Need Helpdesk/Call-center Analyst
Harrisburg, PA Harrisburg, PA Full-time Full-time $28 an hour $28 an hour 16 hours ago 16 hours ago 16 hours ago We have a Contract assignment available with our client in Harrisburg, PA.
Position:
Helpdesk/Call-center Analyst Location:
Harrisburg, PA Duration:
6
Months The contractor is encouraged to spend the first two weeks of the contractor's assignment onsite at BHSR headquarters in Harrisburg, PA.
RESOURCES The contractor will primarily be home headquartered and is responsible for his/her own network connectivity and home office space.
The PADOH will supply a laptop, and software, including a Teams license and Genesys account for phone use.
This contractor may be required to report to BHSR headquarters on a periodic basis for training.
The headquarter assignment is subject to change in accordance with the Commonwealth's COVID-19 response and/or telework plans.
As such, the contract may be required to work from BHSR's headquarters in Harrisburg, PA should changes occur to existing plans or the COVID-19 pandemic public health status.
At that time, the contractor will be provided with office space.
However, parking will not be provided.
OBJECTIVES OF ENGAGEMENT The primary objective is to provide support to healthcare facilities, and other external stakeholders that need additional assistance in reporting all deaths, including those attributed to COVID-19 through EDRS.
This contractor will provide telephonic and resource account support to all death registry stakeholders as BHSR moves towards full reporting of all deaths through EDRS.
All communications will be done through electronic communications such as email, phone calls or Teams conferences.
The contractor's performance will be routinely monitored using call-center measures, such as volume, first call resolution and customer satisfaction.
The selected contractor will create informative, actionable, and repeatable reports that highlight relevant trends in call-center and resource account inquiries and customer complaints.
The contractor will be responsible for identifying opportunities for quality improvement, efficiency and noncompliance with COVID-19 reporting.
The selected contractor will support death registry stakeholders by developing an understanding of their workflows and recommending different approaches and compliant processes relating to the stakeholders' use of EDRS and reporting of COVID-19 deaths at their facilities.
The contractor may be responsible for outreach and education to providers who are noncompliant with COVID-19 reporting.
The selected contractor will provide ongoing guidance and support to end-users by responding to requests for assistance submitted by email and by phone.
This support includes onboarding new users and assisting existing users by interpreting the business needs of the caller and providing instruction on how to proceed with processing the case in EDRS.
The contractor will identify stakeholders who continue to be subject to waivers and assist in transitioning these stakeholders to EDRS.
Generally, the contractor will perform the following tasks:
Answers helpline calls, in a live environment.
Responds to resource account inquiries within 1 business day.
Conducts analysis on the method of death reporting by county and user type by creating and using pivot tables in Excel Creates informative, actionable and repeatable reports through highlighting relevant trends on adoption, compliance and opportunities for improvement Provides end-user support in requesting EDRS accounts and EDRS standard training Utilizes the weekly EDRS adoption dashboard to monitor a variety of measures.
Conducts additional outreach as directed by SMEs or established protocols.
Required/Desired Skills Skill Required / Desired Amount of Experience Helpdesk/call-center type experience Required 5 Years Business Analysis Required 5 Years MS Excel Required 5 Years Strong verbal and written communication skills Required Sarum LLC 68-60 Austin Street, Suite 403, Forest Hills, NY 11375 Phone# 646-480-0006 Email :
info@mysarum.
com www.
mysarum.
com Work remote temporarily due to COVID-19.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Position:
Helpdesk/Call-center Analyst Location:
Harrisburg, PA Duration:
6
Months The contractor is encouraged to spend the first two weeks of the contractor's assignment onsite at BHSR headquarters in Harrisburg, PA.
RESOURCES The contractor will primarily be home headquartered and is responsible for his/her own network connectivity and home office space.
The PADOH will supply a laptop, and software, including a Teams license and Genesys account for phone use.
This contractor may be required to report to BHSR headquarters on a periodic basis for training.
The headquarter assignment is subject to change in accordance with the Commonwealth's COVID-19 response and/or telework plans.
As such, the contract may be required to work from BHSR's headquarters in Harrisburg, PA should changes occur to existing plans or the COVID-19 pandemic public health status.
At that time, the contractor will be provided with office space.
However, parking will not be provided.
OBJECTIVES OF ENGAGEMENT The primary objective is to provide support to healthcare facilities, and other external stakeholders that need additional assistance in reporting all deaths, including those attributed to COVID-19 through EDRS.
This contractor will provide telephonic and resource account support to all death registry stakeholders as BHSR moves towards full reporting of all deaths through EDRS.
All communications will be done through electronic communications such as email, phone calls or Teams conferences.
The contractor's performance will be routinely monitored using call-center measures, such as volume, first call resolution and customer satisfaction.
The selected contractor will create informative, actionable, and repeatable reports that highlight relevant trends in call-center and resource account inquiries and customer complaints.
The contractor will be responsible for identifying opportunities for quality improvement, efficiency and noncompliance with COVID-19 reporting.
The selected contractor will support death registry stakeholders by developing an understanding of their workflows and recommending different approaches and compliant processes relating to the stakeholders' use of EDRS and reporting of COVID-19 deaths at their facilities.
The contractor may be responsible for outreach and education to providers who are noncompliant with COVID-19 reporting.
The selected contractor will provide ongoing guidance and support to end-users by responding to requests for assistance submitted by email and by phone.
This support includes onboarding new users and assisting existing users by interpreting the business needs of the caller and providing instruction on how to proceed with processing the case in EDRS.
The contractor will identify stakeholders who continue to be subject to waivers and assist in transitioning these stakeholders to EDRS.
Generally, the contractor will perform the following tasks:
Answers helpline calls, in a live environment.
Responds to resource account inquiries within 1 business day.
Conducts analysis on the method of death reporting by county and user type by creating and using pivot tables in Excel Creates informative, actionable and repeatable reports through highlighting relevant trends on adoption, compliance and opportunities for improvement Provides end-user support in requesting EDRS accounts and EDRS standard training Utilizes the weekly EDRS adoption dashboard to monitor a variety of measures.
Conducts additional outreach as directed by SMEs or established protocols.
Required/Desired Skills Skill Required / Desired Amount of Experience Helpdesk/call-center type experience Required 5 Years Business Analysis Required 5 Years MS Excel Required 5 Years Strong verbal and written communication skills Required Sarum LLC 68-60 Austin Street, Suite 403, Forest Hills, NY 11375 Phone# 646-480-0006 Email :
info@mysarum.
com www.
mysarum.
com Work remote temporarily due to COVID-19.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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