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Tallahassee

    patient support - Tallahassee, FL , USA, United States - Integrated Resources, Inc

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    Description

    JOB DESCRIPTION:
    Provide technical assistance and customer service for the Client department

    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.

    Review and respond to the Department s ZZZ

    email folder for the Patient Care Program within specified time assigned by the

    Department.

    Provide programmatic technical

    assistance to Department CHDs, CBOs, and clients or applicants on Patient

    Care s database systems.

    Assist in providing client data

    reports, surveys, projects, or ad hoc reports as directed by the Department.

    Abide by the Department policies and

    procedures, including dress code, code of conduct, courteous professionalism,

    etc.

    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.

    Understand that any requests for

    deviation of these service tasks, discipline, timesheets, and progress reports

    are requested and conducted through the hiring vendor.

    Attend two weekly internal Patient Care

    state office staff meetings a month or as directed by the Department.

    Attend at a minimum one monthly ADAP

    state office staff meeting a month or as directed by the Department.

    Travel within the *** to attend

    one or multiple day trainings or meetings as directed by the Department up to

    two times a year.


    SKILLS NEEDED:

    • Excellent communication skills orally and in writing: Ability
    to listen actively and convey information clearly and effectively.


    • Problem-solving skills: Capability to analyze situations and
    provide appropriate solutions to customer issues.

    Empathy and patience:
    Capacity to understand and relate to

    customer concerns while maintaining a calm and patient demeanor.

    Time management and organization:
    Skill to handle multiple

    tasks efficiently and prioritize effectively.

    Product knowledge:
    Understanding of the Department of health

    services to provide accurate information to clients.

    Adaptability:
    Ability to thrive in a fast-paced and changing

    environment, while remaining flexible and open to new processes and procedures.

    Positive attitude:
    Demonstrating a friendly, helpful, and

    professional demeanor in all interactions with customers.

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