OPS ADMINISTRATIVE ASSISTANT I - 64941462

 Pay Plan: [[custSubGroup]]

Total Compensation Estimator Tool

OPS ADMINISTRATIVE ASSISTANT I 

Open Competitive

The incumbent supports the Florida Department of Health in Manatee County (DOH‑Manatee) in its mission to protect, promote, and improve the health of all Floridians through integrated state, county, and community efforts. The incumbent is expected to demonstrate the agency values of Innovation, Collaboration, Accountability, Responsiveness, and Excellence in all work duties. This position is cross‑trained to provide support across multiple DOH‑Manatee divisions.

Your Specific Responsibilities:

Call Center Responsibilities:

• Receive, screen, and route incoming telephone calls to appropriate staff, offices, or external agencies.
• Support with scheduling appointments as needed
• Provide accurate information regarding available services and follow established communication scripts when applicable.
• Identify client needs, clarify questions, research issues, and offer appropriate solutions or alternatives.
• Contact clients to provide appointment reminders and follow-up as needed
•  Document client interactions and actions taken in HMS, when applicable.
• Escalate complex or urgent issues to supervisors in a timely manner.
• Manage and forward customer complaints to the appropriate unit for resolution.
• Provide general service and program information to callers.
• Complete required EARs/DARs, timesheets, and annual trainings within established timeframes.

Clinic Services Administrative Support

• Greet and assist clients and visitors at Window A, ensuring a professional, welcoming, and efficient experience.
• Schedule and confirm appointments for clinic services; conduct reminder calls as needed.
• Provide information to clients, visitors, and the public about available clinic and agency services.
• Ensure all clients are properly registered in HMS and Florida SHOTS prior to receiving services.
• Retrieve immunization records from Florida SHOTS and enter data accurately.
• Follow paperless data-entry procedures and maintain accurate client demographic information in HMS and Florida SHOTS.
• Order, maintain, and track clinic forms and office supplies to support clinic operations.
• Utilize the Lobby Management System (LMS) according to established protocols.
• Provide clerical support for Clinic Services and the Fiscal Division for routine tasks and special projects.
• Serve as a floater interpreter for clinic operations as requested.
• Assist with Quality Assurance reviews to support compliance and continuous improvement.
• Participate in team meetings, general staff meetings, individual conferences, and professional development trainings.
• Deliver high-quality customer service, including de-escalation, issue resolution, and administration of client satisfaction surveys with consistent high offer rates.
• Provide support for eligibility and intake functions, including insurance verification, call center coverage, and cashier assistance.

Other Duties

• Perform additional related duties as assigned to support program and agency needs.
• Fulfill emergency duty assignments. The incumbent may be required to work beyond normal hours or days during public health emergencies at the special needs shelter.

Required Knowledge, Skills, and Abilities:

• Knowledge of administrative tasks
• Knowledge of basic medical terminology.
• Knowledge of correct grammar usage and spelling.
• Knowledge of basic arithmetic.
• Knowledge of clerical procedures and general office practices.
• Skill with accurate data entry.
• Skill in applying instructions to accomplish different job functions or in operating machines for a variety of different purposes.
• Skill with client relations, particularly with proper telephone etiquette.
• Ability to speak multiple languages (i.e. Haitian Creole, Spanish etc.)
• Ability to use logic and analysis to identify the strengths and weaknesses of different approaches
• Ability to efficiently and effectively plan, prioritize and organize work activities.
• Ability to review data for accuracy and completeness.
• Ability to exercise good judgment in determining when to notify supervisor or team leader of an atypical situation. 
• Ability to work respectfully and in a culturally sensitive manner with clients, co-workers and the public.
• Ability to follow instructions.
• Ability to communicate clearly and effectively.
• Ability to establish and maintain effective work relationships with others.
• Must be computer literate.
• Able to creatively solve problems.
• Ability to use judgment and decision making
• Ability to communicate effectively with others in writing as indicated by the needs of the audience

Qualifications:

Minimum - 

Customer service skills

Proficient in utilizing computer technology.

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:

Manatee County

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. As an OPS employee, the benefits below are available:

• State of Florida 401(a) FICA Alternative Plan (mandatory)
• Participation in state group insurance (upon meeting eligibility requirements.  Consult with People First and/or the serving HR office)
• Workers’ Compensation (mandatory, if needed)
• Reemployment Assistance (Unemployment Compensation) (mandatory, if needed)
• Deferred Compensation (voluntary)
• Employee Assistance Program (voluntary)
• 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.    

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.