Customer Service Assistant 2 (PN 20014911)

About the role

The Bureau of Regulatory Operations (BRO) manages the Nurse Aide Registry (NAR) for the state of Ohio and is currently seeking a Customer Service Assistant to provide information and communicate procedures.

Responsibilities

• Provides assistance and information in response to telephone, and/or written (hard copy & electronic) inquiries from nurse aide consumers, business community, government officials, general public, long term care facilities, public and private agencies pertaining to the NAR.
• Corresponds with NARs in other states to obtain information regarding reciprocity and grants or denies certification reciprocity.
• Responds by phone to inquiries of abuse and neglect findings and communicates procedures for training/testing for nurse aides.
• Forwards requested material to nurse aides, long-term care facilities, law enforcement, surveyors/investigators and federal contractors about compliance with nurse aide rules.
• Opens, stamps, logs in and sorts mail for NAR; prepares certified mailings.
• Maintains electronic files and retrieves information.
• Develops and maintains office procedures (e.g., development of new and revised forms and procedures to coordinate daily workflow).
• Imports successful nurse aide candidates to registry.
• Updates the National Practitioner Database with the names of individuals who have adverse finding results of abuse, neglect, exploitation and misappropriation of a resident’s property.
• Verifies and/or gives out information or gives status of licenses.
• Prepares and/or maintains reports concerning work processed/calls handled.
• Copies, collects and distributes written materials.
• Updates information contained in state and federal systems (e.g., Certification and Licensure System (CALS), WISE, Automated Survey Process Environment (ASPEN), Internet Quality Improvement & Evaluation System (iQIES)).
• Answers BRO phone lines, mail, and scanning documents for other program areas.

Unusual Working Conditions

May be confined to desk answering telephone for 6.5 – 7 hours per day.

Requirements

• 9 months training or 9 months experience in office practices & procedures
• 9 months training or 9 months experience in public relations or customer service that included techniques for handling difficult people
• 9 months training or 9 months experience in typing, keyboarding, data entry or word processing
• 9 months training or 9 months experience in operation of personal computer

Qualifications

• Associate or advanced degree in public relations
• Experience working in high-volume call center environment de-escalating irate calls
• Experience with equipment operations (e.g., scanning/faxing and/or multi-line phone system)
• Experience using computer software (e.g., Word, Excel, Outlook, databases)
• Experience in tracking calls, logging information and preparing reports
• Experience in responding professionally to the public, healthcare facilities and government officials via telephone and/or written inquiries
• Experience in managing and safeguarding confidential data/information

Skills

• Customer Service: Customer Focus, Verbal Communication
• Technical: Data Entry, Information Technology, Operational and Administrative Support
• Professional: Attention to Detail, Confidentiality

Educational Transcript Requirements

Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration. A transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree.

Pay

$23.65

Schedule

Full-time; Monday – Friday, 8:00 am – 5:00 pm