RECORDS SPECIALIST - 64003863

State of Florida • West Palm Beach, FL

8d • Onsite

About The Position

The Records Specialist works in the Call Center, assisting clients with appointment requests and scheduling appointments at Health Centers throughout the County. The position requires frequent multitasking, adapting quickly to changing directives, attention to detail, independent judgment, and initiative. The specialist must be fluent in English and Spanish and provide responsive customer service.

This is a sensitive position involving confidential Social Security and clinical information. The incumbent uses Change Healthcare to view patient information, Availity to verify insurance status, and the Health Management System (HMS) to view, update, or release information. The role is performed under the supervision of the Office Operations Manager 11 -SES.

The position is full-time and in-office in Riviera Beach, Florida. The regular schedule is 8:00 a.m. to 5:00 p.m., totaling 40 hours per week. Emergency duties may require work before, during, or beyond normal work hours or days.

Requirements

• Fluency in spoken and written English and Spanish.
• Ability to manage time effectively and maintain effective working relationships with staff, co-workers, supervisors, and clients.
• Proficiency with Microsoft Office and ability to interpret and apply policies and procedures.
• Ability to provide high-level customer service and communicate clearly and appropriately with people from varied social, economic, educational, and ethnic backgrounds.
• Knowledge of general office procedures and practices.
• Knowledge of clinic services and proficiency using the Health Management System (HMS).
• Knowledge of customer service principles and practices.
• Ability to manage difficult customer situations and remain calm and polite with upset customers.
• Ability to work in a multicultural, fast-paced environment under stressful conditions and adapt to constant change.
• Valid driver’s license.
• Ability to work emergency duties before, during, or beyond normal work hours or days when required.

Nice To Haves

• High school diploma or GED.
• Experience with Microsoft Office products, including Word, Excel, PowerPoint, and Teams.
• Knowledge of customer service principles and practices.

Responsibilities

• Process clients’ appointment requests and schedule appointments at Health Centers throughout the County.
• Interview clients and schedule, reschedule, cancel, and confirm appointments.
• Send medical record updates and process referrals to internal or external entities and community partners as needed.
• Obtain accurate demographic information from multicultural clients.
• Explain Health Center services and eligibility criteria throughout the County.
• Register clients in HMS by completing required fields according to the Direct Client Services Manual and applicable guidelines.
• Respond to public inquiries about services provided.
• Review data for accuracy and completeness, and update client insurance information in HMS with corresponding notepad entries.
• Manage high volumes of incoming calls and appointment reminders.
• Run EON reports and contact new Refugee patients to make appointments.
• Follow Health Access Call Center Scheduling and Customer Satisfaction Protocols.
• Contact HCD patients and schedule referral appointments according to guidelines.
• Gather customer feedback and bring relevant information to supervisors’ attention.
• Act as backup to all Operators.
• Create and modify Health Center Scheduling templates.
• Print and distribute referrals to staff, and collect and update medical records or information for relevant parties.
• Provide translation services.
• Perform other duties as assigned.
• Perform emergency duties when required, which may include working in special needs shelters or responding to disasters or threats.

Benefits

• Annual and sick leave.
• Nine paid holidays and one personal holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and supplemental insurance.
• Retirement plan options, including employer contributions.
• Flexible Spending Accounts.
• Tuition waivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed