Patient Support

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.


6.1.10. Review and respond to the Department’s ZZZ
email folder for the Patient Care Program within specified time assigned by the
Department.


6.1.11. Provide programmatic technical
assistance to Department CHDs, CBOs, and clients or applicants on Patient
Care’s database systems.


6.1.12. Assist in providing client data
reports, surveys, projects, or ad hoc reports as directed by the Department.


6.1.13. Abide by the Department policies and
procedures, including dress code, code of conduct, courteous professionalism,
etc.


6.1.14. 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.


6.1.15. Understand that any requests for
deviation of these service tasks, discipline, timesheets, and progress reports
are requested and conducted through the hiring vendor.


6.1.16. Attend two weekly internal Patient Care
state office staff meetings a month or as directed by the Department.


6.1.17. Attend at a minimum one monthly ADAP
state office staff meeting a month or as directed by the Department.


6.1.18. 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:
1. Excellent communication skills orally and in writing: Ability
to listen actively and convey information clearly and effectively.


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


3. Empathy and patience: Capacity to understand and relate to
customer concerns while maintaining a calm and patient demeanor.


4. Time management and organization: Skill to handle multiple
tasks efficiently and prioritize effectively.


5. Product knowledge: Understanding of the Department of health
services to provide accurate information to clients.


6. Adaptability: Ability to thrive in a fast-paced and changing
environment, while remaining flexible and open to new processes and procedures.


7. Positive attitude: Demonstrating a friendly, helpful, and
professional demeanor in all interactions with customers.