Clinical Application Support Specialist - Netcare Greenacres Hospital

The Clinical Application Support Specialist is a new and exciting role that will support the implementation of Care On across the Netcare hospitals. This individual will facilitate the adoption and operationalisation in everyday practice and provide operational support to end-users, primarily to Nursing and Pharmacy within the Hospital with an aim to improve the efficiency and quality of clinical patient care.

The Clinical Application Support Specialist will play a pivotal role in representing the project team during the project and after the project by providing input and constantly evaluating areas for improvement and solutions thereof. 

This individual will include supporting the superuser and the clinical end-user as appropriate by answering queries, arranging any required training, proving recommended solutions, troubleshooting, escalating any unresolved problems and coaching employees. 

The individual will be required to work in consultation and collaborate with the relevant stakeholders to form synergistic partnerships to achieve organisational objectives and the Netcare strategy. They will serve as a point of contact between the end-user and the technical and application stakeholder.

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They will work closely with the Nursing team and  Pharmacy team in the achievement of the Care On project divisional goals while maintaining compliance with the Netcare standards including the strategy of Person-centred Health and care which is digitally enabled. 

The Clinical Application Support Specialist will be expected to work as part of the Support team which will include working shifts and over weekends. This individual will also be expected to travel to different hospital sites as the rollout progresses.

KEY WORK OUTPUT AND ACCOUNTABILITIES

• Provide user guidance and support during all system changes and in particular the Care On project.
• Interact with the end-user and communicate important information regarding the electronic medical records (EMR) project.
• Maximise productivity by agreeing on deliverables and solving end-user queries within the agreed turnaround time and according to the Service Level Agreement (SLA).
• Continuously focus on troubleshooting to identify potential problems and escalate unresolved queries to a third party.

• Ensure that where a third party is involved there is continuous follow up to achieve resolution of the query.
• Analyze workflow processes and communicate to Management, areas identified that could potentially assist in improving patient services and satisfaction aligned to the Netcare strategy of Person-Centred Health and care.

• Schedule and conduct teleconference calls with the relevant stakeholders if necessary to resolve any outstanding issues.
• Participate in related project meetings as required.

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• “Walk the floor” on a daily basis and communicate with end-users, assess needs and priorities, document these and prepare and present timeous up to date and current data for communication to Management.

• Coordinate and consult with internal and external clients to gather information about project needs, objectives, functions, features, input and output requirements and maintenance of project plans and ensure that the feedback of these discussions is provided to the application, training and support team.
•  Act as an expert on the system and a superuser to all Nursing teams in the Hospital environment.
• Assume responsibility for logging calls on Sigma where resolution has not been reached and escalate where necessary aligned to the SLA.
•  Liaise with the Application, Training and Support team with regards to electronic medical records (EMR) related problems and routine maintenance.

• Generate system reports as and when required by Management.
• Ensure that updates to the system software are made, liaise and follow up with the relevant stakeholders to ensure the completion of this task.
• Ensure that minimum requirements are met to determine system readiness, this may include passing certain assessments to qualify one to use the system.

• Ensure the enrolment of agency staff in the system. (May change to an automatic enrolment).
• Ensure all troubleshooting including but not  limited to the resolution of:
• Login issues
• Enrolment queries
• Password complaints
• Ensure that “downtime” processes are adhered to in line with the Standard Operating Procedures (SOP’s) and the training provided in this regard.

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Training and  development:

• Assess end-user training needs and deliver training that is of an excellent standard.
• Assist in formulating training material and ensure continuous and consistent end-user day to day support as well as informal and ongoing training.
• Conduct training identified as well go-live support.
• Communicateinformationof scheduled courses to Management and end-users to ensure that training is well attended.
• Provide refresher training to all users of the system on an ongoing basis in line with business needs.
• Provide training to employees on system upgrades and enhancements and/or downtime processes.

• Coordinate assessment results, provide feedback and arrange additional training if necessary.
• Coordinate all logistical requirements regarding training i.e. venue, registers, catering etc.
• Ensure that all training registers are completed and submitted to the relevant stakeholders in line with the Netcare Human Resources requirements.
• Play an active role in providing on the job coaching where employees are battling to improve their understanding of the system.

• Identify any potential gaps in training and inform the application, training and support team of any updates to the training content to ensure that these areas are addressed. Apply various training methodologies to ensure the ongoing improvement of training delivered to end-users.
• Provide support to Netcare patients and visitors by addressing any complaints raised about possible delays with the new system and show support by communicating relevant information to these patients and visitors.

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