Customer Support Technician Healthcare Systems

Customer Support Technician – 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