Customer Svc Rep 2

Georgia Department of Public Health•Hall County -Gainesville, GA

2d•Onsite

About The Position

The Customer Service Representative 2 works under general supervision at the Hall County Health Department in Gainesville, Georgia. The role serves the general public and internal and external customers by providing information and services aligned with customer needs. It may involve resolving complicated customer-service issues or researching policies, procedures, and laws to respond to clients and visitors. The position supports patient intake and clinic operations, including directing clients to appropriate services, handling calls and voicemail, entering information, and locating and filing personal health information. The role also provides verbatim interpretation and translation of health-care information for clients with limited English proficiency. The scheduled hours are Monday, Wednesday, and Thursday from 8 a.m. to 5 p.m.; Tuesday from 8 a.m. to 7 p.m.; and Friday from 8 a.m. to noon, with a 30-minute lunch break. Hours are subject to change. In an identified emergency, the employee may be required to assist with the department’s emergency responsibilities. The selected candidate may be subject to pre-employment drug screening and a fingerprint-based criminal records check.

Requirements

High school diploma or GED and completion of 90 quarter hours (60 semester hours) at an accredited college or university; OR one year of experience in a customer-service setting communicating information; OR one year of experience at the lower-level Customer Service Representative 1 (GST120) or an equivalent position.
Ability to communicate with the general public and internal and external customers to provide information and services.
The selected candidate may be subject to pre-employment drug screening and a fingerprint-based criminal records check.

Nice To Haves

Ability to speak, read, and write Spanish.
Experience working with Digital Health Department software.

Responsibilities

Greet clients and receive incoming telephone calls; assist with resolving client issues and direct calls and clients to appropriate staff or other agencies.
Enter data using VHN software, Microsoft Word, Excel, and Outlook.
Locate and file personal health information.
Perform initial patient check-in for General Intake, CHC, TRV, and STD clinics; obtain patients’ current address, phone number, insurance card, identification, and necessary documents.
Monitor the patient waiting area and direct clients to appropriate clinics within the health department.
Provide information to clients needing services outside the health department, as able.
Receive, screen, and direct telephone communications; check voicemail and return calls periodically throughout the day.
Interpret and translate health-care information for limited English-proficient clients, conveying information to clients or families about health-care programs, guidelines, services, support systems, and problems with little or no deviation from verbatim.
Resolve complicated customer-service issues and research governing policies, procedures, or laws as needed to respond to clients or visitors.
Perform other duties as assigned.