Customer Service Assistant 2 (PN20098549)

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 Survey and Certification (BOSC) is responsible for conducting survey inspections to ensure health care providers and clinical laboratories are compliant with state and federal requirements. For more information about The Bureau of Survey and Certification, please CLICK HERE.

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What You'll Do:

BOSC is seeking a Customer Service Assistant 2 who will respond to complaints/incidents received via the ODH Complaint/Incident Hotline, website, electronic mail, written correspondence, and/or in person regarding unsatisfactory services rendered by health care providers and suppliers (e.g., resident abuse and neglect, misappropriation of funds, violation of rights). This position entails the following: 

• Conduct interviews with complainants as needed to obtain information and seek clarification regarding the nature of the complaint.
• Advise callers/complainants regarding the process for addressing complaints and facilitate resolution. 
• Maintain all confidentiality requirements (e.g., HIPAA) in dealing with complaint/incident information. 
• Operate a personal computer (PC) to retrieve and enter information into federal and state complaint/incident tracking systems.
• Prepare a comprehensive written report of the allegations summarizing the complaint/incident.
• Utilize office equipment (e.g., computer e-mail, fax, copier, scanner) to distribute documentation of the complaint/incident. 
• Respond to requests for information and provide non-clinical assistance using in-depth knowledge of applicable rules, policies, and procedures pertaining to BOSC program requirements. 
• Perform clerical support tasks for the complaint unit (e.g., log and track telephone calls, open, time stamp, log in and sort mail).
• Photocopy, collect, and distribute written materials.
• Retrieve information in response to inquiries from the public, complainant and/or facility representative as to the status of complaints/incidents in progress or forwards such contacts to the appropriate investigating office.
• Attend in-service training and training programs to stay proficient in job duties and other duties as assigned.

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

• Associates or advanced degree in communications, public relations, social sciences, or business

• Experience communicating verbally with customers (e.g., asking questions, probing for  information to clarify unclear problems, explaining technical solutions)

• Experience working in a call center or handling a high volume of incoming calls and/or customer requests

• Experience producing reports and other correspondence (e.g., e-mails, letters)

• Experience using computer software (e.g., Word, Adobe, Excel) to produce documents, track data, create presentations, and communicate with others

• Experience obtaining and analyzing information from databases

• Experience working with healthcare complaints

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

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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

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

-Or equivalent of Minimum Qualifications for Employment noted above.

Primary Job Skill: Customer Service

Technical Skills: Administrative Support/Services, Basic Documentation, Clerical & Data Entry, Customer Service, Data Entry, Public Relations

Professional Skills: Confidentiality, Listening, Verbal Communication, Written 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.

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 union (OCSEA) Pay Range Schedule ($23.65 per hour), with an opportunity for pay increase after six months ($24.27) of satisfactory performance and then a yearly raise thereafter.

APPLICATION PROCEDURES: All applicants must submit a completed Ohio Civil Service Application using the online 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.