Customer Service Rep I

DSHS is committed to hiring skilled and dedicated individuals who share a passion for public health to pursue our vision of A Healthy Texas.

About the role

Works under the supervision of the Manager I of the Laboratory Reporting Branch. Responds to telephone, fax, and email requests from health care professionals for laboratory test results. Prints all laboratory test results using the Labware, Harvest, and Perkin-Elmer computer systems. Reports out rabies results up to three times daily. Verifies, generates, and distributes master submission forms. Assists with other Laboratory Reporting Branch duties as needed. Supports the creation of a laboratory-wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace. Works Saturdays as needed.

Responsibilities

• Responds to requests by phone, fax, or email from health care professionals requesting confidential patient test results using current LIMS systems (Harvest, Labware, Perkin Elmer) following all HIPAA policies or routes to appropriate personnel (35%).
• Prints laboratory reports using Labware, Harvest, and Perkin-Elmer computer systems according to stated times established for each system; prepares and delivers reports to mailroom by 11:30 daily; removes all inter-agency reports and sends via inter-agency mail (35%).
• Reports out, verbally, rabies test results to submitter and, if necessary, to Public Health Regions depending on final test result (10%).
• Verifies, generates, and distributes laboratory submission forms as requested; ensures all information is correct prior to distributing; provides monthly totals of calls received and duplicate reports generated; performs all tasks according to the Standard Operating Procedure (SOP) manual (10%).
• Participates in or supports disaster response, recovery, or continuity of operations (COOP) activation, which may require alternate shift patterns or locations (5%).
• Serves as a liaison to the Safety Office to support a laboratory-wide safety culture (5%).

Requirements

• At least one year of experience assisting customers via phone, fax, or email.
• Experience answering large volumes of phone calls in a call center or similar work setting.
• Experience working with confidential material such as personal/sensitive information, medical records, or banking information.

Skills

• Knowledge: leadership qualities (adaptability, flexibility, dependability, accountability); generally accepted modern office administration, policies, and procedures; working with confidential medical records/files/information.
• Skills: answering phones and responding to requests according to area and laboratory policy; performing tasks with a high degree of accuracy and attention to detail; basic computer functions such as retrieving data and researching archived documents.
• Abilities: handle demands of a fast-paced office with constantly changing priorities; follow written and oral instructions; work cooperatively in a team setting; communicate and interact effectively with the public; respond to public inquiries in a timely manner; work in a professional customer service environment; prioritize work, manage time effectively, and meet deadlines; use initiative and independent judgment within established deadlines.

Benefits

DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS).

Pay

Salary range: $2,694.33 – $3,946.25 per month (Salary Group: TEXAS-A-11). Pay frequency: monthly. The salary offered will follow DSHS starting salary guidelines; any employment offer is contingent upon available budgeted funds.

Schedule

Regular weekend day shift, days (first shift). Full-time, non-exempt. Not eligible for telework.

Location

1100 W 49TH ST (DHT), Austin, TX.

Additional information

• No registrations, licensure, or certifications required.
• Military occupations that relate to the selection criteria are listed (MOS codes: 0100, 0111, 0170, 4133, 15P, 3F1X1, 3F5X1, 420A, 42A, 56M, 68G, 741X, PERS, RS, SN, YN, YNS). Active-duty military, reservists, guardsmen, and veterans are encouraged to apply.
• ADA accommodations: DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. Notify the scheduler if accommodation is needed for the interview; for application assistance, contact the HHS Employee Service Center at 1-888-894-4747 or HHSServiceCenter.Applications@ngahrhosting.com.
• Pre-employment checks: depending on program area, applicants selected for hire may be required to pass background and other due diligence checks. DSHS uses E-Verify; I-9 documentation must be presented on the first day of work.