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Additional Job Information:
Title: 735387 (FL-DOH-Patient Care Programs-Help Desk Specialist)
Start Date: 05/17/2024
End Date: 06/30/2024
Agency Interview Type: In Person Only
Work Arrangement: Onsite
Job 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
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.
SKILLS NEEDED:
Excellent communication skills orally and in writing: Ability to listen actively and convey information clearly and effectively.
Problem-solving skills: Capability to analyze situations and provide appropriate solutions to customer issues.
Empathy and patience: Capacity to understand and relate to customer concerns while maintaining a calm and patient demeanor.
Time management and organization: Skill to handle multiple tasks efficiently and prioritize effectively.
Product knowledge: Understanding of the Department of health services to provide accurate information to clients.
Adaptability: Ability to thrive in a fast-paced and changing environment, while remaining flexible and open to new processes and procedures.
Positive attitude: Demonstrating a friendly, helpful, and professional demeanor in all interactions with customers.
Skills:SkillRequired / DesiredAmountof ExperienceAbility to speak and understand EnglishRequired High School Diploma or EquivalentRequired 3 yrs customer service experience in a professional environmentRequired3 2 yrs of clerical duties in data entry and troubleshootingRequired2 Proficient in Microsoft Office SuiteRequired3 Excellent communication skills orally and in writiingRequired Ability to listen actively and convey information clearly and effectivelyRequired Problem -solving skills - analyze situations and provide solutionsRequired Attend continuous educational webinars and trainingsRequired Attention to detailRequired Help desk experienceHighly desired
Regards,
Roshni Verma
Sr. Sourcing Specialist | Syntricate Technologies Inc.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Health Care Provider
Industries
IT Services and IT Consulting, Software Development, and Financial Services
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