Our direct client is looking for a Team Lead - Business Analysis or Customer Support or Customer Service in IT for a Primarily Remote Long Term Contract in Harrisburg, PA.
Note:
- Primarily Remote: This contractor may be required to report to BHSR headquarters in Harrisburg, PA on a periodic basis for training or meetings, such as monthly collaboration days.
J0B DESCRIPTION:
- Contractor will serve as lead for EDRS Adoption team (contracted positions), under the guidance of the Quality Assistance Team (QAT) supervisor.
- Team works in collaboration with the Business Workflow (BW) and QAT staff to refer technical issues, training needs, and case-level support.
- Team will provide support to healthcare facilities, and other external stakeholders that need additional assistance with establishing credentials or EDRS enrollment to report all deaths electronically.
- Contractors will provide telephonic and resource account (email) support to all death registry stakeholders as BHSR moves towards full reporting of all deaths through EDRS.
- Team lead will provide direction on daily assignments and prioritization.
- Team lead will escalate end-user technical problems to BW for troubleshooting.
- Team lead will meet with QAT supervisor and BHSR director on a routine basis (weekly, biweekly) to provide status updates.
RESOURCES:
- The contractor will primarily telework from home and is responsible for his/her own network connectivity and home office space.
- The PADOH will supply a laptop, and software, including a Microsoft Teams license and Genesys license for phone use.
- This contractor may be required to report to BHSR headquarters in Harrisburg, PA on a periodic basis for training or meetings, such as monthly collaboration days.
- If required to report to headquarters in Harrisburg, the contractor will be provided with office space. However, parking will not be provided.
OBJECTIVES OF ENGAGEMENT:
- The primary objective of this engagement is to provide supplemental support to the Bureau, specifically on adoption of electronic reporting by licensed healthcare providers.
- This breadth of duties includes clear verbal and written communication skills, customer service skills, understanding and explaining business requirements and workflow, problem identification, and end-user support.
- The selected contractor will lead the EDRS Adoption team, building on lessons learned from QAT questionnaires and outreach.
- The team will assist external stakeholders (including physicians, nurses, and other licensed healthcare professionals at PA healthcare facilities), with EDRS onboarding and enrollment.
- This process involves working with BHSR staff, primarily the QAT and Business Workflow units, and the external stakeholders.
- The intent is for the EDRS Adoption team to perform outreach to external stakeholders identified and prioritized by BHSR; provide direct support to stakeholders to follow enrollment procedures, troubleshoot enrollment issues, and successfully access EDRS; assist with password resets and account unlocks upon request; and provide recommendations to facilities to incorporate EDRS into facility workflows.
- Additionally, based on progress of the initiative, contractors may conduct outreach to raise awareness of EDRS and facilitate enrollment, or assist in basic end-user support.
- This activity involves working directly with program subject matter experts (SMEs) and stakeholders to maintain a working knowledge of the SSO and EDRS account request procedures; understand business requirements and workflow for instructional purposes; refer users to technical and training resources as appropriate; and provide end-user support such as password management, account troubleshooting, process management expertise, etc.
Generally, the team lead contractor will perform the following tasks:
- Assign and prioritize team work assignments.
- In coordination with the Business Workflow Unit, engage with program SMEs and stakeholders to verify SSO application functionality and escalate technical problems for resolution.
- Report defects in the application as encountered and escalate potential deficiencies to QAT and/or Business Workflow teams.
- Identify and escalate common issues, barriers to adoption, stakeholder concerns, and project successes to QAT supervisor and BHSR director.
- Develop training documents and other tools to support stakeholders.
- Assist in review of current EDRS usage and tailoring of outreach based on minimal, moderate, or “almost there” adoption rates.
The following tasks will be performed by the overall team:
- Perform outreach to facilities to understand reporting workflow and recommend strategies to support electronic reporting. Articulate findings to team lead/QAT for further assistance.
- Assist in analysis and management of facility setup in PAVRMS.
- Assist external stakeholders with establishing and recovering SSO credentials. External stakeholders include facility administrators and personnel from PA-licensed hospitals, nursing homes, long-term care facilities, etc.
- Assist external stakeholders with linking SSO credentials to PAVRMS account.
- Refers external stakeholders to available training and other support resources.
OPERATIONAL REQUIREMENTS:
The team lead contractor will be required to:
- Schedule project status meetings with QAT supervisor and BHSR director on a routine basis (weekly or biweekly).
- Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday.
- Provide weekly personal status reporting by COB Friday submitted on SharePoint.
CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS:
- Experience in the information technology industry in business analysis, customer service, and/or end-user support to meet general objectives shown above.
- Must have strong Microsoft Office skills, strong interpersonal skills, strong verbal and written communication skills.
- History of successful training or technical support delivery for professional audiences preferred.
SKILL MATRIX:
- Business Analyst Lead - Required
- Customer service, and/or end-user support - Required
- Microsoft Office - Required
- Development of training documents - Required
Question 1: This contractor may be required to report to BHSR headquarters in Harrisburg, PA on a periodic basis for training or meetings, such as monthly collaboration days. Does the candidate accept this requirement?
Location: Primarily Remote (Client in Harrisburg, PA).
Type: Long Term Contract
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