EHR/EMR Customer support executive/Technician (100% Onsite)

Description

• PURPOSE: This scope of work is for Florida SHOTS Customer Support Technician services. Contractor will provide these services to the Florida Department of Health (Department).
• TERM: This scope of work will begin on 6/1/2026 or the date on with the purchase order is issued, whichever is later. It will end at midnight, Eastern Time on 6/30/2028. The State of Florida’s performance and obligation to pay under this purchase order and any subsequent renewal is contingent upon annual appropriation by the Legislature and satisfactory performance of the Contractor.
• CRIMINAL BACKGROUND SCREENING: The Department will conduct a criminal history record check, including fingerprinting, on the consultant assigned by the Contractor prior to the consultant commencing work for the Department. The Department retains sole discretion as to whether the results of the criminal history record check will result in the Contractor’s employee being disqualified from performing services pursuant to this agreement.

CONTRACTOR QUALIFICATIONS AND EXPERIENCE:

• CONTRACTOR/STAFF assigned to this agreement must possess the following minimum qualifications and experience:
• Medical Assistant or technology degree with a minimum of 4 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 medical providers’ staff
• Ability to multitask and handle multiple projects and customers.
• Excellent written and oral communication skills.
• Ability to use a personal computer, with proficiency in MS Office products, such as Word, Excel and PowerPoint.

CONTRACTOR RESPONSIBILITIES:

• SERVICE TASKS: Contractor will perform the following tasks in the time and manner specified:
• Daily provide telephone and web-based support and training for staff of organizations enrolled in Florida SHOTS on data upload tools to ensure they can continue to use data upload functionality as directed by the Department.
• Daily, add sites belonging to Florida SHOTS-enrolled organizations participating in data upload that have expanded as directed by the Department.
• Daily, work with the Implementation Specialists and Trainers to assist in the data upload process and troubleshoot issues for data quality as directed by the Department.
• Weekly, monitor Florida SHOTS private provider upload (PPU) log as directed by the Department.
• Each week, contact providers shown to be delinquent in uploading data files to Florida SHOTS. Assist with uploading issues and troubleshooting solutions as directed by the Department.
• As directed by the Department, assist Florida SHOTS staff with processing documentation for Interoperability.
• Weekly, communicate with Trainers by telephone conference or virtual meeting to determine which organizations the Trainers have successfully enrolled in or reactivated in Florida SHOTS from the software vendor’s client list as directed by the Department.
• Weekly, meet with the field team via telephone conferences to review current tasks and troubleshoot any issues as directed by the Department.
• Weekly, check each client on participating software vendors’ client lists and crosscheck the Florida SHOTS database to determine enrollment status as directed by the Department.
• Weekly, communicate progress of uploads by organizations within Florida SHOTS with the Department and Field Team members via e-mails, phone calls, and reports.
• Meet with Florida SHOTS staff and Field Team via virtual or telephone conference once a month as directed by the Department and provide information regarding data uploads as related to training, reported issues, newly available information, and updated documentation.
• As directed by the Department, create and provide detailed reports for monthly meetings with Florida SHOTS staff and Field Team. Ensure the detailed reports include information regarding contact with Florida SHOTS-enrolled organizations due to data upload issues, training and/or resolution provided, production numbers of data uploads, and any other information as specified by the Department.

DATA SECURITY AND CONFIDENTIALITY TASK:

• The Contractor, its employees, subcontractors, and agents must comply at all times with all Department data security procedures and policies in the performance of this scope of work as specified in the Data Security and Confidentiality document attached to the purchase order.

“Cleo Consulting is an equal opportunity employer (Minorities/Women/Veterans/Disabled)”