Customer Support Analyst

Job Title: Customer Support Analyst

Job Location: 4052 Bald Cypress Way Bin A12 Tallahassee FL 32399 (Onsite)

Type: 24 Months

Job Description:

The scope of work is for Customer Support to ensure that organizations within Florida SHOTS using electronic health records are provided technical support guidance and training for software interface operations and maintenance and troubleshooting technical service issues by analyzing identifying and diagnosing issues.

Required Skills

• Associates degree with a minimum of 8 years experience in immunization information system software and/or electronic health records including experience with different health care customer types.
• Understanding of the health care industry and in particular medical practice management billing and EMR software.
• Ability to use web-based meeting platforms to conduct remote training with providers staff.
• Ability to multitask and handle multiple projects and customers at one time is essential.
• Excellent written and oral communication skills.
• Ability to use a personal computer with proficiency in MS Office products such as Word Excel and PowerPoint.

Responsibilities:

• Daily provide telephone and web-based support and data upload training to organizations enrolled in Florida SHOTS to promote maintenance of successful data upload functionality .
• As needed add sites for participating data upload locations to the accounts of organizations enrolled in Florida SHOTS that have expanded.
• Daily work with the Field Trainers to assist in the data upload process and troubleshoot issues.
• Weekly monitor and analyze the Florida SHOTS private provider upload (PPU) log for potential issues stagnant EHR interfaces or updated connection status regarding organizations accounts within Florida SHOTS.
• Weekly contact organizations within Florida SHOTS delinquent in uploading files and assist with diagnosing uploading issues and troubleshooting solutions.
• As directed by the Department provide web-based training and create and distribute educational and updated documentation for Interoperability to members of organizations
• within Florida SHOTS and EHR service providers.
• Weekly maintain contact with Field Trainers to determine which Florida SHOTS organizations they have successfully enrolled in or reactivated from the list of software vendors clients (organizations within Florida SHOTS) to determine appropriate status of EHR connectivity.
• Weekly meet with Field Team via virtual or telephone conferences to review current status of organizations within Florida SHOTS regarding enrollment and connection status organizations requiring immediate and scheduled termination of EHR connections technical issue resolutions and training and troubleshooting.
• Weekly check each client (organizations within Florida SHOTS) listed on participating software vendors client lists and crosscheck the Florida SHOTS database to identify those requiring a change in connectivity or enrollment status.
• As directed by the Department communicate progress with both Field Team and Departments Florida SHOTS Team via e-mails phone calls reports and monthly meetings.
• Monthly provide detailed reports regarding contacts given and scheduled trainings and production numbers to Florida SHOTS Team and Field Team.
• Meet with Florida SHOTS Team as directed by the Department.
• DATA SECURITY AND CONFIDENTIALITY TASK: Must comply at all times with all Department data security procedures and policies in the performance of this scope of work as specified in the Data Security and Confidentiality document attached to the purchase order.

Additional Notes:

TRAVEL REIMBURSEMENT: Reimbursement for travel expenses is authorized only when approved in advance by the Department Contract Manager and conducted in accordance with Section 112.061 Florida Statutes and Department Internal Operating Procedure (IOP) 56-37.