PA - DOH - Team Lead - 810914

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 Remote




This contractor may be required to report to BHSR headquarters in Harrisburg, PA on a periodic basis for training or meetings, such as monthly collaboration days.

Work Environment & Resources

• 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).

Required Skills & Experience

• 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.

Key Responsibilities

• Contractor will serve as lead for EDRS Adoption team (contracted positions), under the guidance of the Quality Assistance Team (QAT) supervisor.
• Team works in collaboration with the Business Workflow (BW) and QAT staff to refer technical issues, training needs, and case-level support.
• Team will provide support to healthcare facilities, and other external stakeholders that need additional assistance with establishing credentials or EDRS enrollment to report all deaths electronically.
• Contractors will provide telephonic and resource account (email) support to all death registry stakeholders as BHSR moves towards full reporting of all deaths through EDRS.
• Team lead will provide direction on daily assignments and prioritization.
• Team lead will escalate end-user technical problems to BW for troubleshooting.
• Team lead will meet with QAT supervisor and BHSR director on a routine basis (weekly, biweekly) to provide status updates.

• 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.