SENIOR CLERK - 64082585

State of Florida • Miami, FL

4d • Onsite

About The Position

This position is responsible for independently assessing the client appointment requirements and providing same to a multiethnic and multilingual community via central telephone system. This is a specialized position that provides general and specific information about Department of Health Miami-Dade County (DOH-MD) services and community programs to the public and makes referral as necessary. The incumbent performs a variety of clerical duties related to Centralized Appointment Center (CAC). Duties will vary and be assigned according to support service needs at any given time. Incumbent will follow HIPAA regulations set by DOH-MD to ensure confidentiality and privacy of the client health information. Incumbent will provide excellent customer service and establish good rapport with internal and external clients. Be flexible, approachable and accept change readily. Incumbent is expected to adhere to established Health Department Policies and procedures. Assignment of duty stations, hours workdays may vary based on agency/unit needs.

Requirements

• Knowledge of general office procedures and practices.
• Knowledge of correct grammar usage.
• Ability to prepare reports and correspondence.
• Ability to plan, organize and coordinate work activities.
• Ability to develop and implement office procedures.
• Ability to follow instructions.
• Ability to review data for accuracy and completeness.
• Ability to perform basic arithmetical calculations.
• Ability to establish and maintain effective working relationships with others.
• Ability to use a computer and basic word programs.
• Knowledge and skill in providing good customer service.
• Customer service experience, experience as a cashier.

Nice To Haves

• Incumbent in this position is preferred to be bilingual in English/Spanish or English/Creole.

Responsibilities

• Answers calls professionally by using departments opening and closing statements.
• Answers and processes all incoming calls to the Centralized Appointment Center (CAC) promptly and efficiently.
• Provides information to internal and external customers about DOH-MD programs and/or CAC related services as requested.
• Follows up on re-scheduled and cancelled appointments by telephone and/or by correspondence to assure client receives proper information.
• Maintains daily departmental call volume, quality, and productivity goals.
• Interacts appropriately and professionally with both internal and external customers.
• Independently interviews, assesses, screens customers, and completes client demographics.
• Schedules/Reschedules/Confirms/Cancels appointments as needed.
• Ensures appointments are scheduled correctly by date and time.
• Ensures clients receive appointment in accordance with program policy and procedure.
• Communicates issues regarding appointment availability to Central Appointment Center supervisor, management, or Executive Community Health Nursing Director as appropriate.
• Refers callers to health department services, or community agencies as appropriate.
• Protects the security of medical records/EHR to ensure that confidentiality is maintained.
• Ensures that the client's medical record/EHR is completed following policy and procedures including DOHP 50-24-19.
• Processes release of information request ensuring that valid authorization has been given by the client or the client's legal representative; releases information to persons and agencies according to policy and regulations, as needed.
• Accurately operates and navigates Health Management System and FL-Shots.
• Browses appropriate screens to ensure that duplicate electronic files are not created.
• Documents and reports any duplicates found as required.
• Accurately enters and updates client demographic information.
• Inputs appropriate comments pertaining to client’s health, concerns, and/or requests in the Client record.
• Participates in workgroups and attends meetings, conference calls and trainings as requested.
• Submits all timesheets (People First), Employees Activity Record System (EAR’s) and other DOH-MD paperwork by required deadlines and complies with program’s protocols for calling in sick, tardiness and/or leave request.
• Responds to FDOH emergency response alerts, etc., TRAIN and Continuity of Operations Plan (COOP) call down list, etc. Email communications must be maintained on a daily basis.
• Performs other related duties as required.

Benefits

• 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;

What This Job Offers

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