Job summary
- Main area
- Digital Coach
- Grade
- NHS AfC: Band 7
- Contract
- 18 months (Fixed term: 18 months)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 334-NCL-6693544-TA
- Employer
- South London and Maudsley NHS Foundation Trust
- Employer type
- NHS
- Site
- Bethlem
- Town
- Beckenham
- Salary
- £51,883 - £58,544 per annum inclusive of HCAS
- Salary period
- Yearly
- Closing
- 11/11/2024 23:59
Employer heading
Digital Clinical Systems Coach
NHS AfC: Band 7
South London and Maudsley NHS Foundation Trust has a rich history, well-established community links and an international reputation. We deliver specialist services in the London boroughs of Croydon, Lambeth, Lewisham and Southwark, Bexley, Bromley, Greenwich, Wandsworth and Richmond.
We are committed to provide a high quality and specialist care to our service users and we are recognised for our care and treatment we provide. The Care Quality Commission already rates our services as ‘good’.
We launched our five-year strategy, Aiming High; Changing Lives in 2021 together with Our Care Improvement System as our quality management system methodology to make a positive impact on patient care, outcomes and staff experience. By joining SLaM, all staff will get the opportunity to be part of this exciting improvement journey supported with learning and development to harness everyone’s potential as change makers.
The trust recognises the unique and valuable contribution that people with lived experience of mental illness can bring to a role. We therefore welcome applications from people with lived experience and consider them as an asset to the Trust.
Our Values
We take pride in providing specialist care to our service users where our Trust values and our promise to be caring, kind, polite, prompt, honest, listen and do what I say I’m going to do is at the heart of everything we do. When you join us, you’ll be part of something special.
As a Trust we are happy to talk flexible working.
Job overview
This role will be supporting the implementation of a Trust wide Clinical Systems across both Inpatient and Community Services. As a member of the Clinical Systems Team of the Digital Services Division you will be responsible for the delivery of clinical coaching services and materials to staff across the Trust. These are key transformation programmes which will underpin clinical practice and delivery of quality care for all our patients and service users. You will need to be a proactive worker with excellent communication skills to work with all clinicians across different care pathways, to deliver coaching and support the implementation and roll out of clinical applications. A passion for every customer getting an excellent service must be a key driver.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.
Main duties of the job
- Delivering Coaching to support implementation of Clinical Systems within the Trust
- Development of high-quality coaching materials.
- Maintaining and challenging coaching materials, ensuring these are kept up-to-date and relevant for coaching requirements within the Trust
- Monitor and manage user requests and customer survey satisfaction responses.
- Produce courses and timetable for available coaching to support systems roll out
- Liaise with staff to understand their coaching needs
- Responsible for empowering, coaching and motivating the teams to deliver systems across all services.
- Promote, champion and drive the use of ITIL good practices across the teams.
- Promote and champion the use of industry good practices in the fields of service support and customer satisfaction.
- Be a proactive, supportive and forward-thinking member of the Project Team
- Ensure all process and policies are created, maintained and adhered to for the successful delivery of the team’s function.
- Display confidence and provide outstanding service, mentoring team staff and providing advanced troubleshooting and consulting services as required to support Clinical System Programmes.
Working for our organisation
1About Us:
Clinical Systems Teams fall within the Digital Services umbrella, empowering technology and process to ensure the customers have the best possible result. You will be responsible for providing, updating, and maintaining all the coaching materials required to ensure Staff are aware of the capabilities of the solution
About our locations:
The clinical systems team are primarily based at Bethlem but also work across various of sites:
Maudsley Hospital (headquarters)
Our Trust headquarters is located at Denmark Hill less than 5 minutes from the train station (zone 2) and is within walking distance from the beautiful green spaces of Ruskin park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.
St Pauls
St Pauls is located within the Bromley area and is less than 10 minutes from the train stations (Bromley South, Bromley North and Shortlands) It is within walking distance from the beautiful green spaces of Bromley Park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.
Bethlem Royal Hospital
Bethlem Royal Hospital is based in a beautiful setting in over 200 acres of green space in the London Borough of Bromley, South East London. The hospital has easy access to nearby main roads and have offers free parking. The site is within walking distance from of Eden Park and West Wickham overland stations.
