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 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 technical 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 utilising intermediate MS Excel and MS Access knowledge; and carries out system testing as needed.  May assist with project deployment activities.

Duties/Accountabilities:

1.    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.

2.    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 intermediate excel skills and automated excel macros.  Refers problems and seeks direction from Senior Enrollment Support Analyst as required.

3.    Reviews and troubleshoots 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.  Informs and liaises with other departments regarding errors so additional corrective actions can be taken to fully fix the problem.  

4.    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.

5.    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.  Provides input into the development of procedures as requested.  Creates and updates documentation to internal websites and SharePoint sites.

6.    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.  

7.    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.

8.    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 or designate such as identifying roadblocks and inefficiencies, and proposing possible solutions.

9.    Performs work utilising intermediate MS Excel and MS Access knowledge by uploading and retrieving information from the database.  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.  

10.    Attends team meetings, participates in team discussions and projects, and provides input and feedback on service support procedures.

11.    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.

12.    Assigns work tasks to designated staff and provides related training and orientation.

13.    Performs other related duties as assigned.

Qualifications:

Education, Training and Experience

•    Grade 12, graduation from a recognized two year computer systems technology diploma program plus two years' recent, related experience or an equivalent combination of education, training and experience.
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.