My Vax Records Help Desk Lead - (240000S4)

The Massachusetts Department of Public Health (DPH) seeks an experienced Program Coordinator to serve as our My Vax Records Help Desk Lead. The incumbent will work as part of the programmatic team at the Department of Public Health to support the Massachusetts Immunization Information System (MIIS). This is an opportunity to work on a dynamic team combining both IT and non-technical program staff in the implementation of the statewide immunization registry in the Immunization Division of the Bureau of Infectious Disease and Laboratory Sciences.

This role will provide supervision and training to contracted and state employees at Program Coordinator I equivalent level or below working on the Help desk My Vax Records team. They will collaborate with the MIIS/My Vax Records Helpdesk Supervisor on projects that have overlapping team members from the Help Desk and My Vax Records team, offer back up supervision to the MIIS Helpdesk team when needed, and coordinate schedules in office and remote to ensure adequate coverage to process immunization record requests, respond to all help desk inquiries and complete help desk tasks.

The My Vax Records Help Desk Lead will ensure Help Desk staff are following the most up to date SOPs and are providing exceptional front-line customer service and technical assistance to constituents contacting the Consumer Portal. They will develop training materials and internal SOPs, train and provide technical assistance to end users of the My Vax Records and serve as first line of communication and support for end users as part of the My Vax Records Helpdesk. They will also process, immunization record requests, objection forms, duplicate patient queues    and additional MIIS administrative tasks/projects and represent the MIIS at local, state, and national conferences and meetings.  

Learn more about what it’s like to work at the Bureau of Infectious Disease and Laboratory Sciences. 

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Supervise and train My Vax Records Helpdesk staff at PC1 equivalency and below, which includes staff review, check-ins with staff and coordinate staff schedules in office and remote to ensure adequate coverage to process immunization record requests, respond to all help desk inquiries and complete help desk tasks.
• Collaborate with the MIIS Helpdesk/My Vax Records Supervisor on projects that have overlapping team members from the Help Desk and My Vax Records team. 
• Offer back up supervision to the MIIS Helpdesk team when needed. 
• Liaison with the IIS Manager, M5 and MIIS Helpdesk/My Vax Records Supervisor to craft and maintain up to date SOPs and scripts in an evolving landscape. Ensure Help Desk staff are following the most up to date SOPs and are providing exceptional front-line customer service and technical assistance constituents contacting the My Vax Records Help Desk and/or utilizing the Consumer Portal (as needed).
• Guide users on the MIIS immunization record request or Amendment request process and system functionality. Process and track objection forms, amendment record requests, within our contact management system.
• Outreach to provider sites to collaborate on the processing of duplicate patient queues or patient merge concerns.
• Complete administrative projects as assigned relating to the MIIS Project.
• Provide technical assistance to constituents in multiple modalities including, but not limited to, phone, email, webinar.
• Log prod support issues in the ticketing system and triage questions to MIIS Information Technology staff as appropriate.
• Decipher between production support issues occurring due to user workflow errors versus application design.
• Issues stemming from user errors are resolved through education of end users.
• Issues stemming from application design are entered into the JIRA ticketing system and followed up with appropriately.
• Represent the MIIS at meetings and conferences and respond to questions. 
• Ensure help desk staff understand new functionality as it is Review and edit MIIS communications, SOPs, training materials and resources.
• Participate in User Acceptance Testing of new versions of the MIIS.
• Document all communications with providers in Casetivity.
• Help ensure provider compliance with MIIS protocols/policies.
• Establish professional and appropriate rapport with all internal and external parties.
• Provide input into system requirements and functionality.
• Process, immunization record requests and objections forms.
• Prepare MIIS related content for Immunization Division related conferences, workshops, and meetings.

Required Qualifications:

• Demonstrated knowledge of the principles and practices of supervising, including problem solving and decision making. 
• Familiarity with the principles and practices of organizational behavior including organizational structure.
• Proficiency in work simplification methods.
• Competency in the methods of general report writing.
• Proficiency in preparation, analyzing and interpreting of charts, graphs, and tables.
• Ability to understand, explain, and apply the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned activities.
• Skill to analyze and determine the applicability of data to draw conclusions and make appropriate recommendations.
• Ability to work independently and collaboratively with diverse groups.