Detailed job description and main responsibilities
Job Purpose:
To support the implementation of a Trust wide Clinical Systems across both Inpatient and Community Services. As a member of the Clinical Systems Team of the Digital Services Division you will be responsible for the delivery of clinical coaching services and materials to staff across the Trust. These are key transformation programmes which will underpin clinical practice and delivery of quality care for all our patients and service users. You will need to be a proactive worker with excellent communication skills to work with all clinicians across different care pathways, to deliver coaching and support the implementation and roll out of clinical applications. A passion for every customer getting an excellent service must be a key driver.
Clinical Systems Teams fall within the Digital Services umbrella, empowering technology and process to ensure the customers have the best possible result. You will be responsible for providing, updating, and maintaining all the coaching materials required to ensure Staff are aware of the capabilities of the solutions.
Being a senior technology professional, you will be a member of the various system Project Teams to successfully deliver the solutions to the Trust clinicians. Offering a “can do”, proactive approach to coaching and ultimately delivering service needs.
Personal Specification:
Each requirement will either be identified through the candidate’s application form (A) or interview (I). Candidates should not be hired unless they have ALL essential requirements. Areas that can be developed through L&D can be deemed desirable.
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Qualifications |
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Essential Requirements Proven experience of delivering coaching for Clinical Applications |
Desirable Requirements Educated to Degree level or equivalent experience Customer Service Qualification ITIL Foundation Version 3 or equivalent |
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Experience/Knowledge |
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Essential Requirements Good working knowledge of Microsoft Office applications and productivity suites Excellent Customer Service Skill Advise and assist in the establishment and management of effective communication on all aspects of client support between other ICT functions and the wider business Negotiate with all customers, including clinicians and managers. Handle complex and multi-stranded communications Extensive highly developed specialist knowledge, skills, experience & expertise in Digital Service management including that of staff Experience of Project management and leading projects to successful completion Understand the importance of Digital Service good practices around service delivery and security Customer focused with good verbal communication skills Good time management Ability to work on own initiative and as part of a team to SLA deadlines Ability to plan, agree, schedule, document and implement changes using a structured change control process Ability to follow instructions and work unsupervised Logical, methodical, pro-active and enthusiastic in working practices The ability to translate technical Jargon information for customers to understand The ability to work on occasion longer hours to get the job completed for deadlines |
Desirable Requirements Ensuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier. Ability to create networks with peers and mangers across the trust. Excellent standard of written English the ability to gather and interpret data |
Person specification
Qualifications
Essential criteria
- Proven experience of delivering coaching for Clinical Applications
Desirable criteria
- Educated to Degree level or equivalent experience
- Customer Service Qualification
- ITIL Foundation Version 3 or equivalent
Experience, Knowledge and Skills
Essential criteria
- Good working knowledge of Microsoft Office applications and productivity suites
- Excellent Customer Service Skill
- Advise and assist in the establishment and management of effective communication on all aspects of client support between other ICT functions and the wider business
- Negotiate with all customers, including clinicians and managers.
- Handle complex and multi-stranded communications
- Extensive highly developed specialist knowledge, skills, experience & expertise in Digital Service management including that of staff
- Experience of Project management and leading projects to successful completion
- Understand the importance of Digital Service good practices around service delivery and security
- Customer focused with good verbal communication skills
- Good time management
- Ability to work on own initiative and as part of a team to SLA deadlines
- Ability to plan, agree, schedule, document and implement changes using a structured change control process
- Ability to follow instructions and work unsupervised
- Logical, methodical, pro-active and enthusiastic in working practices
- The ability to translate technical Jargon information for customers to understand
- The ability to work on occasion longer hours to get the job completed for deadlines
Desirable criteria
- Ensuring appropriate effective communication on service issues to a wide range of audience, both internally and externally at all levels within the Trust and the any partner or supplier.
- Ability to create networks with peers and mangers across the trust.
- Excellent standard of written English
- The ability to gather and interpret data
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Jane Stewart
- Job title
- Head of Clinical Systems
- Email address
- [email protected]
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