Provider Support Specialist

TX-HHSC-DSHS-DFPS • Austin, TX

6d • Hybrid

About The Position

Works under the general leadership of
the
Vaccine Data & Finance (VDF) manager
and
is responsible for
providing high-quality, efficient customer service to
vaccine providers across Texas. Work involves overseeing Texas Vaccine for Children (TVFC) and Adult Safety Net (ASN) vaccine
ordering,
required
program reporting,
and all customer service-related needs.
Provides
timely
responses to internal & external inquiries and
assists
with vaccine
order-related
requests and issues. Additionally, conducts outreach to ensure data quality and reporting accuracy
in accordance
with
program grant and statutory requirements. This includes, but is not limited to, vaccine order tracking, ensuring
accurate
inventory management,
and vaccine dose-level
accountability per
CDC, DSHS, and other internal and external stakeholders’ requirements.
Work also includes supporting the Texas Yellow Fever Program by processing
program
enrollments,
maintaining
internal and external databases, and conducting
provider outreach.

Requirements

• Knowledge of public health program practices, principles, and techniques.
• Knowledge of local, state, and federal laws related to the program area.
• Knowledge of data analysis and reporting.
• Knowledge of principles of promotion and education materials.
• Skill in using Microsoft Word, Excel, Access, PowerPoint, Outlook.
• Skill in developing written materials and training.
• Skill in developing electronic reports from databases.
• Skill in responding to customer inquiries and handling difficult customers in a tactful manner.
• Skill in arithmetic, English grammar, and spelling.
• Skill in training others.
• Skill in learning and retaining information and communicating that information effectively.
• Ability to gather and analyze data and facts, and to devise solutions to problems.
• Ability to communicate processes and procedures clearly and effectively to others.
• Ability to use independent judgment and to plan, organize and coordinate work assignments to meet deadlines.
• Ability to establish effective working relationships with supervisory personnel, co-workers and health professionals.
• Ability to effectively communicate (both orally and in writing) processes and procedures.
• Ability to prepare and deliver presentations.
• Ability to proofread, edit, and compile reports and ensure accuracy.
• Ability to work effectively with others.
• Ability to use judgment to address concerns in a proper manner in accordance with program policy.

Nice To Haves

• Graduation from an accredited four-year college or university with major course work in a community health improvement, public health, healthcare, or a related field is preferred.
• Experience in customer support in fields related to ordering, logistics and order management preferred.

Responsibilities

• Provides customer support for vaccine ordering and reporting by conducting provider outreach and responding to inquiries via phone and email.
• Addresses provider concerns efficiently and knowledgeably while maintaining current expertise in program processes and requirements.
• Resolves physician and Responsible Entity questions related to VAOS (Vaccine Allocation and Ordering System) ordering, reporting, and inventory management, and collaborates with CDC, Merck, McKesson, and other partners to troubleshoot logistical issues and ensure timely vaccine distribution for Texas providers.
• Works closely with the Provider Support Team Lead to communicate gaps in processes or information needed to accomplish job responsibilities.
• Provides feedback on the Vaccine Operation Unit’s approach to delivering customer support to providers.
• Reviews training materials to ensure quality and consistent information is delivered to immunization providers.
• Maintains a strong level of professionalism and communication skills and ensures that the processes established are utilized effectively and efficiently.
• Creates and executes strategies to address providers with discrepancies in stated inventory levels, and helps improve reporting inaccuracies to achieve better dose level accountability.
• Conducts provider outreach regarding data quality and shipments.
• May provide information and training to providers on how to accurately report and remain in compliance with program requirements.
• Utilizes VAOS or applicable databases to run and compile monthly vaccine performance reports on inventory, utilization, and reporting.
• Supports Texas’ Yellow Fever Program by guiding stamp holders through necessary enrollment steps, processing and maintaining accurate documentation about stamp holders, conducting outreach to delinquent stamp holders, and performing upkeep on CDC Traveler’s Health database.
• Actively participating and/or serving in a supporting role to meet the agency’s obligation for disaster response and/or recovery of Continuity of Operations (COOP) activation.

Benefits

• DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees