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 serve as an EDRS Adoption team member, assisting 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 contractor will perform the following tasks:
- Assist in analysis and management of facility setup in PAVRMS
- Assist in review of current EDRS usage and tailoring of outreach based on minimal, moderate, or almost there adoption rates
- 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 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.
- Report defects in the application as encountered and escalate potential deficiencies to team lead.
- Refers external stakeholders to available training and other support resources.
CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS
Minimum of 5 years 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.
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