Patient care program

Engagement Type

Contract

Short Description

FLDOHPatient Care ProgramsHelp Desk Specialist Providetechnical assistance and customer service for the FloridaDepartment of Health Bureau of Communicable Diseases Patient CarePrograms

Complete Description

FLDOHCommunicable DiseasesPatient Care ProgramsHelp DeskSpecialist

Pay Rate $17.00

WORK ENVIRONMENT : Cubicles in a professional officeenvironment.

JOBDESCRIPTION :

Provide technical assistance andcustomer service for the Florida Department of Health Bureau ofCommunicable Diseases Patient Care Programs

6.1.1. Attend the webinar and trainingsessions archived and available for view in the Departmentsdatabase systems to learn how to fully access client level datainterpret prescription interpret insurance type HIV medical labsand eligibility status as directed by the Department within 30 daysfrom the Contractors staff person being placed at theDepartment.

6.1.2.Attend webinars and trainings for Patient Care eligibility AIDSDrug Assistance Program (ADAP) New Hire training HIV 101 HousingOpportunities for Persons With AIDS (HOPWA) FL Ryan White (RW)Portal CAREWare ADAP database system any internal insurance relatedtrainings and advanced Microsoft Office programs / software or otherprograms and software required to confirm and access client leveldata and complete eligibility assessments as directed by theDepartment.

Complete all required trainings and webinars with aminimum of a B average.

6.1.3. Acknowledge and complete Patient Careclient applications for enrollment / reenrollment within theDepartments Patient Care database systems within 24 hours ofreceipt as directed by the Department.

6.1.4. Respond to and complete requests fortechnical assistance general inquiries prescription issues from aDepartment CHD CBO the Departments Pharmacy Benefit Manager (PBM)Specialty Pharmacy and insurance issues from a Department CHD CBOor the Insurance Benefit Manager (IBM within 24 hours which arerecorded in an activity log database as a support ticket asdirected by the Department.

6.1.5. Update client records prescriptioninformation and insurance after reviewing data systems as directedby the Department daily in the Departments Patient Cares databasesystems.

6.1.6. Provideassistance and status updates to the Department CHDs staff CBOsstaff and clients or applicants via support ticket emails and / orphone calls received daily or when requested by theDepartment.

6.1.7.Document all actions pertaining to a client within the clientsprofile in the Departments Patient Cares database systems within 24hours of receiving help requests or documents from Department CHDstaff CBO staff a client or applicant to the program or as directedby the Department.

6.1.8. Review maintain and complete at aminimum of 95 percent accuracy of all Patient Care enrollmentapplication requests.

6.1.9. Monitor and maintain Patient Cares LeadAgencys budget summaries and budget narratives. Work closely withDepartments Data Integration Team to provide program approval forbudget amendments.

6.1.10. Review and respond to the DepartmentsZZZ email folder for the Patient Care Program within specified timeassigned by the Department.

6.1.11. Provide programmatic technicalassistance to Department CHDs CBOs and clients or applicants onPatient Cares database systems.

6.1.12. Assist in providing client datareports surveys projects or ad hoc reports as directed by theDepartment.

6.1.13.Abide by the Department policies and procedures including dresscode code of conduct courteous professionalismetc.

6.1.14. Report andable to work during regular business weekdays of Monday throughFriday between the hours of 8 : 00 am and 5 : 00 pm with one hour offfor lunch.

6.1.15.Understand that any requests for deviation of these service tasksdiscipline timesheets and progress reports are requested andconducted through the hiring vendor.

6.1.16. Attend two weekly internal PatientCare state office staff meetings a month or as directed by theDepartment.

6.1.17.Attend at a minimum one monthly ADAP state office staff meeting amonth or as directed by the Department.

6.1.18. Travel within the state of Florida toattend one or multiple day trainings or meetings as directed by theDepartment up to two times a year.

SKILLSNEEDED :

1. Excellent communicationskills orally and in writing : Ability to listen actively and conveyinformation clearly and effectively.

2. Problemsolving skills : Capability toanalyze situations and provide appropriate solutions to customerissues.

3. Empathy andpatience : Capacity to understand and relate to customer concernswhile maintaining a calm and patientdemeanor.

4. Timemanagement and organization : Skill to handle multiple tasksefficiently and prioritize effectively.

5. Product knowledge : Understanding of theDepartment of health services to provide accurate information toclients.

6.Adaptability : Ability to thrive in a fastpaced and changingenvironment while remaining flexible and open to new processes andprocedures.

7. Positiveattitude : Demonstrating a friendly helpful and professionaldemeanor in all interactions with customers.

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Ability to speak and understand English

Required

High School Diploma orEquivalent

Required

3 yrs customer service experience in aprofessional environment

Required

Years

2 yrs of clerical duties in data entry andtroubleshooting

Required

Years

Proficient in Microsoft OfficeSuite

Required

Years

Excellent communication skills orally and inwritiing

Required

Ability to listen actively and conveyinformation clearly and effectively

Required

Problem solving skillsanalyze situations and provide solutions

Required

Attend continuouseducational webinars and trainings

Required

Attention todetail

Required

Help desk experience

Highly desired

Questions

Description

Question 1

Your candidates Pay Ratefor this requisition must be $17.00 Vendor rate $22.10. Do youaccept this requirement

Question 2

Please list yourcandidates email address.

Question 3

Please list the city andstate where your candidate currently resides.

Question 4

How soon can your candidate start if selected for thisopportunity

Question5

Have you confirmed that your candidate isaware of AND can successfully complete the mandatory preemploymentscreening requirements detailed in the Compliance tab of thisVectorVMS requisition

Question 6

If applicable (safetysensitive positions) do you attest that your candidate has providedconsent to random drug testing pursuant to section 11.

3 of themaster contract

Question 7

Question 8

This is atemporary / contract opportunity. As the supplier / employer you arethe party providing any benefits including PTO or paid holidays.

Please confirm you have counseled the candidate to make them awareof the work arrangements and compensation.

Question 9

Does yourcandidate have any preplanned time off including doctorappointments within the 1st 90 days

Question 10

Does yourcandidate have experience providing technical assistance in a helpdesk environment

Question 11

Is your candidate awarethis is an onsite assignment needing excellent attendance andpromptness

Last updated : 2024-05-01