Customer Service Assistant 2; PN

Job Description
- Customer Service Assistant 2 (PN ) (260006I4)

Health

Health Department Building 246 North High Street 1st Floor Columbus 43215

United States of America-OHIO-Franklin County-Columbus

Compensation : $23.65

Full-time

Work Hours :
Monday
- Friday; 8am - 5pm

Union : OCSEA

Customer Service

Technical Skills :
Data Entry, Information Technology, Operational and Administrative Support

Professional Skills :
Attention to Detail, Customer Focus, Verbal Communication, Confidentiality

Customer Service Assistant 2

About Us:

Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.

The Bureau of Regulatory Operations (BRO) is responsible for licensing, certification, and enforcement for health care facilities, services, and programs.

What You'll Do:

The Bureau of Regulatory Operations (BRO) manages the Nurse Aide Registry (NAR) for the state of Ohio and is currently seeking a Customer Service Assistant to provide information and communicate procedures. This job entails the following tasks:

• Provides assistance and information in response to telephone, and/or written (i.e., hard copy & electronic) inquiries from nurse aide consumers, business community, government officials, general public, long term care facilities, public and private agencies pertaining to the NAR.
• Corresponds with NARs in other states to obtain information regarding reciprocity and grants or denies certification reciprocity.
• Responds by phone to inquiries of abuse and neglect findings and communicates procedures for training/testing for nurse aides.
• Forwards requested material to nurse aides, long-term care facilities, law enforcement, surveyors/investigators and federal contractors about compliance with nurse aide rules.
• Opens, stamps, logs in and sorts mail for NAR/ prepares certified mailings.
• Maintains electronic files and retrieves information.
• Develops and maintains office procedures (e.g., development of new and revised forms and procedures to coordinate daily workflow).
• Imports successful nurse aide candidates to registry.
• Updates the National Practitioner Database with the names of individuals who have adverse finding results of abuse, neglect, exploitation and misappropriation of a resident’s property.
• Verify and/or give out information or give status of licenses.
• Prepares and/or maintains reports concerning work processed/calls handled.
• Copies, collects and distributes written materials.
• Updates information contained in state and federal systems (i.e., Certification and Licensure System (CALS), WISE, Automated Survey Process Environment (ASPEN), Internet Quality Improvement & Evaluation System (iQIES)).
• Answers BRO phone lines, mail & scanning documents for other program areas.

UNUSUAL

WORKING CONDITIONS:

May be confined to desk answering telephone for 6.5 – 7 hours per day.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

* Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Position

Qualifications:

Minimum Qualifications (Must meet all bulleted criteria):

• 9 mos. trg. or 9 mos. exp. in office practices & procedures
• 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people
• 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry or word processing
• 9 mos. trg. or 9 mos. exp. in operation of personal computer.

OR Equivalent of Minimum Qualifications for Employment noted above.

Applications of those who meet the minimum qualifications will be further evaluated against the following criteria:

• Associates or advanced degree in public relations
• Experience working in high-volume call center environment deescalating irate calls
• Experience with equipment operations (e.g., scanning/faxing and/or multi line phone system)
• Experience using computer software (e.g., Word, Excel, Outlook, databases)
• Experience in tracking calls, logging information and preparing reports
• Experience in responding…