Business Analyst - Lead TeamRemote (Onsite for meetings, trainings/and monthly collab days)
Description:Diversified Systems is searching for a Business Analyst Lead to serve as the lead for the EDRS Adoption team under the guidance of the Quality Assistance Team (QAT) supervisor. The team works in collaboration with Business Workflow (BW) and QAT staff to refer technical issues, training needs, and case-level support.
The 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 toward full reporting of all deaths through EDRS.
Responsibilities: - Provide direction on daily assignments and prioritization.
- Escalate end-user technical problems to Business Workflow for troubleshooting.
- Meet with the QAT supervisor and BHSR director on a routine basis, weekly or biweekly, to provide status updates.
- 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 the 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.
- Perform outreach to facilities to understand reporting workflow and recommend strategies to support electronic reporting. Articulate findings to the 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 Pennsylvania-licensed hospitals, nursing homes, long-term care facilities, etc.
- Assist external stakeholders with linking SSO credentials to PAVRMS accounts.
- Refer external stakeholders to available training and other support resources.
- Provide telephonic and resource account email support to death registry stakeholders.
- 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.
- Provide recommendations to facilities to incorporate EDRS into facility workflows.
- Conduct outreach to raise awareness of EDRS and facilitate enrollment.
- Provide basic end-user support.
Requirements: - 4 years of experience as a Business Analyst Lead required.
- Minimum of 4 years of experience in the information technology industry in business analysis, customer service, and/or end-user support required.
- Customer service and/or end-user support experience required.
- Microsoft Office skills required.
- Development of training documents required.
- Strong interpersonal skills required.
- Strong verbal and written communication skills required.
- History of successful training or technical support delivery for professional audiences highly desired.
