Customer Service Assistant 2 (PN20098549)

State of Ohio • Columbus, OH

3d • Onsite

About The Position

The Bureau of Survey and Certification (BOSC) is seeking a Customer Service Assistant 2. This role is responsible for conducting survey inspections to ensure health care providers and clinical laboratories are compliant with state and federal requirements. The mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. The agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.

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.
• 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 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

Responsibilities

• 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).
• 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.

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: Mid Level
• Education Level: Associate degree