Senior Enrollment Support Analyst, IMITS

Job ID 2427656_pl355 Date posted 12/20/2024 Job Summary:

In accordance with the Mission, Vision and Values, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Within the context of the Information Management Information Technology Services (IMITS) lower mainland consolidated area that provides services to Vancouver Coastal Health, Providence Health Care, and Provincial Health Services Authority and other lower mainland consolidated services (VPPL), the Senior Enrollment Support reports to the Manager or designate and works within a multi-site health care environment. The Senior Enrollment Support Analyst functions as a lead hand and provides work direction, guidance and mentoring to staff, reviews workload, ensures completion of work assignments, and refers issues to supervisor. Participates in the recruitment and selection of staff as well as instructs and demonstrates to IMITS staff. As well the Senior Enrollment Support Analyst performs a variety of services in the operations of provisioning and de-provisioning access to clinical applications for various users across VPPL in accordance with established procedures. Reviews enrollment requests, verifies users identity, follows-up on discrepancies, maintains security within the applications, processes security requests for user access, creates accounts and passwords for users as well as decommissions accounts by being proactive and detail oriented and working in accordance to established procedures. Troubleshoots access issues by analyzing and diagnosing problems, formulating solutions and taking corrective action requiring considerable knowledge of the provisioning environment and critical thinking. Liaises with the requesting manager, users on issues, and other stakeholders to correct issues; maintains communication, documentation, statistics, websites, and other departmental information; and supports privacy breach investigations as directed by pulling and reporting on user access. The Senior Enrollment Support Analyst participates in team meetings, continuous quality and process improvement, projects, systems updates and upgrades; performs data work utilising advanced MS Excel and MS Access plus SQL knowledge; and carries out system testing as needed. May assist with project deployment activities.

Duties/Accountabilities:

1. Functions as a lead hand by providing work direction, guidance, mentoring and coaching of staff; determining work priorities within portfolio, assigning tasks and reviewing workload; resolving day-to-day issues and monitoring completed work to ensure conformance with established standards; and determining related training requirements and referring unresolved operational and staffing issues to the supervisor.
2. Assists with recruitment and training of staff by reviewing applications and providing feedback on technical qualifications of candidates to supervisor, testing candidates, participating on interview panels in conjunction with the Manager or designate, rating candidates answers, providing instruction and demonstration to IMITS staff, and providing input to the Manager or designate regarding staff performance as requested.
3. Performs work utilising advanced MS Excel and MS Access plus SQL knowledge by running and consolidating excel configuration matrix, and uploading and retrieving information from the database. Provides guidance, advice, and consultation within IMITS. Participates in the planning and deployment of system updates and upgrades. Performs system testing as needed by running testing scripts, recognizing bugs in the system and providing feedback on system errors.
4. Develops standard operating procedures, processes and documentation by methods such as establishing standards and procedures for use by IMITS and user departments, and transferring knowledge of the solution/application to others.
5. Functions as a lead and coordinates initiatives and projects that have a significant impact on access and provisioning by reviewing work requests and analyzing requirements and feasibility, identifying conflicting requirements and completing an impact analysis, estimating tasks and timelines, and making recommendations. Participates in the creation of project charter.
6. Collaborates with, and represents IMITS to, clients and others by methods such as developing and maintaining relationships with clients and other stakeholders, attending meetings to provide input into the operational requirements of the area, meeting with senior staff/leaders to determine priorities and needs; providing options and presenting to decision makers, negotiating with client departments and other project teams, and providing user training as required.
7. Works with various IMITS team members to ensure integrated solutions and represents team/IMITS in various initiatives across the organizations as a senior resource.
8. Reviews clinical application security enrollment requests across HA’s and verifies identity and information using many supporting applications, such as PeopleSoft, Rise, PLR, and Cactus, to ensure the accuracy and integrity of the user’s data throughout the integrated systems. Follows-up on discrepancies to validate employee’s identity that access should be based upon, and verify that the approver is valid according to established criteria and to request a valid approver if needed. Liaises with requesting Manager, users and appropriate business stakeholders to identify the most appropriate type of access for user including multiple position assignments and to coordinate the creation of new user accounts.
9. Processes and initiates Clinical Application security access requests for user access including creating user accounts, logins and passwords, and de-provisioning within established customer service procedures, standards and documented processes to correctly link or remove user accounts across HA’s including MoH databases by following and entering predefined commands, using provided and customized tools to run predefined scripts which includes bulk loads utilizing advanced excel skills and automated excel macros.
10. Reviews and troubleshoots access issues by methods such as looking for and analyzing errors, data quality and access issues; following up with user for more information, investigating to identify true access and provisioning issues, working with the various internal and external stakeholders (including across VPPL); formulating solutions, and amending errors/deficiencies, taking corrective action for data quality and provisioning issues as required, and referring unresolved problems or issues outside of the team’s accountabilities to the appropriate level/team for follow-up and resolution. Informs and liaises with other departments regarding errors so additional corrective actions can be taken to fully fix the problem. For urgent after hours issues is on call as assigned and is remotely investigating, troubleshooting, correcting and referring issues as appropriate.
11. Communicates with stakeholders by answering requests for information via department inbox, phone calls and emails, participating in conference calls and meetings when requested; passes requests, and responds to enquiries and/or refers to others. Also discusses current issues, performs trend analysis, and notifies stakeholders of changes to the enrollment system or process.
12. Documents own work and actions taken, updates assigned ticket information with client provided information, maintains accurate team records, and updates information related to workflows in accordance with standard operating procedures. Creates and updates documentation to internal websites and SharePoint sites.
13. Supports privacy breach investigations by methods such as locating Manager’s request for access, signed Terms of Use form, and validating the role-based access was granted.
14. Maintains statistics and other departmental information; reviews team audit logs and corrects errors, checks and enters data into a computer database or spreadsheet, generates a variety of statistical reports and prepares standardized summary reports, selects and compiles data, makes arithmetic calculations, edits data and distributes accordingly. Maintains standard team procedures such as updating communication scripts and how to complete routine service requests
15. Actively participates in continuous quality and process improvement activities by reviewing job workflow, reporting system issues and errors, and providing input/feedback to the Manager such as identifying roadblocks and inefficiencies, and proposing possible solutions.
16. Attends team meetings, participates in team discussions and projects, and provides input and feedback on service support procedures.
17. Types and maintains a variety of technical and non-technical materials such as correspondence, memos, reports, forms, and spreadsheets using word-processing and spreadsheet software packages.
18. Assigns work tasks to designated staff and provides related training and orientation.
19. Performs other related duties as assigned.

Qualifications:

Education, Training and Experience
• Grade 12, graduation from a recognized two (2) year computer systems technology diploma program, and three (3) years’ recent related experience, or an equivalent combination of education, training and experience.
• May be required to travel and/or participate in an on-call rotation.
Skills and Abilities
• Ability to type.
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Physical ability to perform the duties of the position.
• Ability to organize work
• Ability to operate related equipment