with ESR and the accuracy of data. You will respond to inquiries in a timely manner, delivering exceptional customer service to team members, and work with leaders to provide accurate reports and information for both internal and external reviews.
Working for our organisation
Our Partnership brings together the five NHS provider Trusts with the Integrated Care Board (ICB) in Lancashire and South Cumbria to improve health and healthcare. The organisations across Lancashire and South Cumbria involved in the collaboration are Blackpool Teaching Hospital NHS Foundation Trust, East Lancashire Hospitals NHS Trust, Lancashire & South Cumbria NHS Foundation Trust, Lancashire Teaching Hospitals NHS Foundation Trust, and University Hospitals of Morecambe Bay NHS Foundation Trust.This is about working together as equal partners to make sure patients, their families and communities benefit across the whole of the area.
The aim is to reduce health inequalities and improve services, outcomes and people’s experiences of accessing healthcare. Our partnership also aims to ensure that Lancashire and South Cumbria is a great place to work.
We want to further improve quality by sharing skills and best practice, pooling our resources and standardising the way we work where possible to reduce unnecessary duplication. To achieve this we have created One LSC, which will oversee all corporate services for Lancashire and South Cumbria.
This is an exciting time to join a new collaboration, which is focused on a system-wide approach to better outcomes for patients and opportunities for staff.
Please note that One LSC is hosted by East Lancashire Hospitals NHS Trust, who would be the employer.
Detailed job description and main responsibilities
Primary Support Role: You are the primary contact for users needing support with the Health Roster system. Whether it’s a technical issue, a question, or a complex problem, you help troubleshoot and find solutions.
Coordinate with Allocate Support: You act as the intermediary between our team and Allocate Support, using the Allocate portal to raise any cases or questions, ensuring we receive the necessary support to maintain the Health Roster system.
First Point of Contact: When users experience issues, you are the first point of contact. You handle initial troubleshooting and escalate to higher-level support if needed.
Problem-Solving: You apply your problem-solving skills to resolve database issues and seek additional assistance from the Head of Healthroster when necessary.
Assisting with Upgrades: You assist with system upgrades, helping to ensure a smooth transition for all users.
Ensuring Roster Accuracy: You ensure rosters are accurate, compliant, and finalised to ensure proper payroll and scheduling.
Managing Data: You handle data tasks such as uploading sync reports and creating user accounts, ensuring our data remains organised and current.
Supporting Temporary Staffing: You provide support to the Temporary Staffing team, ensuring they have the tools they need to use the Health Roster system effectively.
Health Roster Gateway Management: You manage the Health Roster Gateway, keeping it updated and troubleshooting any issues with staff hours and grades.
Providing User Support: You offer friendly, helpful support to users with questions or needing assistance, making sure they feel supported.
Generating Reports: You generate and distribute reports, providing necessary information for internal reviews and inspections.
Building Effective Relationships: You collaborate with various teams and stakeholders, maintaining strong relationships to achieve common goals.
Team Contribution: You contribute to the team’s effectiveness by managing your workload and continuously improving your skills through training and development.
Adhering to Policies: You follow all relevant policies and procedures to ensure smooth operations.
Person specification
Qualifications and Education
Essential criteria
- Minimum of GCSE Grade C or equivalent in Mathematics and English Language
Knowledge and Experience
Essential criteria
- Experience of delivering internal customer support, professionally dealing with a range of situations by email, over the phone and face to face with positive outcomes.
- Experience using Microsoft Office to an intermediate level.
- Experience of managing a varied range of tasks and activities
- Previous experience of, and a strong commitment to delivering a customer focused service
- Experience of extracting management information reports from a database, presenting the information and knowledge in user-friendly formats
- Experience of working within defined administrative procedures
Desirable criteria
- Experience of working within a project environment
- Experience of working with IT systems, e.g., ESR and Healthroster
- Knowledge of the healthcare setting an understanding of the need to provide an effective 24 hour service
- Previous experience of working within an administration role in a Health Roster service
Documents to download
Further details / informal visits contact
- Name
- Sam Stewart
- Job title
- Deputy Head of Healthroster
- Email address
- [email protected]
- Telephone number
- 01772 521876
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