LICENSING SPECIALIST

Arizona Department of Administration • Phoenix, AZ

21h • Onsite

About The Position

The mission of the Arizona State Board of Nursing is to protect and promote the welfare of the public by ensuring that each person holding a nursing license or certificate is competent to practice safely. The Board fulfills its mission through the regulation of the practice of nursing and the approval of nursing education programs. The mission, derived from the Nursing Practice Act, supersedes the interest of any individual, the nursing profession, or any special interest group.

Employees in the license department perform all license and registration functions and a complete range of agency customer service functions within the work section. They serve as senior level technical experts for complex license and certification issues.

Licensing Specialists assist clients with completing CMA, CNA, LHA, LNA, LPN, RN, and AP applications. They research and interpret client records and documentation. They resolve client complaints. License specialist interact with businesses, clients, other departmental employees, and other agencies face-to-face and through phone calls.

Employees are responsible for providing detailed information to applicants and licensees in response to their needs; accepting applications for services and other required source documents, noting essential information, and ensuring that all information is accurate and complete.

Requirements

• Knowledge of the Nurse Practice Act; Agency policies and procedures
• Knowledge of Customer service principles and practices
• Google Suite and Workspace
• Strong oral, written, and interpersonal communications skills; analytical, research, reasoning, and problem-solving skills; customer service skill; mathematical and calculation skills
• Demonstrated typing and skill operating a personal computer along with various software packages, skill using calculators and other office equipment
• Negotiating and conflict resolution skills; interpersonal and time management skills
• Ability to apply problem-solving techniques and methods to resolve the most unusual or complex technical problems requiring the interpretation of the law, rules, policies, and procedures within established guidelines, procedures, and protocols; providing technical guidance to other agency personnel and customers; conducting research to perform quality control review of case management; problem identification and resolution

Nice To Haves

• Minimum 1-year experience in data entry, customer support, licensing, or related experience

Responsibilities

• The License Specialist reviews and inputs application information into the agency database conducts a needs assessment, and issues deficiency notices when appropriate.
• The license specialist assists clients with questions regarding licensure and certification requirements, testing and fingerprint information, and fees.
• Updates accounts per policies; reviews applications for quality assurance and compliance; advise clients of their responsibilities; and refers clients to additional resources and services when necessary
• The License Specialist gathers information from a variety of sources to ensure all licensing requirements are met, i.e., appropriate education, lawful presence, testing, background check, etc.
• Once the application is complete, the License specialist will issue the appropriate credential
• The License Specialist provides technical assistance and direction based on research, analysis, and interpretation of program rules and regulations; makes determinations on regulatory licensure, and certification; coordinates program services with other Arizona agencies
• The License Specialist is expected to continuously evaluate and identify opportunities to drive process improvements that positively impact the client's experience.
• Participate in process improvement projects by lending expertise and assistance to promoting and implementing initiatives to improve business processes.
• Responsible for compiling and generating reports as they relate to customer service surveys
• Other duties as assigned as related to the position

Benefits

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
• Life insurance and long-term disability insurance
• Vacation plus 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Sick leave
• Positions in this classification participate in the Arizona State Retirement System (ASRS)
• Enrollment eligibility will become effective after 27 weeks of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees