CalREDIE Helpdesk (Tier 1 Support Staff) (Remote) (Healthcare)

SUMMARY

Under the supervision of the Chief of the CalREDIE Stakeholder Support Section, Communicable Disease Emergency Response Program, with the California Department of Public Health, the incumbent is responsible for providing information, technical assistance, and support to internal users as well as end users of the California Reportable Disease Information Exchange (CalREDIE) application for the Division of Communicable Disease Control (DCDC). The analyst will play a key role in providing outstanding customer service and will possess excellent communication skills to ensure the needs of the clients are met and to maximize customers' satisfaction experience.

CalREDIE is a web-based application that allows local health jurisdictions, laboratories and health care providers to submit reports of communicable disease to state and local public health officials. This information is used for surveillance, investigation, and disease control efforts.

If hired for this position, you will be required to provide proof that you are fully vaccinated for COVID-19 prior to your start date or have a valid religious or medical reason qualifying you for an exemption (that may or may not require an accommodation).

Must submit a resume with the application.

Must be able to work flexible hours that may include weekends and holidays.

ESSENTIAL FUNCTIONS 

• Communicates regularly by phone, email or in writing with authorized users of the California Reportable Disease Information Exchange (CalREDIE) software
• Provides ongoing business and technical support for CalREDIE.
• Provides excellent guidance to end users on CalREDIE policies and procedures.
• Processes CalREDIE account requests.
• Identifies and addresses CalREDIE usability problems.
• Gathers, analyzes, reviews, categorizes and oversees support ticket assignments for California Department of Public Health (CDPH) program and local health department
• Maintains security and confidentiality of data at all
• Resolves data discrepancies by contacting authorized users for information, comparing to CalREDIE system data, and accessing information in the CalREDIE database.
• Provides support for many data quality activities within CalREDIE, with emphasis on improvements that will benefit the authorized users of the data within established laws, policies and procedures.
• Resolves duplicate records in the system.
• Assists with resolution of data issues with lead data entry staff and/or technical staff.
• Compiles reports on frequent discrepancies and recommends solutions and implements recommendations approved by management.
• Coordinates with Data Quality Coordinators to determine new approaches and resolutions for data quality issues.

JOB QUALIFICATIONS 

• Demonstrated ability to effectively communicate orally and in writing with public health, laboratory, technical and healthcare professionals and internal partners.
• Ability to perform data entry, data cleaning, and data quality assessment with attention to detail.
• Knowledge and application of Health Insurance Portability and Accountability Act (HIPAA) requirements and protection of health information.
• High level analytical and problem-solving skills.  
• Completes assignments in a timely and efficient manner.
• Ability to prioritize and manage multiple tasks, and work independently.
• Demonstrate reliability and integrity.
• Prior knowledge and experience in use of CalREDIE, preferred.
• Fluency in spoken English is required. 

Education/Experience 

• High School Graduate, required.
• Bachelor's Degree in a discipline related to public health, epidemiology, public health, or equivalent experience, preferred.
• Skills working with, along with knowledge of, disease surveillance, surveillance systems, and health information systems preferred.
• Demonstrated successful interpersonal, oral and written, communication skills to effectively interact with diverse stakeholder groups, colleagues, and supervisors.
• Skills to effectively communicate the capabilities and limitations of information systems, along with the ability to explain decisions, services or programs.
• Skills to manage a high volume of incoming calls and requests from diverse stakeholders and populations.
• Skills to appropriately apply CalREDIE policies and procedures to specific situations.
• Skills to document status and outputs of projects and processes.
• Skills to engage in testing of information solutions using appropriate methodologies and techniques. 

Other Skills, Knowledge, and Abilities 

• Knowledge of and skilled in the use of Microsoft Office products including Word, Excel, Access, Outlook, and Power Point

PHYSICAL DEMANDS 

• Stand                                       Frequently
• Walk                                        Frequently
• Sit                                            Frequently
• Handling / Fingering               Frequently
• Reach Outward                       Occasionally
• Reach Above Shoulder           Occasionally
• Climb, Crawl, Kneel, Bend       Occasionally
• Lift / Carry                               Occasionally - Up to 50 lbs
• Push/Pull                                 Occasionally - Up to 50 lbs
• See (Vision)                             Constantly
• Taste/ Smell                             Not Applicable

KEY

• Constantly                              (5+ hrs/day)
• Frequently                              (2 - 5 hrs/day)
• Occasionally                           (0 - 2 hrs/day)
• Not Applicable                       Not required for essential functions

WORK ENVIRONMENT

Remote.

Must have functioning internet access at remote location. 

EEOC STATEMENT

It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Heluna Health is an Affirmative Action, Equal Opportunity Employer that encourages minorities, women, veterans, and disabled to apply.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

See job description