RECORDS SPECIALIST

Records SpecialistThis is a Records Specialist position in the Call Center, assisting clients with appointment requests, gathering necessary information, and accurately scheduling appointments for Health Centers located throughout the County. Work is performed under the supervision of the Office Operations Manager 11 -SES. Multitasking is a frequent requirement of this position and the ability to change directive quickly; This is a bilingual position fluent in English/Spanish. Must pay attention to details. Respond 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 (CHO) Information and Security Policy, Protocols and Procedures. Confidential data sets: Social Security Data, and Clinical Information. Have access to Change Healthcare (Medicaid) to view patient information, Availity to verify patient's health insurance status, Health Management System (HMS) to view, update or release information. Process clients' appointment requests and schedules appointments for the Health Centers throughout the County. Interviews, schedules, rescheduling, cancel, confirm 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. Register clients by completing all necessary fields in HMS according to the Direct Client Services Manual according to guidelines. Responds to inquiries from the general public 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 EON and contact new Refugee patients to make appointments. 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. Performs other duties as assigned.Required Knowledge, Skills, and Abilities: Ability to manage time effectively establishes 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 people 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-paced environment under stressful conditions with the ability to adapt to constant change. Ability to stay calm and polite when dealing with upset customers. Fluent both verbally and in writing in Bilingual in English/Spanish.Preferred Qualifications: High School Diploma or GED Knowledge of customer service principles and practices Experience in Microsoft Office products (Word, Excel, PowerPoint, Teams)