Customer Service Assistant 2 - Hybrid (20098549) - State of Ohio : Job Details

About Us:

The Ohio Department of Health supports a hybrid teleworking model. This position may work a hybrid schedule at the discretion of the manager or supervisor, which will require occasional attendance in the office for training, meetings and other operational needs. Employees must reside within a reasonable distance to their assigned headquarters for compliance with workplace reporting requirements.

ODH is looking to hire a Customer Service Assistant 2 within The Bureau of Survey and Certification (BOSC). 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.

What You'll Do:

The Customer Service Assistant 2 (CSA2) responds to complaints/incidents received via the Ohio Department of Health (ODH) Complaint/Incident Hotline, web site, written correspondence &/or in person regarding unsatisfactory services rendered by health care providers & suppliers (e.g., resident abuse & neglect; misappropriation of funds; violation of rights). Will conduct interviews with complainants as needed to obtain information & seeks clarification regarding the nature of the complaint and will advise callers/complainants regarding the process for addressing complaints & facilitates resolution. Maintain all confidentiality requirements (e.g., HIPAA) in dealing with all complaint/incident information. The CSA2 will prepare (using a PC) a comprehensive written report of the allegations summarizing the complaint/incident) and utilize office equipment (e.g., computer e-mail, fax, copier, scanner) to distribute documentation of the complaint/incident as necessary as well as work with team members and other agencies as needed.

The CSA2 will respond to inquiries, requests for information (e.g., telephone and/or written inquires) and provide non-clinical assistance and information, using in-depth knowledge of applicable rules, policies and procedures, pertaining to the Bureau of Survey & Certification (BOSC) program requirements. In addition, the position will perform clerical support tasks for the Bureau of Survey & Certification. Answer program telephone lines, log & track telephone calls, opens, time stamps, logs in & sorts mail. Reviews, verifies & enters survey data into Aspen Central Office (ACO) (e.g., CMS application forms); if needed, contacts facility for corrected information (e.g., invalid email address, no address) or incomplete/incorrect forms (e.g., incorrect form calculations, numbers); creates and downloads surveys in ACO; abides by all confidentiality laws, regulations & requirements (e.g., HIPAA, ODH).

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

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

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

* Experience gathering and/or manipulating data to respond to requested information

* Experience using computer software (e.g., Word, Adobe, Excel) to enter/update and /or retrieve information, prepare correspondence and/or develop reports)

* Experience obtaining targeted information from federal and state computer data bases (e.g., ACO, ACTS, and CALS)

* Experience providing written and electronic communications (e.g., writing reports, messages and e-mail correspondence)

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

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

* Or equivalent of Minimum Qualifications for Employment noted above.

Job Skills: Customer Service

Technical Skills: Basic Documentation, Clerical & Data Entry, Communications

Professional Skills: Customer Focus, Attention to Detail, Problem Solving, Responsiveness