Clinical Application Support Specialist

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We provide meaningful careers that connect people with purpose. We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity. Netcare invites you to be part of our journey. ROLE SUMMARY Person centred health and care focuses on dignity and respect, information sharing, participation, and collaboration. Person centred care highlights a way of thinking and acting that focuses on a partnership with an individual to ensure that their immediate needs are met. Providing choices and respecting the choices always made by them whilst still delivering that exceptional level of care with a strong focus on respect and compassion. The focus is on a holistic approach to wellness, putting the Netcare patient and their families at the centre of the Netcare quality care model, maximising patient satisfaction while at the same time digitally enabling the Netcare of tomorrow. The Clinical Application Support Specialist is a new and exciting role which will support the implementation of Care On across the Netcare hospitals. This individual will facilitate the adoption and operationalisation in everyday practice and provide the 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 super user 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. 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 CONSISTENCY OF CARE End user system support - 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 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 that there is continuous follow up to achieve resolution of the query. - Analyse 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. - "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 super user 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 incl

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