Application Support Specialist
Who we are. We protect lives. The Georgia Department of Public Health is the lead agency entrusted by the people of Georgia to proudly protect lives and promote healthy lifestyles in diverse communities statewide. We are committed to preventing disease, injury, and disability; promoting health and well-being; and preparing the State of Georgia for responding to disasters.
What we offer. As a member of the Georgia Department of Public Health team, you will join a passionate group of individuals who are dedicated to making an impact. No matter your role, you will individually contribute to protecting the lives of all Georgians while receiving a wide range of benefits, so you can:
- Make a Professional Impact – Build your career where it matters and protect lives in the community where you live, work, and play
- Enjoy Workplace Flexibility – Experience flexibility in how you work so you can be your best self for you and Georgia Residents
- Work with a Dynamic and Diverse Team– Collaborative and inclusive way of working where employees share ideas and leverage collective strengths
- Achieve Career Longevity – Countless opportunities for continuous learning/development that support a long-term career
- Take Part in a Hands-on Working Culture – Unique culture of active engagement and problem-solving, no matter your role
- Feel Pride in Where you Work – Be part of making an impact in public health alongside dedicated people just like you
Job Responsibilities
Position Overview:
Under general supervision of the Georgia Registry of Immunization Transactions and Services (GRITS) Manager, this position works as part of a team that is responsible for providing information, technical assistance and support to internal and external Immunization Information System (IIS) users and partners, including immunization providers, schools, childcare facilities and health plans, as well as the public.
Application Support Specialist will exercise independent judgment in carrying out responsibilities within a highly collaborative IIS and immunization program environment. Decision making requires knowledge of applicable laws, policies, and available data and resources.
Primary Duties & Responsibilities:
- Model professional behavior while providing customer service and technical assistance to internal and external IIS users, including IIS and immunization program staff, immunization providers, schools, childcare facilities, health plans, and other partners as well as the public.
- Apply knowledge of laws, policies and procedures related to the IIS to determine the allowable level of access to IIS data for individuals and organizations requesting assistance.
- Always maintain security and confidentiality of data.
- Communicate on a regular basis by phone, fax, email or in writing with IIS users and partners such as Vaccines For Children (VFC) and other immunization providers, schools, childcare facilities, health plans, and parents to resolve specific issues.
- Fulfill requests received via telephone, fax, email and other modalities from IIS users and the public for immunization records and other information in accordance with laws, policies and procedures; transmit confidential information to requestors using secure data exchange methods.
- Use an issue tracker and associated reports to identify opportunities for communications or training based on frequently experienced IIS issues.
- Resolve data discrepancies by contacting authorized users for information and correcting patient records.
- Maintain detailed and accurate documentation of customer interactions, issue resolutions, and system enhancements to facilitate knowledge sharing and ensure a comprehensive historical record
- Apply knowledge and training in manual IIS record matching and merging to resolve duplicate and fragmented patient records.
- Support use of IIS data for immunization program activities such as VFC and adult vaccine ordering and inventory management.
- Other duties as assigned.
Skills and Competencies:
- Microsoft Office intermediate proficiency especially in Outlook, Word and Excel
- Ability to provide exceptional customer service
- Strong oral and written communication and interpersonal skills
Minimum Qualifications
High school diploma or GED AND Training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.
Preferred knowledge and abilities:
- 1 year of professional experience in customer service and technical assistance, preferably in a public health or health care setting
- Knowledge of health information systems
- Knowledge of secure data and information transmission methods
- Ability to apply knowledge of laws and policies in responding to requests for IIS accounts and information
- Ability to exercise appropriate judgment in determining when an issue or problem needs referral to management or other staff