Customer Service Representative 1, 2 or 3

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

3d • Onsite

About The Position

Hall County Health Department is seeking a Customer Service Representative at its Gainesville, Georgia location. The position supports the Georgia Department of Public Health - District 2 mission of protecting lives and promoting healthy lifestyles. Depending on level, the representative works under direct, general, or broad supervision to communicate with the public and internal or external customers, provide information and services, and meet customer expectations. Higher-level representatives may resolve complicated customer-service issues and research policies, procedures, or laws; the third-level role also provides recommendations.

The role includes checking in patients for General Intake, CHC, TRV, and STD clinics; collecting current contact, insurance, identification, and other required information; monitoring the waiting area; directing clients to appropriate clinics; and assisting clients seeking services outside the health department with information. The representative also handles telephone communications, checks and returns voicemail, and interprets and translates health-care information for clients with limited English proficiency, conveying information about programs, guidelines, services, support systems, and problems with little or no deviation from verbatim.

Work hours are Monday, Wednesday, and Thursday 8 a.m.–5 p.m.; Tuesday 8 a.m.–7 p.m.; and Friday 8 a.m.–12 p.m. The position is located at Hall County Health Department, 1290 Athens Street, Gainesville, GA 30507. The selected candidate may be subject to pre-employment drug screening and a criminal background check, and may be required to assist with departmental emergency responsibilities.

Requirements

• Customer Service Representative 1: High school diploma or GED and one year of experience communicating information in a customer-service setting.
• Customer Service Representative 2: High school diploma or GED and two years of experience communicating information in a customer-service setting, or one year of experience at the Customer Service Representative 1 level or an equivalent position.
• Customer Service Representative 3: High school diploma or GED and three years of experience communicating information in a customer-service setting, or two years of experience at the Customer Service Representative 2 level.

Nice To Haves

• Ability to read cursive handwriting.
• Experience processing paperwork and fees for services.
• Experience working with Digital Health Department software.

Responsibilities

• Check in patients for General Intake, CHC, TRV, and STD clinics.
• Collect patients’ current addresses, phone numbers, insurance cards, identification, and other necessary documents.
• Monitor the patient waiting area.
• Direct clients to the appropriate health department clinics and provide information about services outside the department when needed.
• Receive, screen, and direct telephone communications.
• Check voicemail and return calls periodically throughout the day.
• Interpret and translate health-care information for clients with limited English proficiency, conveying information about programs, guidelines, services, support systems, and problems with little or no deviation from verbatim.
• Provide information and services to the general public and internal or external customers to meet customer expectations.
• At higher levels, resolve complicated customer-service issues and research governing policies, procedures, or laws to respond to clients or visitors.
• At level 3, provide information and recommendations targeted to meet customer expectations.

Benefits

• 13 paid holidays per year.
• Three weeks of annual leave per year.
• Three weeks of sick leave per year.
• Defined-benefit retirement plan.
• 401(k) plan with matching employer contribution.
• Flexible benefits options, including employee, spouse, and child life insurance, AD&D, dental, vision, legal, long-term care, short- and long-term disability, and specified-illness coverage.
• Medical and childcare spending accounts.
• Deferred compensation 457 plan.
• Wellness breaks of up to 30 minutes per workday.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED