FL-DOH-Patient Care Programs-Help Desk Specialist

Engagement Type

Contract

Short Description

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

Complete Description

FLDOHCommunicable DiseasesPatient Care ProgramsHelp Desk Specialist

Pay Rate $17.00

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 Departments 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 Contractors 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 / reenrollment within the Departments 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 Departments 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 Departments Patient Cares 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 clients profile in the Departments Patient Cares 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 Cares Lead Agencys budget summaries and budget narratives. Work closely with Departments Data Integration Team to provide program approval for budget amendments.

6.1.10. Review and respond to the Departments 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 Cares 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 5:00 pm with one hour off for lunch.

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. Problemsolving 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 fastpaced 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.

Required/Desired Skills

Skill Required/Desired Amount of Experience Ability to speak and understand English Required 0 High School Diploma or Equivalent Required 0 3 yrs customer service experience in a professional environment Required 3 Years 2 yrs of clerical duties in data entry and troubleshooting Required 2 Years Proficient in Microsoft Office Suite Required 3 Years Excellent communication skills orally and in writiing Required 0 Ability to listen actively and convey information clearly and effectively Required 0 Problem solving skills analyze situations and provide solutions Required 0 Attend continuous educational webinars and trainings Required 0 Attention to detail Required 0 Help desk experience Highly desired 0

Questions

Description Question 1 Your candidates Pay Rate for this requisition must be $17.00 Vendor rate $22.10. Do you accept this requirement Question 2 Please list your candidates email address. Question 3 Please list the city and state where your candidate currently resides. Question 4 How soon can your candidate start if selected for this opportunity Question 5 Have you confirmed that your candidate is aware of AND can successfully complete the mandatory preemployment screening requirements detailed in the Compliance tab of this VectorVMS requisition Question 6 If applicable (safety sensitive positions) do you attest that your candidate has provided consent to random drug testing pursuant to section 11.3 of the master contract Question 7 If applicable (safety sensitive positions) do you attest that your candidate is willing to adhere to any customer dress/safety equipment requirements in compliance with ANSI and OSHA and that such equipment will be provided at your companys/candidates expense Question 8 This is a temporary/contract opportunity. As the supplier/employer you are the party providing any benefits including PTO or paid holidays. Please confirm you have counseled the candidate to make them aware of the work arrangements and compensation. Question 9 Does your candidate have any preplanned time off including doctor appointments within the 1st 90 days Question 10 Does your candidate have experience providing technical assistance in a help desk environment Question 11 Is your candidate aware this is an onsite assignment needing excellent attendance and promptness