Customer Service Assistant 2 (PN 20014016 & PN 20014066)

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 Maternal, Child, and Family Health (BMCFH) is organized to support families by improving birth outcomes and the health status of women, infants, children, and youth, including children and youth with complex health care needs. Using data and proven practice, the bureau’s programs support the delivery of direct services, linkages and referrals, population-based supports, program evaluation, education, monitoring and quality oversight, and policy and systems development.

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What You'll Do:

The Complex Medical Help (CMH) Program is seeking detail oriented and customer focused professionals to support the program by providing case support, responding to inquiries and ensuring accurate and timely processing of client information and services. Duties include:

• Serve as a point of contact for clients, providers, and the public by responding to phone and inquiry requests related to CMH program services, eligibility, and procedures.

• Provide clear and accurate information on program policies, coverage, and service processes to a variety of stakeholders including families, healthcare providers, and health departments. 

• Review and research case, service, and claim status to resolve inquiries and identify issues. 

• Maintain and update confidential client records in compliance with HIPAA and applicable state and federal regulations. 

• Coordinate with internal teams including medical, financial, and claims staff to expedite case processing and resolve service-related issues. 

• Document inquiries, track case activity, and maintain detailed records within system databases.

• Generate reports on inquiry trends, response times, and customer satisfaction to support program improvements. 

• Assist with research and program support activities, including surveys and case record reviews. 

• Support training efforts for new staff and assist with cross-training initiatives. 

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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.

Qualifications

Position Qualifications:

Must meet all of the 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 or business administration
• Experience with deescalating irate customer calls and/or handling difficult callers
• Experience using computer software (e.g., Word, Excel, Outlook, databases, *Case Management and Claims System)
• Experience in explaining rules, policies, procedures and processes to internal and external customers
• Experience in gathering and organizing information from health professionals, families and/or general public
• Experience in managing and safeguarding confidential data/information
• Experience communicating verbally with customers (e.g., asking questions, probing for information to clarify unclear problems, explaining technical solutions)

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

Job Skills:  Customer Service
Technical: Data Entry, Information Technology, Operational and Administrative Support
Professional: Attention to Detail, Confidentiality, Customer Focus, Verbal Communication

Educational Transcript Requirements: 
Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration. 

Please note that a transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree.

Supplemental Information:

ALL ANSWERS TO THE SUPPLEMENTAL QUESTIONS MUST BE SUPPORTED BY THE WORK EXPERIENCE/EDUCATION PROVIDED ON YOUR CIVIL SERVICE APPLICATION.

Unless required by legislation, the selected candidate will begin at Pay Grade 28, Step 1 of the OCSEA union Pay Range Schedule ($22.96 per hour), with an opportunity for pay increase after six months ($23.56) of satisfactory performance and then a yearly raise thereafter. 

APPLICATION PROCEDURES: 
All applicants must submit a completed Ohio Civil Service Application using the TALEO System. Paper applications will not be considered. Applicants must clearly indicate how they meet the minimum qualifications and/or position specific minimum qualifications. Applicants are also encouraged to document any experience, education and/or training related to the job duties above. An assessment of these criteria may be conducted to determine the applicants who are interviewed.

STATUS OF POSTED POSITION:
You can check the status of your application online by signing into your profile. Jobs you applied for will be listed. The application status is shown to the right of the position title and application submission details.

BACKGROUND CHECK NOTICE:
The final candidate selected for this position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.

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Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

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The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.