Minimum of 4 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.
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.
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