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Customer Support Analyst – Florida SHOTS
Overview
We are seeking an experienced Customer Support Analyst (Advanced) to support the Florida SHOTS immunization system by providing technical support, data analysis, troubleshooting, and training to healthcare organizations statewide.
This role is ideal for someone who can analyze system performance, diagnose issues, and drive solutions—acting as a key bridge between healthcare providers, EHR systems, and the Florida Department of Health.
Location
Onsite – Tallahassee, FL
Florida Department of Health, Bureau of Epidemiology
Key Responsibilities
- Provide daily phone and web-based support to organizations using Florida SHOTS
- Troubleshoot data upload issues, connectivity problems, and system errors
- Diagnose and resolve technical issues related to EHR interfaces and data exchange
- Monitor and analyze provider upload activity and system logs (PPU logs)
- Identify:
- Stagnant or failing interfaces
- Data inconsistencies
- Connectivity issues
- Proactively address gaps to maintain system performance
- Deliver remote training sessions to healthcare providers and staff
- Create and distribute training materials and updated documentation
- Support onboarding, reactivation, and ongoing engagement of providers
- Partner closely with:
- Field Trainers
- Florida SHOTS Team
- Interoperability stakeholders
- Support data upload processes and troubleshoot issues alongside field teams
- Participate in weekly team meetings to review system status and priorities
- Add and manage provider sites within Florida SHOTS
- Cross-check vendor client lists against system data to ensure accurate enrollment and connectivity status
- Track organizations requiring updates, reactivation, or termination of connections
- Provide weekly updates on system performance and provider status
- Deliver monthly reports including:
- Support interactions
- Training delivered
- Upload performance metrics
- Issue resolution outcomes
- Communicate progress clearly to internal teams and Department stakeholders
- Ensure adherence to all data security and confidentiality requirements
- Handle sensitive healthcare data in accordance with state policies
Required Qualifications
- Associate’s degree (or equivalent experience)
- 8 years of experience in:
- Immunization Information Systems (IIS), OR
- Electronic Health Records (EHR/EMR) environments
Knowledge & Skills
- Strong understanding of:
- Healthcare operations
- Medical practice workflows
- Billing and EMR systems
- Experience conducting
remote training via web-based platforms - Strong analytical and troubleshooting skills
- Ability to manage multiple priorities and stakeholders simultaneously
- Excellent written and verbal communication
- Proficiency in Microsoft Office (Word, Excel, PowerPoint)
What Success Looks Like
- Improved data accuracy and consistent provider uploads
- Faster identification and resolution of technical issues
- Strong provider engagement and training outcomes
- Clear, actionable reporting to stakeholders
- Seamless coordination with field and technical teams
Work Structure
- Long-term engagement (through June 2028)
- Monthly deliverables tied to performance expectations
- Background screening required prior to start
Why This Role Matters
This role directly supports statewide public health efforts by ensuring accurate and timely immunization data across Florida. Your work will improve data integrity, system performance, and provider experience, ultimately contributing to better health outcomes.
Salary : $35