Customer Support Analyst Healthcare Systems

Customer Support Analyst– 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

Required Qualifications

• 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.)

Required Skills & Competencies

• 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.)
  
  
  
  

Preferred Qualifications

• Experience supporting state or public health systems


• Familiarity with Florida SHOTS or similar immunization registries


• Experience in data quality, reporting, or system implementation support