EPR Support Analyst, Band 4

at  Gloucestershire Hospitals NHS Foundation Trust

This role is combines a mix of office based, home working and on site clinical engagement. Main responsibilities include: - As the first point of contact, be an advocate for Sunrise EPR by offering advice, guidance and support and making every user experience a positive one - Using the trusts service management system (TOPdesk) and incoming telephone calls, ensure the resolution of incidents, problems and requests are handled in an efficient and professional manner, keeping users up to date with progress where first call resolution is not possible - Maintain understanding of and adherence to all trust and departmental standards, service agreements, policies, procedures and working practices, by keeping up to date with all E-Learning and development and escalating and seeking further advice or information when necessary - On a daily basis, monitor the task queues on the trust service management system (TOPDesk) and where there are unresolved jobs, ensure these are identified and either resolved or escalated to other members of the EPR / Digital Team for resolution, depending on the complexity of the problem - Using the Live & Non-Live EPR Environments to replicate issues reported by users - Creation and maintenance of knowledge documentation, SOPs, QRGs and guides to support other members of the EPR/Digital team with resolving Sunrise EPR issues and drive a culture of continuous improvement and knowledge development - Configuration and testing of BAU Changes to the Live and Non-Live EPR Environments e.g. building of new wards, small changes to clinical documentation, new pathology tests etc - Working flexibly and together with all teams to achieve project delivery with a desire to improve patient care and outcomes and a passion for continuous improvement whilst understanding of the challenges faced by clinicians in an acute hospital - Providing in office and on the ground support as required including working out of hours / nights during new project and optimisation system implementations - Support manager or other senior managers with any other reasonable request

Please refer the Job description for details