Website InductionHQ Induction Healthcare Group PLC

Job Title: Application Support Analyst

Business Area: Customer Support

Reporting: Head of Customer Support Services

Location: Remote

 

Role Purpose 

This is an exciting opportunity to join the team at Induction Healthcare as an Application Support Analyst.

We are recruiting an Application Support Analyst to bolster our Support Team following rapid growth of our platforms. In the first instance, this role will initially focus on support for one of our platforms based on need. See below for more detail on our platforms. It is anticipated that the successful candidate in this role will become a subject matter expert for the initial product offering before going on to develop knowledge of the rest of the Induction Group product suite, providing further excellent customer service for the wider group.

At Induction we are keen to provide our staff with opportunity to progress and grow. With a fast-growing team, we believe that the successful candidate will have opportunities to progress in the future into other roles such as Business Analyst or Project Manager or any other area of the business.

 

Key Accountabilities 

To provide effective 1st line and 2nd line support to patients, NHS trusts and internal staff for our platforms. Your key responsibilities will be:

– Providing excellent customer service to patients, NHS employees and Induction staff

– Logging and management of support tickets from both external and internal sources-

– Efficiently investigating or escalating support tickets to 3rd line support as appropriate

– Ensuring that support tickets are tracked and prioritised according to their SLA

– Liaising with NHS and other customers via phone, tickets, and email.

– Documenting support and system processes for a growing Support Team

– Working closely with existing team members to learn from them

– Remaining mindful at all times of Clinical, Information governance and data security concerns.

 

Person Specification

Skills

– Ability to multitask and think on their feet

– Good communication skills, including the ability to convey technical concepts and information to both technical and non-technical people

– Ability to set and adhere to tight deadlines.

– Flexible working approach

– Inquisitive nature

– Keen eye for detail

– Ability to monitor and manage own time to ensure daily objectives are met

Experience

– Previous experience within a customer facing role

– Previous experience working with service desk and documentation software

– 1st line support in an IT capacity (desirable)

– Experience from within a Healthcare setting (desirable)

– Basic understanding of the NHS (desirable)

About Induction Healthcare Group plc

Our Purpose

‘Digital transformation’ – it’s a priority of nearly all healthcare systems worldwide, and Induction, a leading virtual care platform, is the partner to make change happen. We replace outdated modes of communication between providers and their patients with a next generation digital communication toolkit – and we enable a new flexible future for healthcare.

 

Our mission is to ‘make healthcare better, anywhere’. We alleviate operational burdens on hospital teams while saving them time, frustration and money. We allow clinical teams to share information, collaborate and navigate channels across disciplines. And we put patients in better control of their own healthcare management. With Induction, providers and patients can choose how and when they receive care, be it virtually, in-person or even via asynchronous text. We unchain staff and patients from the limitations of paper-based and desktop systems.

 

Our Platforms

We improve care by delivering products that healthcare professionals, patients and institutions choose to use. Our products enable data to flow between stakeholders and legacy IT systems, adding substantial value to pre-existing health IT investment.

They provide our customers with a powerful set of capabilities that touch most aspects of care coordination and delivery. Our product range is exclusively Software as a service (SaaS), targeting monthly recurring revenue (MRR) growth as a key financial metric:

 

– Induction Switch – an iOS and Android app used by most junior doctors in the NHS. It saves healthcare professionals time by allowing them to bypass the hospital’s switchboard, helping them locate extensions and bleeps quickly and chat securely. Additional features enable the creation of admin-controlled membership groups (TeamSpaces), secure instant messaging and a broadcast newsfeed, providing increased opportunities for engagement with our large user base.

 

– Induction Attend Anywhere – helps hospitals, health systems and other customers offer video consultations to patients and service users as a normal part of day-to-day operations, making it simple, safe and secure to say “yes you can attend your appointment via video”.  Since 1998, Attend Anywhere has collaborated with clinicians and patients, medical colleges, universities, healthcare providers, governments, NGAs, and others to bring the benefits of mainstream video call access to health and care systems, with some Attend Anywhere programs now entering their 21st year with coverage in every country in the United Kingdom – and with 85% market share in England alone. The company’s vision is for video consultations to improve lives and help address social, access, equity and sustainability challenges in healthcare and beyond.

 

– Induction Zesty – a market-leading digital platform for patients visiting hospitals. The platform allows patients to book their appointments, read their appointment and clinical letters, store a local copy of their clinical record, and provide data to their care teams remotely. Alongside a compelling patient experience, the Zesty portal delivers significant cost benefits to hospitals.

 

– Induction Booking – offers NHS Trusts and other healthcare organisations an online booking platform for patients, hospital staff and care home staff.

 

– Induction Guidance – hospitals set clinical guidance locally, typically producing guidelines that are rarely efficiently circulated or adhered to as they are not available at the point of care. Local specialists use the Induction Guidance platform to create, edit and publish structured and governance-controlled guidance and policies. Automated distribution of that guidance to mobile users, combined with local intranet availability, results in a significant increase in guidance consumption, and best of all, a material increase in local guidance adherence.

 

Our Customers

Our customers are healthcare institutions, primarily hospitals. As the company grows, we intend to expand our customer base into primary care and community and mental

health services. We have commercial relationships with most of the UK National Health Service (NHS) hospitals.

 

Where We Operate

Our principal market is the UK and we have a growing user base in Australia, South Africa and Canada. We intend to leverage this user base to extend our commercial operations internationally. We have recently won a national contract in Mexico, demonstrating a clear example of international growth.

 

Our Journey

The history of Induction is one of fast growth, fuelled by inventive solutions for the most common problems that clinicians and patients encounter in secondary care. At our creation in 2019, the immediate uptake of our products validated our promise to remove friction from the most basic but essential tasks.

 

By early 2020, Switch and Guidance gained traction and embedded themselves into several NHS Trusts just in time to be mobilised in the fight against COVID-19. The solutions helped hospitals navigate through unknown territory and adjust to a quickly evolving, and often remote, work environment. Induction Switch was used as a primary communication tool at the NHS Nightingale London – the first of the temporary critical care hospitals constructed during the pandemic. MicroGuide was also selected to support Barts Health NHS Trust in the Nightingale London project with antimicrobial and COVID-19 content. As the pandemic evolved, so too did our support of the NHS. Later in the year, as vaccines became available, Induction platforms helped frontline NHS staff book their own vaccinations and also facilitated delivery of lateral flow tests for COVID-19.

 

2021 saw Royal Free London NHS Foundation Trust, a Global Digital Exemplar, use Induction Zesty as their patient portal. At the same time, Milton Keynes University Hospital NHS Trust maximised the number of patients accessing their health records with the platform. Working alongside Apple inc. and Cerner, we have helped to create

a direct, encrypted connection between medical institutions and patient’s iPhones, empowering patients – and powering efficiency and decision-making at a clinical level.

 

Why Join Us?

The Induction Group is a listed portfolio of companies with interoperable healthcare IT tools, coming to maturity at a time when huge pressure is being placed on health systems to deliver and there is greater demand than ever for proven IT solutions that can be rapidly deployed. Induction has its eyes firmly fixed on the future of healthcare, ready to seize a multitude of opportunities that make life easier through the many stages of a patient journey. At Induction Healthcare, become part of the team, where many individuals gather together to pave the way to innovation every single day.

 

You can read more about the Induction Group on our website and in the press, via the links below:

 

https://inductionhealthcare.com/

https://www.attendanywhere.com/

Case Studies – Induction Healthcare Group

Press and Awards – Induction Healthcare Group

 

To apply for this job email your details to angel.f@inductionhealthcare.com.