Customer Service Rep II

Texas Health & Human Services Commission•Austin, TX

7d•Hybrid

About The Position

The Texas Health and Human Services Commission (HHSC) is hiring a Customer Service Representative II for the Nurse Aide Registry (NAR) unit within Licensing and Credentialing. The unit assists nurse aides with renewals, reciprocity, demographic updates, and general inquiries. This position reports to the NAR manager and performs complex customer service work, supporting external customers with questions about Nurse Aide Registry Services. The role reviews documents for eligibility and required information, enters data to update certification records, researches and validates or corrects records, and independently prepares statistical reports such as weekly and monthly program data. The position is based in Austin, Texas, and may be eligible for telework. Employees must work on-site three days per week and be available for initial office training. The position requires a regular schedule from 8:00 a.m. to 5:00 p.m., and travel may be required up to 5%.

Requirements

Experience working in a call center environment.
Knowledge of call center operations.
Knowledge of office practices and administrative procedures.
Ability to communicate effectively verbally and in writing.
Ability to use standard office equipment and software, including a laptop computer, and experience with data entry.
Ability to answer phones in a fast-paced call center environment.
Ability to use Microsoft Excel, Word, Outlook, and Teams.
Ability to explain policies and procedures and provide detailed instructions to others.
Must work from 8:00 a.m. to 5:00 p.m.
Must pass registry checks, including Nurse Aide, Medication Aide, and Employee Misconduct checks.
Applicants must meet HHS telework standards and provide, at their own expense, high-speed internet access and a dedicated workspace.

Nice To Haves

Experience handling high-volume telephone inquiries and/or data entry and administrative procedures.
High school diploma or GED equivalent.

Responsibilities

Respond to inquiries from nursing facility staff, nurse aides, and the public through the call center.
Communicate by telephone, email, fax, and regular correspondence to explain rules and procedures and exchange or verify information.
Enter Nurse Aide Registry forms into the database to update records and register nurse aides in Texas.
Prepare deficiency letters when applicants need to provide additional information or documentation.
Process form letters and documents for delivery to nurse aides, employers, and the public.
Research information to resolve problems and complaints related to Nurse Aide Services.
Review documents to ensure qualifications and requirements are met, and research, validate, or correct certification records.
Independently prepare statistical information reports, including weekly and monthly program data.
Attend work on a regular and predictable schedule and perform other duties as assigned.