Customer Support Technician – Healthcare Systems
About The Position
Customer Support Technician – 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
Requirements
- 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.)
- 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.)
Nice To Haves
- Experience supporting state or public health systems
- Familiarity with Florida SHOTS or similar immunization registries
- Experience in data quality, reporting, or system implementation support
Responsibilities
- 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
- 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
- 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
- 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
- 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
- Ensure strict adherence to data security, confidentiality, and HIPAA-related policies
- Follow all state and departmental guidelines related to data handling and system access
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
