RECORDS SPECIALIST - 64002181

Requisition No: 842929

Agency: Department of Health

Working Title: RECORDS SPECIALIST - 64002181

Pay Plan: Career Service

Position Number: 64002181

Salary: $35,028. 76 (Includes CAD of $1,268. 80)

Posting Closing Date: 12/26/2024

Total Compensation Estimator ToolOpen Competitive Opportunity Specific Responsibilities:

This is a Records Specialist position at the Northeast Health Center responsible for processing incoming telephone calls to the center. This is a bilingual position fluent in English /Spanish or English/ Creole. Responsible for managing a high volume of incoming and outgoing telephone calls and deals directly with client by telephone. Work is performed under the supervision of the Operations & MGMT Consultant MGR - SES. This position must be able to work in a multi-cultural, fast-paced environment. Responds 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, confirms 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.

Registers 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 and reminder for client's appointment. Run report in the EDN and contact new Refugee patients to make appointment. Adhere to Health Access Call Center Scheduling and Customer Satisfaction Protocols. Contact HCD patients and scheduled 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.

Participates in scheduled inter-department meetings, staff meetings and clinic team Quality Assurance and / or other in-service training as assigned.

Performs other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Ability to manage time effectively establish 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 persons 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.
• Able to stay calm and polite when dealing with upset customers.
• Fluent both verbally and in writing in English /Spanish or English/ Creole.

• 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

• 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

• Flexible Spending Accounts;
• Tuition waivers;
• And more!