Preferred Qualifications:

• Ability to prepare and maintain accurate records.
• Skill to write concisely, to express thoughts clearly, and to develop ideas in a logical sequence.
• Capacity to accomplish work objectives where few precedents or guidelines are available.
• Ability to adjust to changing or varying work situations to meet emergency or changing program requirements.
• Talent to motivate others and to coordinate the efforts of others in accomplishing assigned work objectives.
• Demonstrated skill to deal tactfully with others and establish rapport.
• Ability to exercise discretion in handling confidential information. 

Special Requirements:

A valid and current driver's license is required.  

About the Bureau of Infectious Disease and Laboratory Sciences (BIDLS):

The DPH Bureau of Infectious Disease and Laboratory Sciences (BIDLS), predominantly located in Jamaica Plain, provides public health response to infectious disease. These services include programmatic and epidemiologic response, as well as laboratory testing through the State Public Health Laboratory (SPHL).

Infectious disease response services address concerns of the general public as well as those disproportionately affected by infectious disease through a variety of risk factors. BIDLS administers ongoing disease reporting for over 90 reportable diseases in the state. Disease reporting review and follow-up with clinical providers and local boards of health is a central function of the bureau. Surveillance activity is complemented by an extensive contracted service system. These services are funded through state and federal resources and include prevention education, community outreach screening for infectious disease, immunization services, health service navigation, medical case management, insurance enrollment, housing assistance, and referral and linkage to infectious disease treatment.

The SPHL provides scientific expertise and capacity to identify infectious agents, chemical agents, and other toxins that cause human disease.  The SPHL is an active partner in joint activities with other bureaus/agencies such as environmental health, food and drug, agriculture, disease prevention and health promotion programs, and public safety.  The SPHL is a reference laboratory of the national Laboratory Response Network (LRN) and is a U.S. Centers for Disease Control and Prevention (CDC) Select Agent laboratory. SPHL staff work closely with laboratory and disease prevention programs at the CDC, and partners with the U.S. Department of Homeland Security (DHS).

About the Department of Public Health:

The mission of the Massachusetts Department of Public Health (DPH) is to prevent illness, injury, and premature death, to assure access to high quality public health and health care services, and to promote wellness and health equity for all people in the Commonwealth. We envision a Commonwealth in which all people enjoy optimal health. Massachusetts ranks among the healthiest of states according to comparative analyses, but we face numerous challenges, including chronic and infectious disease, substance abuse, violence, preventable hospitalizations, and health disparities.
 
DPH coordinates programs and policies to address specific diseases and conditions and offer services to address the needs of vulnerable populations. We also develop, implement, promote, and enforce regulations and policies to assure that the conditions under which people live are most conducive to health and enable people to make healthy choices for themselves and their families. We license health professionals, healthcare facilities and a variety of businesses that impact public health. We operate the state laboratory and four public health hospitals. We monitor health status and manage vital records including births, marriages and deaths. We educate people about public health issues and work closely with local boards of health and community partners to identify and solve public health problems. More information can be found at: Department of Public Health | Mass.gov

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori

Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the  ADA Reasonable Accommodation Request Form.

For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800-510-4122 Ext. #4

Qualifications

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS: 

Applicants must have at least (A) three years of full time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the-required experience.*

II. A Graduate degree with a major in business administration, business management or public administration may be substituted for the required experience.*

III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

Title 101 CMR 23.00 (“Regulation”) requires certain agency staff to have received the COVID-19 vaccination and Influenza vaccination, or have taken required mitigation measures, to prevent viral infection and transmission in State Hospitals and State Congregate Care Facilities. The Regulation applies to this position. Successful candidates will be required to acknowledge and attest to your vaccination status for both COVID-19 and Influenza.

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Official Title: Program Coordinator II

Primary Location: United States-Massachusetts-Boston-305 South Street

Job: Administrative Services

Agency: Department of Public Health

Schedule: Full-time

Shift: Day

Job Posting: Mar 26, 2024, 2:30:19 PM

Number of Openings: 1

Salary: 67,349.36 - 97,344.26 Yearly

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Luciana Hayner / Luciana.M.Hayner@mass.gov - 8573981891

Bargaining Unit: 06-NAGE - Professional Admin.

Confidential: No

Potentially Eligible for a Hybrid Work Schedule: Yes