Customer Service Assistant 2 (PN 20014016 & PN 20014066)

State of Ohio • Columbus, OH

1d • Onsite

About The Position

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. 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.

Requirements

• 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.
• 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.

Nice To Haves

• 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)

Responsibilities

• 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.

Benefits

• 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 )

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree