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IIS Technical Support Specialist

Company: Texas State Job Bank
Location: Austin
Posted on: March 18, 2023

Job Description:

Job/Position DescriptionProgram Specialist IIIUnder the general supervision of the Immunization Information System (IIS) Customer Service Manager, performs primary support for phone calls, records management, and data quality activities for the Texas Immunization Registry. Provides technical support for phone calls received from the ImmTrac2 customer support line. Investigates and resolves duplicate records and questionable matches. Triages emails received to the shared email inbox. Demonstrates data quality assurance standards as outlined in the IIS Data Quality Blueprint. Receives and processes immunization record requests and consents from providers and the public. Sets clear guidelines and models expected professional behaviors. Consistently treats customers, stakeholders, partners, vendors, and co-workers with dignity and respect. Other tasks as assigned. Essential Job FunctionsAttends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. (40%) Performs customer support and technical assistance to support end-users, including healthcare providers, schools, childcare facility staff, and other engaged stakeholders with the Texas Immunization Registry (ImmTrac2). Communicates regularly by phone, fax, email, or in writing with authorized users of ImmTrac2. Provides faxed or emailed immunization histories by request. Provides primary support for phone calls and verifies the identity of authorized users. Maintain security and confidentiality of data at all times. Applies law and policy to determine the level of access to available data. Determines requestorand#146;s needs and identifies appropriate resolution of requests. Assists processing inquiries including emailed, faxed, or mailed immunization history requests. Monitors phone queue and call volume to improve end-user experience. Provide technical support for new organization site registrations and renewals. Assists with user acceptance testing.(35%) Participates and records meeting minutes for internal trainings. Perform targeted webinar trainings on an adhoc basis. Coordinates and provides special assistance and training regarding customer requests.Explains complex policies and procedures to various audiences. Assists downloading and reconciling requests received to fax image server.(20%) Performs records management activities. Identifies and resolves questionable matches (QM) and data entry errors. Coordinates the resolution of data issues with technical staff and provides recommendations to determine new approaches and resolutions for data quality issues. Performs resolution of duplicate and QM; performs duplicate client merging.(5%) Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agencyand#146;s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.Registrations, Licensure Requirements or CertificationsKnowledge Skills AbilitiesList the knowledge, skills, and abilities critical to performance in this position:and#149; Knowledge of immunizations.and#149; Knowledge of training techniques.and#149; Knowledge of records management.and#149; Knowledge of program management processes.and#149; Knowledge of policies and Standard Operating Procedures (SOPs) spe Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.

Keywords: Texas State Job Bank, Austin , IIS Technical Support Specialist, Other , Austin, Texas

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