Client Management Specialist 2025-02811

State of Wyoming•Cheyenne, WY

46d

About The Position

The Client Management Specialist supports immunization partners and clients utilizing the Wyoming Immunization Registry (WyIR) and participating in Public Vaccine Programs (PVPs). This role facilitates the enrollment and onboarding of organizations seeking WyIR access, assigning user access, and providing technical support and troubleshooting for WyIR functionality. The specialist also trains users, serves as the primary contact for the WyIR HelpDesk, and analyzes Help Desk ticket trends to inform future training initiatives.

Requirements

Computer skills with an emphasis on: MS Access, Excel, Word, Publisher, PowerPoint, and Google Applications.
Ability to work independently, prioritize job tasks, meet required timelines, and adapt to changing demands.
Skills in analytical and critical thinking.
Skills in customer service.
Ability to coordinate and communicate effectively with co-workers, providers, superiors, and vendors.
Knowledge of principles and practices of immunization and public health.
Knowledge of HIPAA regulations.

Nice To Haves

Associate's degree typically in Business plus 0-2 years of progressive work experience (typically in Business/Office Communications) OR Education & Experience Substitution: 2-4 years of progressive work experience (typically in Business/Office Communications)

Responsibilities

Maintains a strong knowledge of the features and functions of the WyIR in order to provide user training and support.
Coordinates the design, development, and delivery of WyIR education and training through various methods, including face-to-face interaction, group training seminars, distance learning tools, hardcopy manuals, desktop sharing, and web presentations.
Identifies, formulates, updates, and implements policies and procedures for education and training.
Monitors and analyzes changes in federal and state laws, rules and regulations, and statutes, and incorporates appropriate changes into WyIR education and training materials and activities.
Coordinates statewide education initiatives to provide accurate and user-friendly technical and programmatic knowledge; Revises and updates training materials as necessary.
Coordinates research, evaluation, and/or development of educational curriculum to determine content and scope of WyIR educational materials for new and existing vaccines, vaccine inventory, and management procedures for accurate and timely reporting criteria of vaccine data.
Collect and compile data to analyze project feasibility and for performance reporting.
Review data in the WyIR, identifying and reporting errors.
Utilize quality improvement measures to ensure data accuracy.
Conduct data quality testing for system upgrades and patches.
Monitor the quality of immunization records, researching and troubleshooting issues.
Collaborate with practices/clinics to enhance workflow and documentation of patient care.
Work closely with the WyIR software vendor on the analysis, development, and testing of software systems and business application versions and upgrades.
Review and update WyIR enrollment process templates.
Facilitate WyIR enrollment for new organizations.
Update Organization and Facility Information.
Manage and update existing user accounts.
Collaborate with WyIR Tier I Help Desk to process and verify user access requests promptly.
Provides quality customer service for WyIR users.
Serves as the lead on WyIR and Immunization Record email inboxes.
Coordinates resolution of issues with the WyIR Tier I Help Desk.
Manages escalated tickets from the WyIR Tier I Help Desk, including research, forwarding to subject matter experts, ensuring timely resolution, and communicating updates to clients.
Provides customer service to the teams in regards to the WyIR processes.
Generates and tracks service desk tickets with the software vendor for system problems reported by WyIR users.
Monitors major trends in help desk tickets and system errors for potential software vendor action.
Identifies, quickly resolves, or escalates issues, provides solutions, and communicates timely status updates; and processes patient immunization record requests.
Research other viable vendors to host, implement, and support the Wyoming Immunization Registry and complete a Request for Proposal (RFP) for the WyIR vendor contract as needed.