Customer Support Analyst– Healthcare Systems

Customer Support Analyst– Healthcare Systems

Overview

We are seeking a Customer Support Technician (Advanced) to support immunization information systems and electronic health record (EHR/EMR) platforms. This role will provide technical support, training, and data quality assistance to healthcare providers and organizations using state-managed systems such as Florida SHOTS.

This individual will act as a key liaison between healthcare providers, software vendors, and internal teams, ensuring accurate data uploads, system adoption, and ongoing operational success.

Key Responsibilities

Customer Support & Training

• Provide daily phone and web-based support to healthcare organizations using immunization systems and data upload tools
• Conduct remote training sessions for medical provider staff using web-based platforms
• Assist providers with system usage, troubleshooting, and workflow optimization

Data Management & System Support

• Support data upload processes, ensuring accuracy and compliance with system requirements
• Troubleshoot data quality issues in collaboration with implementation specialists and trainers
• Monitor and manage provider upload activity, identifying and resolving gaps in data submission
• Assist with interoperability documentation and processes as required

Provider Engagement & Outreach

• Proactively contact providers who are delinquent in data uploads
• Provide guidance and support to ensure continued system participation and compliance
• Add and maintain new and expanding provider sites within the system

Reporting & Communication

• Track and report on:
  • Data upload activity and production metrics
  • Provider engagement and issue resolution
  • Training outcomes and system performance
• Prepare detailed monthly reports for stakeholders
• Communicate progress via email, phone, and virtual meetings

Team Collaboration

• Participate in:
  • Weekly team and field meetings
  • Cross-functional coordination with trainers and implementation teams
  • Monthly stakeholder updates with program leadership
• Collaborate to identify trends, resolve issues, and improve processes

Data Security & Compliance

• Ensure strict adherence to data security, confidentiality, and HIPAA-related policies
• Follow all state and departmental guidelines related to data handling and system access

Required Qualifications

• Medical Assistant certification, healthcare-related degree, or technology degree
• Minimum 4 years of experience with:
  • Immunization Information Systems (IIS), OR
  • Electronic Medical Records (EMR/EHR) systems
• Experience working with various healthcare provider types (clinics, hospitals, etc.)

Required Skills & Competencies

• Strong understanding of:
  • Healthcare workflows
  • Medical practice management
  • Billing and EMR systems
• Ability to manage multiple projects, providers, and priorities simultaneously
• Excellent written and verbal communication skills
• Strong problem-solving and troubleshooting abilities
• Proficiency in:
  • Microsoft Word, Excel, PowerPoint
  • Web-based meeting and training platforms (Zoom, Teams, etc.)

Preferred Qualifications

• Experience supporting state or public health systems
• Familiarity with Florida SHOTS or similar immunization registries
• Experience in data quality, reporting, or system implementation support