Job Title: Team Lead
Job ID: 810914 - Remote
Client: Commonwealth of PA - DOH
Location: Harrisburg, PA
Closing Date: 09/08/2026 at 4.00 pm
Primarily telework; contractor responsible for home office setup and network connectivity.
PADOH provides laptop, Microsoft Teams license, and Genesys phone license.
Occasional on‑site reporting to BHSR headquarters in Harrisburg, PA for training or collaboration days (office space provided; parking not included).
Minimum 4 years of experience in IT, business analysis, customer service, or end‑user support.
Strong Microsoft Office proficiency and excellent interpersonal, verbal, and written communication skills.
Preferred experience delivering training or technical support to professional audiences.
Direct daily assignments, workload distribution, and prioritization for the EDRS Adoption team.
Escalate end‑user technical issues to BW for troubleshooting and resolution.
Meet routinely (weekly/biweekly) with the QAT supervisor and BHSR director to provide project status updates.
Identify recurring issues, adoption barriers, stakeholder concerns, and successes; escalate insights to leadership for action.
Develop training materials, guidance documents, and tools to support stakeholder onboarding and EDRS adoption.
Provide supplemental support to the Bureau to increase electronic reporting adoption among licensed healthcare providers.
Apply strong communication, customer service, workflow explanation, and problem‑solving skills to support stakeholders.
Lead EDRS Adoption team activities informed by QAT questionnaires, outreach findings, and stakeholder feedback.
Assist physicians, nurses, and other licensed healthcare professionals with EDRS onboarding, enrollment, troubleshooting, and workflow integration.
Conduct outreach to prioritized stakeholders; guide them through enrollment procedures, resolve access issues, and support password resets/account unlocks.
Recommend workflow strategies to help facilities incorporate EDRS into daily operations.
Maintain working knowledge of SSO and EDRS account request procedures; collaborate with SMEs to ensure accurate guidance.
Provide end‑user support including password management, account troubleshooting, and process navigation.
Conduct outreach to facilities to understand reporting workflows and recommend strategies for electronic reporting; communicate findings to team lead/QAT.
Assist with analysis and management of facility setup in PAVRMS.
Support external stakeholders in establishing and recovering SSO credentials (administrators and personnel from hospitals, nursing homes, long‑term care facilities, etc.).
Assist stakeholders with linking SSO credentials to PAVRMS accounts.
Refer stakeholders to available training resources and support materials.
