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Florida Department Of Children Essay

391 Words2 Pages

Florida Department of Children and Families (DCF) is a state agency, regulated and funded by the State of Florida and federal government, that is designed to help low-income Floridians with health insurance (Medicaid), food stamps, cash assistance, child protection investigation, refugee assistance, and so forth. For the Medicaid program, there are many types of Medicaid: MAR-adult, MMC/MMI/MN-child/infant, MMP-pregnant women, MOY-teen Medicaid, MSC-disable, and more. The Florida Medicaid plans include MediPass, health maintenance organizations (HMOs), and provider service networks (PSNs). The Agency’s mission is to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and …show more content…

As a matter of fact, many of our customers tend to complain about the inconvenience they encounter while being served. Thus, we are going to discuss four main components of customer service inconvenience. First, Customers have often complained that they have to wait for up to 2 hours on the phone when calling the Department of Children and Families about their case status or inquiry, concerns, and other Medicaid-related issues. And sometimes, the call is dropped or hung up on purpose by the DCF employees. Second, for those who need to talk to a case manager, case worker, or clerical staff (about their case status, authentication purpose, Medicaid-card issues, interviews, and other issues) have to wait in line at the Access Service Center for about an hour to be called or served. Third, when the Agency’s website is down or slow due to technical glitch or regular maintenance, customers usually get frustrated or snapped at us, as DCF employees. Last, some care providers or third-party bill collectors often face the issue with Medicaid bill tracking, drug prescriptions, Medicaid full coverage, and medically needy cost-sharing, simply because the system makes an error or fails to provide to accurate

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