Customer Assistance Representative IV
About The Position
Maintaining a positive, empathetic, and professional attitude toward customers at all times, this position is responsible for providing assistance to customers seeking services and information at the county health department. This includes collecting all pertinent demographic and billing information from clients, answering phones, filing, appointment scheduling, data entry and responding to customer questions and needs. This position is the frontline to customer service and our clients. Is responsible for all client/patient registrations for the county health department. The position is also responsible for processing WIC benefits, answering telephones, working, and coordinating with other departments, entering BCD’s, accept payments, PAR entry. Other tasks include light typing assignments, scheduling appointments, providing general information to the public, filing, and maintaining client records, filing and preparation of program reports. This position will access the Oklahoma Health Care Authority Medicaid on the Web daily to look up Medicaid eligibility for patients or completing the online application for new coverage or to reinstate expired coverage for families or individuals. It may also include responsibility for supervising an assigned staff of Customer Assistant Representatives II and III in performing duties. Reviews and analyzes requests for information and clarification of laws, policies, and procedures; provides responses to inquiries concerning filing requirements, due dates, registration procedures and similar data; and conducts research of laws and rules as needed to respond to requests for information or assistance. Initiates and handles correspondence relating to a special field or program regarding agency or program rules, policies, procedures, or requirements. Performs a variety of sorting and filing tasks; answers the phone, takes messages, and disseminates information; opens, sorts, distributes, collects, and delivers mail; performs a number of tasks such as posting and recording data. Enters and retrieves information using personal computer or other data processing equipment and receives and reviews coded and uncoded source documents; proofs previously entered data and makes routine corrections. Examines, checks, and verifies reports and other documents for completeness, appropriateness, adequacy, and conformity to established requirements, and follows up on discrepancies. Assists customers in securing needed information and documents; conducts interviews to obtain information from clients; provides assistance to clients as required. Conducts inventories of publications, forms, supplies and other materials as needed; maintains records, files, reports, and other materials. Assists in training other staff. Assigns projects and responsibilities to staff. Supervises staff and activities involved in the performance of specialized or technical work, which involves the exercise of independent judgment; develops operational procedures and trains staff. Being present at the office is an essential function of the job. Other duties as assigned.
Requirements
- One year of experience in clerical office work plus four years of experience in customer service, processing tax returns, bookkeeping or closely related work; or as a customer service representative plus four years of experience in customer service, processing tax returns, bookkeeping or closely related work; or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience plus four years of experience in customer service, processing tax returns, bookkeeping or closely related work.
- Applicants must be willing and able to perform all job-related travel normally associated with this position and possess a valid driver’s license.
Nice To Haves
- Knowledge of state laws and rules concerning the business operations of the agency
- Knowledge of accounting principles and practices
- Knowledge of various types of business organizations
- Knowledge of office practices
- Knowledge of business arithmetic
- Knowledge of methods and techniques for conducting research
- Knowledge of training principles and techniques
- Knowledge of supervisory principles and practices
- Ability to read and interpret laws
- Ability to communicate effectively, both orally and in writing
- Ability to establish and maintain effective working relationships with others
- Ability to apply laws and rules to individual problems and situations
- Ability to organize and direct the work of others
- Ability to construct various types of reports
Responsibilities
- Collecting all pertinent demographic and billing information from clients
- Answering phones
- Filing
- Appointment scheduling
- Data entry
- Responding to customer questions and needs
- Client/patient registrations for the county health department
- Processing WIC benefits
- Working and coordinating with other departments
- Entering BCD’s
- Accept payments
- PAR entry
- Light typing assignments
- Providing general information to the public
- Maintaining client records
- Preparation of program reports
- Accessing the Oklahoma Health Care Authority Medicaid on the Web daily to look up Medicaid eligibility for patients or completing the online application for new coverage or to reinstate expired coverage for families or individuals
- Supervising an assigned staff of Customer Assistant Representatives II and III in performing duties
- Reviews and analyzes requests for information and clarification of laws, policies, and procedures
- Provides responses to inquiries concerning filing requirements, due dates, registration procedures and similar data
- Conducts research of laws and rules as needed to respond to requests for information or assistance
- Initiates and handles correspondence relating to a special field or program regarding agency or program rules, policies, procedures, or requirements
- Performs a variety of sorting and filing tasks
- Takes messages, and disseminates information
- Opens, sorts, distributes, collects, and delivers mail
- Posting and recording data
- Enters and retrieves information using personal computer or other data processing equipment
- Receives and reviews coded and uncoded source documents
- Proofs previously entered data and makes routine corrections
- Examines, checks, and verifies reports and other documents for completeness, appropriateness, adequacy, and conformity to established requirements, and follows up on discrepancies
- Assists customers in securing needed information and documents
- Conducts interviews to obtain information from clients
- Provides assistance to clients as required
- Conducts inventories of publications, forms, supplies and other materials as needed
- Maintains records, files, reports, and other materials
- Assists in training other staff
- Assigns projects and responsibilities to staff
- Supervises staff and activities involved in the performance of specialized or technical work, which involves the exercise of independent judgment
- Develops operational procedures and trains staff
- Being present at the office is an essential function of the job
- Other duties as assigned
- Demonstrates knowledge of and supports mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior
- Works effectively in team environment, participating and assisting their peers
Benefits
- Generous state paid benefit allowance to help cover insurance premiums
- A wide choice of insurance plans with no pre-existing condition exclusions or limitations
- Flexible spending accounts for health care expenses and/or dependent care
- Retirement Savings Plan with a generous match
- 15 days of vacation and 15 days of sick leave the first year for full time employees
- 11 paid holidays a year
- Student Loan repayment options & tuition reimbursement
- Employee discounts with a variety of companies and venders
- Longevity Bonus for years of service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
