Customer Support Analyst

This scope of work is for Florida SHOTS Customer Support Analyst (C. Advanced) 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. Contractor will provide these services to the Florida Department of Health (Department).

• 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 Department s 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.

Minimum Qualifications and Experience:

• Associate s 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.