Customer Service Representative

Virginia Information Technologies Agency

21h • Onsite

About The Position

The Virginia Department of Health Profession's (DHP) mission is to ensure safe and competent patient care by licensing health professionals, enforcing standards of practice, and providing information to health care practitioners and the public. The Customer Service Representative provides customer service support for the Board of Medicine's (BOM) Customer Service Unit, serving as a first line responder to the public, applicants, and licensees by providing support to the licensing division. Provides solutions to team members and technical expertise on all aspects of licensing/registration/certification for the 22 professions under the jurisdiction of the Board. Responsible for coordinating and monitoring the operations for the Board's main email box, call center, daily mail, efax, wall certificate, and license distribution to ensure efficiency and provides solutions to management for improvement. Updates the licensing database when processing name and address changes, processes out-of-country verifications, and ensures date of death notices are substantiated before they are processed according to Board procedures.

Requirements

• Knowledge of various office systems, including licensing data base systems.
• Working knowledge of licensing principles and practices within a regulatory office environment.
• General working knowledge of state laws, regulations and policies pertaining to medical and allied licensing.
• Ability to apply this information in response to customer contacts, via phone or written correspondence.
• Strong problem resolution skills and ability to research relevant documentation to ensure quality service.
• Strong ability to effectively and tactfully communicate orally and in writing.
• Demonstrated interpersonal skills and ability to work cooperatively with others in a team environment.
• Demonstrated ability to develop and document standard operating policies and procedures and make valid recommendations for changes.
• Demonstrated ability to apply statues, regulations, policies and procedures.
• Demonstrated ability to prioritize work of others, organize information, work independently and handle multiple projects/responsibilities in a fast-paced environment.
• Demonstrated ability to provide timely and accurate information to the public and others.
• Demonstrated ability to effectively work well with agency management, employees and others.
• Strong data entry skills and use of automated licensing information systems.
• Skill in using Microsoft Office Suite.

Nice To Haves

• Experience in a regulatory environment.
• Considerable experience working within a fast-paced office environment.
• Experience handling confidential information.

Responsibilities

• Provides customer service support for the Board of Medicine's (BOM) Customer Service Unit, serving as a first line responder to the public, applicants, and licensees by providing support to the licensing division.
• Provides solutions to team members and technical expertise on all aspects of licensing/registration/certification for the 22 professions under the jurisdiction of the Board.
• Responsible for coordinating and monitoring the operations for the Board's main email box, call center, daily mail, efax, wall certificate, and license distribution to ensure efficiency and provides solutions to management for improvement.
• Updates the licensing database when processing name and address changes, processes out-of-country verifications, and ensures date of death notices are substantiated before they are processed according to Board procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed