Manager II

3 weeks ago

Austin, United States Texas Department of Aging & Disability Services Full time
Job Description:
Under the general leadership of the Immunization Information System (IIS) Operations Group Manager, this position provides oversight on contact management and maintains provider information necessary for identifying, contacting, and linking providers to data. Collaborates and coordinates across programs within the IIS Unit to support various data quality activities within IIS, with emphasis on improvements that will benefit the authorized users of the data within established laws, policies, and procedures. This position mentors and provides oversight to the resolution of data issues with lead data entry staff and/or technical staff. Provides faxed or emailed immunization histories by request. Provides and interprets information on recommended immunization schedules, recommended vaccines, and supports users in ensuring data is entered into IIS effectively. Develops and provides special assistance and training regarding customer requests. Plans, assigns, and manages the work of professional staff members. Works collaboratively with internal and external stakeholders and community partners to support policy initiatives. Interprets laws, rules, policies, and procedures, and applies this knowledge to handle customer issues that are both routine and non-routine. Maintains security and confidentiality of data at all times. Works under minimal supervision with extensive latitude for use of initiative and independent judgment. Essential Job Functions:
(30%) Manages and triages requests received to shared Immunization Registry inbox. Assists with the production of external provider training materials, and internal customer service user guides. Communicates with appropriate Immunization Program Staff regarding specific organizations and provider's requests or issues. Develops program initiatives and best practices to appropriate partners and stakeholders, including health care professionals. Oversees and provides special assistance regarding customer requests and performance standards set forth by the IIS Operations Group Manager.

(30%) Initiates and oversees the development of internal training materials and standard operating procedures for the IIS Customer Service Team. Communicates regularly by phone, fax, email, or in writing with authorized users of IIS from both public and private sectors: providers, schools, childcare facilities, parents. Provides technical assistance, ongoing monitoring, and evaluation of ImmTrac2 user experience. Mentors and trains less experienced staff and provides technical assistance in troubleshooting issues. Plans, assigns, and reviews the work of other team members in the IIS Unit.

(20%) Conducts routine maintenance and revisions to scripted responses to external users. Identify website needs and recommend updates to address customer needs. Coordinates with program staff to ensure internal standard operating procedures are routinely reviewed and updated. Assists in proofreading program content and ensures agency's style guide use and plain language use. Monitors team performance and customer satisfaction.

(15%) Serve as a representative of the Texas Immunization Registry regarding new functionality and assure that production environment issues are addressed and resolved timely. Assists the IIS Operations Group Manager with developing external messaging, create materials, IIS Unit emails for meetings. Participates in IIS Unit leadership meetings and section-wide projects.

(5%) Performs other duties as assigned, including but not limited to actively participating and/or serving in a supporting role to meet the agency'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. Knowledge Skills Abilities:
Knowledge of immunization terminology and practices, and the data elements that support them.
Knowledge of relevant IIS standards.
Knowledge of general data quality concepts.
Knowledge of applicable laws, statutes, policies, and procedures regarding public health and health information.
Knowledge of policies and Standard Operating Procedures (SOPs) specific to IIS operations.
Knowledge of records management.
Knowledge of recommended schedules.
Knowledge of techniques sufficient to collect, analyze, interpret, and summarize data in a narrative or graphical format.
Skill in gathering and analyzing information.
Skill to develop standard operating procedures.
Skill in interpreting laws, rules, policies, and procedures and applying interpretations to specific situations.
Skill in use of phone, email, FAX, text messaging, instant messaging, and other telecommunications methods.
Skill in communicating in writing, orally, electronically, and in person with linguistic and cultural proficiency.
Skill in use of contact management software and applications.
Skill in managing a high volume of incoming calls and requests from diverse stakeholders and populations.
Ability to plan, assign and direct the work of others.
Ability to provide leadership, and mentor team members.
Ability to set priorities, meet tight deadlines and manage multiple projects.
Ability to use independent judgment, decision making, and problem resolution to perform technical, operational, or administrative functions.
Ability to establish effective working relationships with staff at all levels of an organization, agencies, providers, and stakeholders.
Ability to exercise sound judgment in the release of information.
Ability to communicate clearly, concisely, and creatively, and to translate technical information into lay terminology.
Ability to select appropriate means of communicating with people of different literacy levels, ages, and cultures.

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