Customer Service Rep II

TX-HHSC-DSHS-DFPS • Austin, TX

1d • Hybrid

About The Position

Customer Service Rep II – Starting Market Rate Salary $43,060.80
The Texas Health and Human Services Commission (HHSC) Licensing and Credentialing department seeks a highly qualified candidate to fill the position of Customer Service Representative II in the Nurse Aide Registry (NAR) unit. The Nurse Aide Registry unit provides assistance and support to nurse aides with renewals, reciprocity, demographic updates and general inquiries.
This position reports to the manager of the NAR and performs complex customer service work and administrative duties. Work involves providing external customer service support, receiving, and responding to various public inquires for information related to Nurse Aide Registry Services. Reviews documents to ensure qualifications/requirements are met and completes data entry to update certification records. Researches and validates or corrects certification records to ensure accuracy. Responsible for gathering information and independently preparing varied statistical information reports, such as weekly and monthly program data.

Requirements

• Knowledge of call center operations.
• Knowledge of office practices and administrative procedures.
• Skill in communicating effectively both verbally and in writing.
• Skill in the use of standard office equipment and software to include proficiency with a laptop computer and experience with data entry.
• Skill in answering phones in a fast-paced call center environment.
• Skill in using software programs including Microsoft Excel, Word, Outlook, and Teams.
• Ability to explain policies and procedures and provide detailed instructions to others.
• Must have experience working in a call center environment.
• Applicants must pass registry checks including Nurse Aide, Medication Aide and Employee Misconduct.
• Applicants must meet HHS telework standards and provide, at their own expense, high-speed internet access, and a dedicated workspace.
• On-site work is required 3 days a week in Austin, TX.
• Applicants must be available for initial training in the office.

Nice To Haves

• Bilingual in both English and Spanish preferred.
• Experience in handling high volume telephone inquiries and/or data entry and administrative procedures preferred.
• High School diploma or GED equivalent is preferred.
• Experience and education may be substituted for one another on a year-for-year basis.

Responsibilities

• Responds to inquiries via call center from nursing facility staff, nurse aides and the general public. Communicates by telephone, e-mail, fax or regular correspondence to explain rules/procedures and to exchange or verify information in response to numerous inquiries.
• Date stamps, sorts, tracks and distributes unit mail/faxes. Also scans incoming documents to program e-mail boxes. Manages program e-mail inbox in accordance with program policy, rules and regulations. Maintains storage of records and prepares records/documents for destruction and/or archiving process.
• Enters nurse aide registry forms into the database to update data files and for the purpose of registering nurse aides in State of Texas. Prepares deficiency letters for applicants who must provide additional information/documentation in order to qualify for update to the system. Processes form letters/documents for delivery to nurse aides, employers and the general public.
• Researches information to resolve nurse aide problems/complaints as they relate to Nurse Aide Services.
• Performs administrative support work for assigned area and assists with production reporting. Creates and maintains related activity logs, files and reports on services.
• Schedule and coordinate staff and other meetings take meeting notes and contribute/collaborate on meeting presentations.
• Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Benefits

• Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees