Help Desk Specialist

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 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. 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.

Job Type: Full-time

Pay: $17.35 - $20.90 per hour

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift

Ability to Relocate:

• Tallahassee, FL 32311: Relocate before starting work (Required)

Work Location: In person