RECORDS SPECIALIST - 64003863

State-of-Florida; Town of Florida (NY); On-site; USD 35,000 - 43,000; Full time

Job summary

The State of Florida Department of Health seeks a Records Specialist to support the Call Center, processing appointment requests and ensuring accurate scheduling at Health Centers countywide.

Responsibilities include documenting demographics, handling multilingual communications, and maintaining confidentiality while using HMS and related systems. Strong customer service and detail orientation are essential.

Qualifications

• High school diploma or GED is required.
• Experience in health call centers is preferred.
• Ability to handle confidential information.
• Strong attention to detail and accuracy.
• Bilingual English/Creole or English/Spanish preferred.
• Proficient in Microsoft Office and HMS.

Responsibilities

• Process clients’ appointment requests and schedule appointments for Health Centers across the County.
• Interview, schedule, reschedule, cancel and confirm appointments; send medical records updates and referrals.
• Obtain demographic information from multicultural clients.
• Explain Health Center services and eligibility criteria to applicants.
• Register clients in HMS and respond to public inquiries.
• Manage a high volume of calls and reminders; run reports in EDN and contact new Refugee patients.
• Adhere to scheduling protocols and coordinate referrals with internal/external partners.
• Provide translation services and act as back-up to Operators.

Skills

Time management

Microsoft Office

Customer service

Office procedures

Health Management System

Bilingual EN/Creole

Bilingual EN/Spanish

Education

High School Diploma or GED

Tools

HMS

Availity

STARS

CAREWare

EDN

FMMIS

Job description

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The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Requisition No:883955

Agency: Department of Health

Working Title: RECORDS SPECIALIST - 64003863

Position Number:64003863

Salary: $39,385.84 (Includes CAD of $1,268.80)

This is a Records Specialist position in the Call Center, assisting clients with appointment requests, gathering necessary information, and accurately scheduling appointments for Health Centers located throughout the County. Work is performed under the supervision of the Office Operations Manager II -SES. Multitasking is a frequent requirement of this position and the ability to change directive quickly; This is a bilingual position fluent in English /Creole or English /Spanish. Must pay attention to details. Respond promptly to the needs of the customer and solicit feedback to improve service. This position requires independent judgment, initiative, applying general knowledge of business practices and skill in applying instructions to accomplish various job functions.

This position is designated as sensitive and required to maintain confidential information in accordance with the Florida Department of Health (FDOH) Palm Beach County Health Department (CHD) Information and Security Policy, Protocols and Procedures. Confidential data sets: Social Security Data, and Clinical Information. This position may view, update or release information. Have access to Change Healthcare (Medicaid), Availity, Surveillance Tools & Reporting System (STARS), CAREWare to verify eligibility, Internet In-Stock Inventory System (SIS), EDN for new Refugee client information, Health Management System (HMS); Utilizes Florida Medicaid Management Information System (FMMIS), Health Care District (HCD) and Availity to verify patient’s health insurance status.

Process clients’ appointment requests and schedules appointments for the Health Centers throughout the County. Interviews, schedules, rescheduling, cancel, confirm client’s appointments, send medical records updates and process referrals to internal or external entities/community partners as needed. Obtains accurate demographic information from multicultural clients. Responsible for explaining Health Center services and eligibility criteria throughout the County.

Register clients by completing all necessary fields in HMS according to the Direct Client Services Manual according to guidelines. Responsible to close the loop for those responding to PROTEXT messaging. Responds to general public inquiries regarding services provided.

Responsible for reviewing data for accuracy and completeness. Updates client insurance information in HMS with corresponding notepad entries. Responsible for managing a high volume of incoming calls and reminders for client’s appointment. Run report in the EDN and contact new Refugee patients to make appointments. Adhere to Health Access Call Center Scheduling and Customer Satisfaction Protocols. Contact HCD patients and schedule appointment for referrals according to guidelines. Obtain relevant information pertaining to customer feedback and bring it to supervisors’ attention.

Act as the back-up to all Operators. Create and modify Health Center Scheduling templates. Prints and distributes Referrals to staff, collects and update Medical Records or relevant parties. Provides translation services.

Performs other duties as assigned.

Knowledge, skills and abilities, including utilization of equipment, required for the position:

• Ability to manage time effectively establishes and maintain effective working relationships with staff, co-workers, supervisors and clients
• Proficient in the use of Microsoft Office & interpret and apply, policies and procedures
• Ability to apply high level customer service to internal and external customers & communicate in a comprehensible, focused & appropriate manner with people of various social, economic, educational and ethnic backgrounds.
• Knowledge of general office procedures and practices is necessary.
• Knowledge about clinic services and be proficient in using the Health Management System (HMS).
• Knowledge of customer service principles and practices
• Ability to manage difficult customer situations.
• Must be able to work in a multicultural fast-pace environment under stressful conditions with the ability to adapt to constant change.
• Ability to stay calm and polite when dealing with upset customers.
• Fluent both verbally and in writing in English/Creole or Bilingual in English/Spanish.

Qualifications:

Licensure/registration/certification requirements (If applicable, list the appropriate Florida Statute or federal regulation cite):

Preferred Qualification:

• High School Diploma or High School Equivalency Diploma (GED)

Other job-related requirements for this position:

• Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency. Emergency duty required of the incumbent includes working in special needs shelters, or performing other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.
• Valid Driver’s License.

Working hours :(A) Daily from 8:00AM to 5:00PM (B) Total hours in workweek 40 (C) Explain any variation in work (split shift, rotation, etc.) This is a full-time, in-office position.

Florida Department of Health Mission, Vision, and Values:

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision:

To be theHealthiestState in the Nation.

Values:

I nnovation: We search for creative solutions and manage resources wisely.

C ollaboration: We use teamwork to achieve common goals & solve problems.

A ccounterability: We perform with integrity & respect.

R esponsiveness: We achieve our mission by serving our customers & engaging our partners.

E xcellence: We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work:

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check. Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement.

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system. E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida