SENIOR CLERK - 64006473

Requisition No: 884269 

Agency: Department of Health

Working Title: SENIOR CLERK - 64006473

Position Number: 64006473 

Salary:  $33,760 - $34,760 annually 

Posting Closing Date: 10/01/2026 

SENIOR CLERK

Open Competitive

Thank you for your interest in career opportunities with the Florida Department of Health in Polk County.  If you are looking to establish a successful career in Public Health, you have come to the right place.  Many of our innovative and successful health programs are recognized throughout Florida.  We hope you decide to join our team!  Applicants will be contacted directly if selected for an interview.

Your Specific Responsibilities:

The incumbent if part of a global public health organization and is expected to support the Florida Department of Health in Polk County in its mission to protect, promote, and improve the health of all people in Florida through integrated state, county and community efforts and its vision to be the Healthiest State in the Nation. Furthermore, the incumbent is expected to incorporate the agency values of Innovation, Collaboration, Accountability, Responsiveness and Excellence in all aspects of their work.  

This position is assigned to the Community Health Services Division and is responsible for scheduling appointments for Clinical services in all Polk County Health Centers under the supervision of the Operations & Mgmt. Consultant II- SES. This position is designated as a sensitive one and incumbent is required to maintain confidential information in accordance with Florida Department of Health & Florida Department of Health in Polk County Information and Security Policy, Protocols and Procedures. Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency.

The incumbent efficiently manages inbound calls for appointment scheduling and general inquiries, utilizing call center scheduling templates, reference guides and resources to ensure prompt, timely resolution.

The incumbent will work in a centralized call center setting and or a specific assigned clinic location, handling inbound calls for all clinical services throughout Polk County.  The incumbent works collaboratively with clerical and clinical support staff to ensure accurate appointment scheduling and to route calls to the appropriate extensions for medication refills, medical inquiries, and triage.

Call Management: Manage a high volume of inbound calls—ranging from 70 to over 200 daily—from current, past, and potential clients. The incumbent ensures all scheduling requests and inquiries are addressed promptly and accurately by utilizing call center scheduling templates, reference guides and resources.

Demographic Data Entry: Enter and update client data—including legal names, dates of birth, physical addresses, and primary contact number.  Ensuring to follow required search guidelines to avoid creating duplicate records. Will utilizes the mini registration process for all new clients.

Patient Scheduling: Schedule, cancel, reschedule, and confirm medical appointments utilizing specific clinic scheduling templates and the electronic health record system. Review HMS Notepad entry(s) during all active calls to ensure strict adherence to established scheduling guidelines and or client requirements.

Appointment Verification: Validate critical booking details with every caller by explicitly confirming the reason for the visit, the physical clinic location, and the precise date and time to eliminate scheduling conflicts and minimize no-shows.

Inquiry Resolution: Address patient questions regarding sliding fee scales, types of coverage plans accepted, medical service availability or forward callers to the designated extensions regarding office policies, billing balances, co-payments, medication refills or clinical care questions.

Data Verification: Verify collected information to ensure accurate patient demographic and scheduling details are accurate prior to ending all calls.

Information Security: Maintain strict confidentiality and adhere to all federal regulations, including HIPAA compliance.  Will maintain confidentiality of information in accordance with State and Federal statues, rules, regulations and Department of Health Information Security Policies, Protocol and Procedures.

Registration:

• Performs receptionist/clerical duties.
• Creating/Updating client’s electronic health records (EHR), ensuring required steps are followed to avoid creating a duplicate EHR.
• Registers/Check-In clients in the Health Management System (HMS), ensuring necessary fields are completed for data input.
• Using the approved Client Registration Form, enter accurate and updated data in HMS Demographic section,
• Enter insurance and financial information into HMS and other FDOH-Polk approved databases. 
• Verifies the required eligibilities i.e. financial, insurance, etc.  Obtain any authorizations in accordance with policy and procedures. 
• Scan collected client’s information in the HMS and other FDOH-Polk approved Electronic Records.
• Schedules and confirms appointments (telephonically), and reviews appointment logs, answers telephones, completes appointment/eligibility reminder calls in accordance with policy. 
• Ensure clients are checked in timely in accordance with the schedule and or arrival time in accordance with procedures.
• Complete the program specific Superbills for each client.
• Check-Out clients and schedule follow-up appointments in accordance with the scheduling templates and guidelines in HMS.
• Complete appointment or financial eligibility reminder calls, as required/requested.

Documents will be scanned daily using the correct naming convention, client identifier placed on documents and saved to the correct place (i.e. Attached or Clinical).  Scanned documents will be reviewed to ensure they are legible in the HMS system

Maintain proficiency with software applications/programs and other office equipment (i.e. Avaya CMS, HMS, Outlook, Various Financial/Insurance Eligibility Programs, TEAMS, etc.).  Complete timesheet using People First system. Input EARS data in accordance with guidelines. Complete all mandatory trainings as required.

Performs other related duties as required

Required Knowledge, Skills, and Abilities:

• Ability to manage time effectively
• Knowledgeable of customer service principles and practices
• Ability to manage difficult customer situations
• Ability to establish and maintain effective working relationship with staff, co-workers, supervisors and clients
• Ability to apply high level customer service to internal and external customers
• Ability to communicate verbally and in writing in a comprehensible, focused and appropriate manner with persons of various social and economic, educational and ethnic backgrounds.
• Ability to interpret and apply policies and procedures
• Ability to answer phones, use a headset.
• Ability to sit for a long period of time.
• Skilled with computers and keyboards
• Ability to enter data into database system

Qualifications:

Minimum - 

• Current Florida Driver License
• Proficiency in utilizing computer software applications 
• Proficient in customer service
• Experience in managing correspondence via typing, as well as utilizing faxes and telephones 

Other job-related requirements for this position:

Emergency Duty: Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency.  Emergency duty required of the incumbent includes working in special needs or Red Cross shelters, or performing other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.

Confidentiality: Incumbent may have access to records containing Social Security numbers in the performance of their job duties.

Florida Department of Health Mission, Vision, and Values:

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision:

To be the Healthiest State in the Nation.

Values:

I nnovation: We search for creative solutions and manage resources wisely.

C ollaboration: We use teamwork to achieve common goals & solve problems.

A ccountability: We perform with integrity & respect.

R esponsiveness: We achieve our mission by serving our customers & engaging our partners.

E xcellence: We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work:

Lakeland, FL

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• 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

(For more information, please click www.myfrs.com);

• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, including monthly costs, visit www.mybenefits.myflorida.com.

Please be advised:

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.  

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov 

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida.  Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement. 

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system.  E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.   

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.  

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. 

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. 

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act. 

Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women.  The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise.  Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country.    

If there are any problems applying online, please call People First Staffing Administration: (877) 562-7287.

Service Center hours are Monday through Friday, 8:00 a.m. to 6:00 p.m., ET. TTY users, call (866) 221-0268.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.