Short Description :

FL-DOH-Patient Care Programs-Help Desk Specialist - Provide technical assistance and customer service for the Florida Department of Health Bureau of Communicable Diseases Patient Care Programs

Complete Description :

FL-DOH-Communicable Diseases-Patient Care Programs-Help Desk Specialist

Pay Rate Vendor Rate

WORK ENVIRONMENT : Cubicles in a professional office environment.

JOB DESCRIPTION :

Provide technical assistance and customer service for the Florida Department of Health Bureau of Communicable Diseases Patient Care Programs

6.1.1. Attend the webinar and

training sessions archived and available for view in the Department s

database systems to learn how to fully access client level data, interpret

prescription, interpret insurance type, HIV medical labs and eligibility status

as directed by the Department within 30 days from the Contractor s staff person

being placed at the Department.

6.1.2. Attend webinars and trainings for

Patient Care eligibility, AIDS Drug Assistance Program (ADAP) New Hire

training, HIV 101, Housing Opportunities for Persons With AIDS (HOPWA), FL Ryan

White (RW) Portal, CAREWare, ADAP database system, any internal insurance

related trainings and advanced Microsoft Office programs / software or other

programs and software required to confirm and access client level data and

complete eligibility assessments as directed by the Department. Complete

all required trainings and webinars with a minimum of a B average.

6.1.3. Acknowledge and complete Patient

Care client applications for enrollment / re-enrollment within the Department s

Patient Care database systems within 24 hours of receipt as directed by the

Department.

6.1.4. Respond to and complete requests

for technical assistance, general inquiries, prescription issues from a

Department CHD, CBO, the Department s Pharmacy Benefit Manager (PBM), Specialty

Pharmacy and insurance issues from a Department CHD, CBO, or the Insurance

Benefit Manager (IBM within 24 hours, which are recorded in an activity log

database as a support ticket as directed by the Department.

6.1.5. Update client records,

prescription information, and insurance, after reviewing data systems as

directed by the Department daily in the Department s Patient Care s database

systems.

6.1.6. Provide assistance and status

updates to the Department CHDs staff, CBOs staff, and clients or

applicants via support ticket, emails and / or phone calls received daily or when

requested by the Department.

6.1.7. Document all actions pertaining

to a client within the client s profile in the Department s Patient

Care s database systems within 24 hours of receiving help requests or

documents from Department CHD staff, CBO staff, a client or applicant to the

program or as directed by the Department.

6.1.8. Review, maintain, and complete at

a minimum of 95 percent accuracy of all Patient Care enrollment application

requests.

6.1.9. Monitor and maintain Patient

Care s Lead Agency s budget summaries and budget narratives. Work closely with

Department s Data Integration Team to provide program approval for budget

amendments.

6.1.10. Review and respond to the Department s ZZZ

email folder for the Patient Care Program within specified time assigned by the

Department.

6.1.11. Provide programmatic technical

assistance to Department CHDs, CBOs, and clients or applicants on Patient

Care s database systems.

6.1.12. Assist in providing client data

reports, surveys, projects, or ad hoc reports as directed by the Department.

6.1.13. Abide by the Department policies and

procedures, including dress code, code of conduct, courteous professionalism,

etc.

6.1.14. Report and able to work during regular

business weekdays of Monday through Friday, between the hours of 8 : 00 am and

6.1.15. Understand that any requests for

deviation of these service tasks, discipline, timesheets, and progress reports

are requested and conducted through the hiring vendor.

6.1.16. Attend two weekly internal Patient Care

state office staff meetings a month or as directed by the Department.

6.1.17. Attend at a minimum one monthly ADAP

state office staff meeting a month or as directed by the Department.

6.1.18. Travel within the state of Florida to attend

one or multiple day trainings or meetings as directed by the Department up to

two times a year.

SKILLS NEEDED :

1. Excellent communication skills orally and in writing : Ability

to listen actively and convey information clearly and effectively.

2. Problem-solving skills : Capability to analyze situations and

provide appropriate solutions to customer issues.

3. Empathy and patience : Capacity to understand and relate to

customer concerns while maintaining a calm and patient demeanor.

4. Time management and organization : Skill to handle multiple

tasks efficiently and prioritize effectively.

5. Product knowledge : Understanding of the Department of health

services to provide accurate information to clients.

6. Adaptability : Ability to thrive in a fast-paced and changing

environment, while remaining flexible and open to new processes and procedures.

7. Positive attitude : Demonstrating a friendly, helpful, and

professional demeanor in all interactions with customers.

Last updated : 2024-05-29