Immunization System Help Desk Coordinator
JSI Research & Training Institute, Inc. in partnership with the Massachusetts Department of Public Health (DPH) Immunization Division is hiring a full-time self-motivated MIIS Help Desk Coordinator to partner with a programmatic team to support the Massachusetts Immunization Information System (MIIS). The ideal candidate is highly adaptable and tech savvy, has a strong commitment to public health, and a history of providing high quality administrative services. This is an opportunity to work on a dynamic team combining both IT and non-technical program staff in the implementation of the statewide immunization registry in the Immunization Division of the Bureau of Infectious Disease and Laboratory Sciences.
Note: This position is based at the Bureau of Infectious Disease and Laboratory Sciences (BIDLS) in Jamaica Plain, MA. This is a contract award specific employment arrangement which means employment is provided for the period of the contract only (currently through June 2024). Authorization to work in the US required. Salary range for the position is $50,000 - $61,000. Salary commensurate with experience. This is a hybrid position that includes telework and working from the MA State Public Health Laboratory in Jamaica Plain, MA. At the current time, staff are expected to go into the office once every week. Time spent in office versus remote will be driven by business needs and guidance for state employees.
RESPONSIBILITIES
- Provide exceptional customer service and technical assistance to health care professionals and constituents contacting the MIIS Help Desk and My Vax Records
- Complete administrative projects as assigned relating to the MIIS Project.
- Review and process duplicate patient immunization records.
- Write professional emails that accurately respond to help desk inquiries.
- Guide new users on the MIIS registration process and system functionality.
- Process and track registration forms, immunization record requests including amendments, objection forms , and other provider site and user change requests within the contact management systems.
- Provide technical assistance to provider sites in multiple modalities including, but not limited to, phone, email, and/or webinar.
- Report technical issues in the ticketing system and triage questions to MIIS Information Technology staff as appropriate.
- Collaborate with the MIIS Interoperability team on data exchange inquiries from provider sites and how to appropriately respond.
- Review and edit MIIS communications, standard operating procedures (SOPs), training materials and resources.
- Represent the MIIS at meetings and conferences and respond to questions.
- Participate in User Acceptance Testing of new versions of the MIIS.
QUALIFICATIONS
REQUIRED QUALIFICATIONS
- Education: Bachelor’s degree in public health or a related field required.
- Experience: One - three years of professional level experience.
PREFERRED QUALIFICATIONS
- Previous professional experience in data entry, administrative services, customer service, public health and/or health information technology.
- Strong attention to detail and follow up
- Desire to work in a front facing position that requires frequent phone and email communications with internal and external parties.
- Ability to hold oneself accountable in a remote work environment and successfully manage time to meet the deadlines of competing priorities.
- Demonstrated experience providing technical assistance for new systems/applications.
- Proficiency in Word, Excel, PowerPoint, email list servs (i.e., Constant Contact / MailChimp), Teams, contact management systems and webinar platforms
- Commitment to promoting the health of Massachusetts' citizens by reducing the burden of vaccine preventable diseases that affect the residents of the Commonwealth.