SENIOR CLERK

Senior Clerk - 64051651

This is a Career Service Senior Clerk position working in the Florida Department of Health in Lee County. The Senior Clerk position works in the Community Health Call Center and reports to the Office Operations Manager II SES. This position handles protected health information on a need-to-know basis following Department of Health Information Security and Privacy Policy procedures, and State/Federal laws. Participate in clinic events that may require clerical personnel on evenings, weekends, and during regular business hours. This position serves a large population of Spanish speaking clients, and the employee may be required to perform interpreter duties if bilingual.

Call Center Functions

• Answer calls professionally by using department opening and closing statement.
• Answer and process all incoming calls.
• Routes calls to the proper department.
• Schedules appointments as instructed on appointment clerical criteria document.
• Returns calls to clients, when appropriate, to verify appointments or to deliver other information related to their pending visit to the health department.
• Provides information to callers.
• Informs clients which documents to bring to appointments such as immunization records, income documentation, photo ID, etc.
• Conducts appointment call reminders for Family Planning clinics and/or other clinics as needed.

Registration

• Performs registration functions in accordance with HMS Client Registration User Guide.
• Verifies patient identity confirming date of birth and/or name in the computer system.
• Creates a new account and updates established accounts.

Job Enrichment

• Attends required meetings and training and remains current of all policies and protocol.
• Participates with special projects as the need arises, performs miscellaneous related work as required.
• Staff will be cross trained to cover the Front Desk as needed.
• Performs other duties as assigned.
• Completes weekly leave/attendance records and daily employee activity records (EARs) within required time frame.

Knowledge, Skills and Abilities

• Knowledge of general office procedures and practices
• Knowledge of principles, practices & procedures
• Knowledge of correct spelling, punctuation & grammar usage
• Knowledge of standard business formats & styles for letters & business forms
• Skill in operating a personal computer
• Ability to provide excellent customer service
• Ability to communicate with patients, internal as well as external customers, in a courteous, professional, cooperative & mature manner.
• Ability to adapt daily to numerous changes in scheduling procedures.
• Ability to prepare reports and correspondence
• Ability to operate general office equipment
• Ability to follow office procedures & practices
• Ability to organize & maintain filing systems
• Ability to handle telephone calls in a courteous & effective manner
• Ability to plan, organize & coordinate work assignments & communicate effectively verbally & in writing
• Ability to establish & maintain effective working relationships with others
• Ability to understand, interpret & apply applicable rules, regulations, policies & procedures
• Ability to prioritize individual workload
• Ability to frequently bend, kneel, reach, and sit or stand for long periods of time
• Ability to lift and carry up to 50 pounds as needed
• Ability to frequently use telephone, computer, copier and small hand tools, i.e.; stapler, scissors, etc.
• Ability to locate information that is listed alphabetically & numerically
• Ability to follow instructions
• Ability to review data for accuracy & completeness
• Ability to work independently

Minimum Qualifications Required: Clerical or administrative experience. Experience using computers for data entry, email, and office software. Customer service experience in a public-facing role.

Where You Will Work: Fort Myers

The Benefits of Working for the State of Florida

• 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.
• And more!

For a more complete list of benefits, including monthly costs, visit