Customer Service Rep II

Texas Health & Human Services Commission•Austin, TX

9d•Hybrid

About The Position

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. 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

Must have experience working in a call center environment.
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 be able to work 8:00am to 5:00pm.
Applicants must disclose any potential conflicts of interest, including outside employment (moonlighting), volunteer activities, and family and business relationships.
Applicants must pass registry checks including Nurse Aide, Medication Aide and Employee Misconduct.
Your application must be complete and contain all the requested information. Job histories must demonstrate how you meet the initial selection criteria at a minimum.
Applicants must meet HHS telework standards and provide, at their own expense, high-speed internet access, and a dedicated workspace.
Applicants must be available for initial training in the office.

Nice To Haves

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. (40%)
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. (35%)
Researches information to resolve nurse aide problems/complaints as they relate to Nurse Aide Services. (25%)
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.