Customer Service Assistant 2; PN

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.

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

• 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.

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 professionally to the public, healthcare facilities and government officials via telephone and/or written inquiries
• Experience in managing and safeguarding confidential data/information

All eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record

Customer Service

Data Entry, Information Technology, Operational and Administrative Support

Attention to Detail, Confidentiality, Customer Focus, Verbal Communication

Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be…