Customer Support Analyst Healthcare Systems
Job Description
Job DescriptionSalary: $24 Hourly
Customer Support Analyst Healthcare Systems
Overview
We are seeking aCustomer Support Technician (Advanced)to support immunization information systems and electronic health record (EHR/EMR) platforms. This role will providetechnical support, training, and data quality assistanceto healthcare providers and organizations using state-managed systems such as Florida SHOTS.
This individual will act as akey liaison between healthcare providers, software vendors, and internal teams, ensuring accurate data uploads, system adoption, and ongoing operational success.
Key Responsibilities
Customer Support & Training
- Providedaily phone and web-based supportto healthcare organizations using immunization systems and data upload tools
- Conductremote training sessionsfor medical provider staff using web-based platforms
- Assist providers withsystem usage, troubleshooting, and workflow optimization
Data Management & System Support
- Supportdata upload processes, ensuring accuracy and compliance with system requirements
- Troubleshootdata quality issuesin collaboration with implementation specialists and trainers
- Monitor and manageprovider upload activity, identifying and resolving gaps in data submission
- Assist withinteroperability documentation and processesas required
Provider Engagement & Outreach
- Proactively contact providers who aredelinquent in data uploads
- Provide guidance and support to ensurecontinued system participation and compliance
- Add and maintainnew and expanding provider siteswithin the system
Reporting & Communication
- Track and report on:
- Data upload activity and production metrics
- Provider engagement and issue resolution
- Training outcomes and system performance
- Preparedetailed monthly reportsfor stakeholders
- Communicate progress viaemail, 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 toidentify trends, resolve issues, and improve processes
Data Security & Compliance
- Ensure strict adherence todata security, confidentiality, and HIPAA-related policies
- Follow allstate and departmental guidelinesrelated to data handling and system access
Required Qualifications
- Medical Assistant certification, healthcare-related degree, or technology degree
- Minimum 4 years of experiencewith:
- Immunization Information Systems (IIS), OR
- Electronic Medical Records (EMR/EHR) systems
- Experience working withvarious healthcare provider types(clinics, hospitals, etc.)
Required Skills & Competencies
- Strong understanding of:
- Healthcare workflows
- Medical practice management
- Billing and EMR systems
- Ability tomanage multiple projects, providers, and priorities simultaneously
- Excellentwritten and verbal communication skills
- Strongproblem-solving and troubleshooting abilities
- Proficiency in:
- Microsoft Word, Excel, PowerPoint
- Web-based meeting and training platforms (Zoom, Teams, etc.)
Preferred Qualifications
- Experience supportingstate or public health systems
- Familiarity withFlorida SHOTS or similar immunization registries
- Experience indata quality, reporting, or system implementation support