DSHS DDA Customer Service Specialist 2

State of Washington•Spokane County – Spokane, WA

1d•Onsite

About The Position

As a member of the Customer Service Team, this position provides senior customer service support to the four offices located in Region 1 North. The official workstation is in the Spokane DDA Office, however as directed, this position will assist in covering four offices in Region 1 North. Responsible to ensure the office is opened Monday through Friday at 8:00am and closed at 5:00pm each day. This position will report directly to the Office Manager in Spokane DDA office. Incumbent works independently to assist clients, internal and external customers in identifying agency processes and procedures, resolving complex complaints, inquiries and customer service problems from clients, employees, community partners, general public, State and Federal Agencies.

Requirements

Ability to effectively communicate with management, peers, clients, and the public as required to carry out the assigned duties of the position
Ability to resolve customer service related complaints
Ability to advise clients and the general public of proper procedures to access agency services
Ability to assist clients in completing required forms
Must be proficient at using the computer and Microsoft Office applications
Ability to safeguard sensitive and confidential information and documents, maintain confidentiality regarding client information
Ability to work collaboratively in a multi-disciplinary team setting
Ability to demonstrate sensitivity to cultural diversity
Ability to identify issues of a serious or sensitive nature that need to be reported to supervisor chain of command
Ability to be flexible, adapt to change and respect differences in opinion and values
Ability to multi-task in a fast paced environment, handle multiple urgent issues at the same time.
Prioritize as needed, and keep key agency personnel notified as to client issues, environment issues, and personnel issues
Ability to receive instructions, assimilate the information and act according to those instructions
Willingness to support and have some interaction with people with intellectual disabilities
High school diploma or equivalent; AND Two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems ; OR One year of experience as a Customer Service Specialist 1; OR Equivalent education/experience.

Responsibilities

Resolve client complaints, inquiries, and customer service issues
Interpret agency-related laws, policies and procedures and advise on proper procedures to access agency services
Provide the day-to-day function of reception
Carry out a variety of complex projects and assignments including establishing and revising electronic or manual record keeping systems (including data base files)
Draft correspondence and compile reports
Provide technical assistance and support to Case Resource Managers (CRMs in creating assessment packets, appointment letters, and compiling, recording and mailing 60 day packets.
Act as a liaison between potential clients and agency assisting with applying for agency services, advising those seeking services of proper procedures involved in applying for agency services.
Ensure client files transferred in and out of the region are processed properly and positive working relationships are maintained with other regions.
Greet visitors to the office and refer to appropriate, staff, meeting room or office.
Coordinate building and office meeting room space, maintain calendars and post for the region.
Guide potential clients or individuals seeking services of proper procedures involved in applying for agency services.
Respond to voice mail and email messages as soon as possible as per established policy.
Collaborate with program staff to implement problem resolutions and communicate results to the client/customer.
Make referrals to appropriate agencies, services or department.
Ensure positive working relationships are maintained with other regions, agencies and organizations.
Maintain confidentiality of restricted information.
Comply with HIPPA policies.
Use digital and manual record and data management systems e.g. CARE, TRACKS, Barcode Client registry, ADSA SharePoint Site, Outlook and other data management systems to enter, compile, look-up, track and/or report information, etc.
Review computer generated reports for accuracy and completeness.
Calculate data from information provided and prepare summaries, organizational charts, workflow charts and graphs, etc.
Compare data from various sources to identify trends, differences, similarities, etc.
Provide intake and eligibility packets.
Enter and process birth – 3 eligibility applications
Answers multiple phone lines system, directing callers to appropriate staff in courteous and professional manner.
Provide the public, clients, providers and customers with explanation on forms, pamphlets and other materials.
Provide oversight and back-up for incoming/outgoing/internal/external mail deliveries and fax processing.
File documents in case files, purge, retrieve, and request files as directed.
Archive office files in accordance with retention schedule policy.
Provide oversight and backup for filing client records.
Locating, purging, transferring and archiving client and contract files to include Public Disclosure, legal hold, and “Never Destroy” files.
Yearly review and clean-up of NPS files.
Represent the DDA and participate in community and agency meetings as required, demonstrating cooperative, professional communication skills.
Actively and effectively contribute to the customer service team building processes.
Liaise with Supervisors to induct new CRM’s.
Coordinate CRM/client appointments, notifications, calendars, and rescheduling as necessary.
Request interpreters as needed.
Oversee daily maintenance of office equipment.
Liaise with Supervisors to identify rotating Point Person for established and transitioning services (birth to three, NPS, ETC)