Enrollment Support Analyst, PDHIS

 

Provincial Digital Health and Information Services

Vancouver, BC

 

 

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 Provincial Digital Health and Information Services (PDHIS)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 Enrollment Support Analyst reports to the Manager or designate and works within a multi-site health care environment. The Enrollment Support Analyst performs a variety of technical 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 and under the work direction of the Senior Enrollment Support Analyst. Troubleshoots access issues by investigating and resolving problems, taking corrective action requiring 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 Enrollment Support Analyst participates in team meetings, continuous quality and process improvement, projects, systems updates and upgrades; performs work utilizing intermediate MS Excel and MS Access knowledge; and carries out system testing as needed. May assist with project deployment activities.

What you’ll do

• Review 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. Follow-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. Liaise 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.
• Process and initiate 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 intermediate excel skills and automated excel macros. Refer problems and seeks direction from Senior Enrollment Support Analyst as required.
• Review and troubleshoot access issues by methods such as looking for and investigating 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 VCH, PHC & PHSA); taking corrective action for data quality and provisioning issues as required, and referring unresolved problems or issues to the appropriate level/team for follow-up and resolution. Inform and liaise 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.
• Communicate with stakeholders by answering requests for information via department inbox, phone calls and emails, participating in conference calls and meetings when requested; passe requests, and respond to enquiries and/or refers to others. Also discuss current issues, performs trend analysis, and notifies stakeholders of changes to the enrollment system or process.
• Document 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. Provide input into the development of procedures as requested. Creates and updates documentation to internal websites and SharePoint sites.
• Support 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.
• Maintain statistics and other departmental information; review team audit logs and corrects errors, checks and enter data into a computer database or spreadsheet, generate a variety of statistical reports and prepares standardized summary reports, select and compile data, make arithmetic calculations, edits data and distributs accordingly. Maintain standard team procedures such as updating communication scripts and how to complete routine service requests.
• Actively participate in continuous quality and process improvement activities by reviewing job workflow, reporting system issues and errors, and providing input/feedback to the Manager or designate such as identifying roadblocks and inefficiencies, and proposing possible solutions.
• Perform work utilizing intermediate MS Excel and MS Access knowledge by uploading and retrieving information from the database. Participate in the planning and deployment of system updates and upgrades. Perform system testing as needed by running testing scripts, recognizing bugs in the system and providing feedback on system errors.
• Attend team meetings, participate in team discussions and projects, and provide input and feedback on service support procedures.
• Type and maintain a variety of technical and non-technical materials such as correspondence, memos, reports, forms, and spreadsheets using word-processing and spreadsheet software packages.
• Assign work tasks to designated staff and provide related training and orientation.
• Perform other related duties as assigned.

What you bring

 

Qualifications

• Grade 12, graduation from a recognized two (2) year computer systems technology diploma program, and two (2) years’ recent related experience, or an equivalent combination of education, training and experience.
• Demonstrated knowledge of the historic and ongoing impacts of settler colonialism on Indigenous Peoples in social and health contexts, including supported by significant knowledge of Indigenous-specific mandates, including clear understanding of and commitment to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety and Humility.
• Demonstrate comprehensive knowledge of the historic and ongoing impacts of settler colonialism and systemic racism on Indigenous Peoples within social and health contexts. This includes understanding how these factors contribute to current health disparities and barriers to care. Show a clear commitment to identifying, challenging, and eradicating Indigenous-specific racism and all forms of discrimination impacting equity-deserving groups within health care settings. This involves familiarity and understanding Indigenous Cultural Safety and Humility recognizing personal biases, institutional barriers, engaging in anti-racism education and training and advocating for systemic change.
• Demonstrated knowledge and understanding of legislative obligations and provincial commitments within Provincial Digital Health and Information Services contexts found in the foundational documents including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - BC Human Rights Code, BC Anti-racism Act and how they intersect across the health care system.

Core Competencies

• Brings an understanding of the Indigenous specific racism and the broader systemic racism that exists in the colonial health care structure, and has demonstrated initiatives in breaking down barriers and ensuring a safe environment ensuring a sense of belonging to all and informed by Indigenous Cultural Safety.
• Awareness of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (the Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

 Skills & Knowledge

• May be required to travel and/or participate in an on-call rotation.
• 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.
• Demonstrates a commitment to beginning and/or continuing their personal learning journey related to Indigenous-specific racism and dismantling systems of oppression, as well as addressing racism more broadly. Shows willingness to articulate and share their learning experiences to contribute to a culture of motivation and inspiration among peers.
• Demonstrates foundational knowledge of the social, economic, and political realities of settler-colonialism and its impacts on Indigenous peoples and equity-deserving groups within social and health contexts. Understands the impact of social determinants of health-on-health outcomes. Shows a commitment to learning about and upholding legislative obligations and provincial commitments outlined in foundational documents such as the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place: Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, Remembering Keegan: A First Nations Case Study, the BC Human Rights Code, Anti-Racism Data Act, and the Distinctions Based Approach.

What we bring

 

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time
Wage: $38.78 / hour
Location: 1885 West Broadway, Vancouver, BC V6J 1Y5
Closing date: Applications accepted until position is filled
Hours of Work: 0800 – 1600 (Monday to Friday) On-call may be required.
Requisition #: 194212E

 

What we do

 

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Create equity – Be courageous.

 

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

 

PHSA is committed to anti-racism and equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently excluded groups identified under the B.C. Human Rights Code.

 

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes ongoing commitments to Indigenous recruitment and employee experience as well as dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’k̓ula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

 

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and exclusion faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and title of BC First Nations and self-determination of all First Nations, Inuit and Métis communities. PHSA is mandated to uphold legislative obligations and provincial commitments found in the foundational documents including the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

 

ATTN: PHSA Employees:

 

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at internaljobs.phsa.ca

 

Please note the internal job posting will no longer be accessible after the expiry date of February 3, 2026. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

 

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at internaljobshelpu@phsa.ca. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. A Help Desk Representative will respond to your inquiry within 1-2 business days.