Customer Service Supervisor (PN 20014064)
About The Position
Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish. The Bureau of Maternal, Child, and Family Health (BMCFH)/ Complex Medical Help (CMH) is organized to support families by improving birth outcomes and the health status of women, infants, children, and youth, including children and youth with complex health care needs. Using data and proven practice, the bureau’s programs support the delivery of direct services, linkages and referrals, population-based supports, program evaluation, education, monitoring and quality oversight, and policy and systems development. The Complex Medical Help (CMH) program is looking to fill the position of Customer Service Supervisor to provide leadership, oversight, and expertise for complex public inquiries and case processing.
Requirements
- 12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector.
- Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency.
- Or Equivalent of Minimum Class Qualifications for Employment noted above.
- Customer Service Technical Skills\: Public Relations, Compliance Enforcement, Investigation, Research
- Professional Skills: Analyzation, Collaboration, Confidentiality, Verbal Communication, Written Communication
Responsibilities
- Lead and support a team that handles complex medical and financial inquiries, ensuring families and providers receive accurate, timely information.
- Apply federal and state regulations to resolve challenges or escalated cases.
- Supervise daily operations by setting priorities, assigning work, and ensuring cases are completed accurately and on time.
- Train, coach and develop staff while fostering a collaborative, service focused work environment.
- Partner with internal teams and external organizations to coordinate case processing and improve service delivery.
- Improve policies, procedures and workflows to enhance efficiency, quality, and customer experience.
- Monitor performance metrics and prepare reports to support data-driven decisions.
- Provide guidance and technical support to staff, providers, and the public regarding program processes.
Benefits
- Medical Coverage
- Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
- Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
- Childbirth, Adoption, and Foster Care leave
- Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
- Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation )
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
