This position supports the Bureau of Medical Facilities Licensing by performing high level customer service activities. The bureau issues state healthcare facility licenses (3200) and has a federal contract with Centers of Medicare and Medicaid to do certification and recertification of Medicare healthcare providers (1574). This is a total of 4,774 for both processes. Will provide courteous, accurate, and timely customer service to the public of the State of Arizona through the understanding of the compliance with statutes, rules and regulations, policies and procedures pertaining to the Bureau of Medical Facilities Licensing. Responsible for the processing and security of customer information, complaint documents, compliance surveys, plans of correction, and confidential documents pertaining to the Public Health Licensing Services. Researches information on multiple databases, orders/maintains department's supplies and manages copier/printer needs. Participates in answering a high volume of customer calls and responding to email communication providing direction and assistance to each customer in a timely and professional manner. This entails managing the most complex customer service complaints, inquiries and issues that may include specialized instructions. Provides support for program management and surveyor teams for the purpose of issuing state licensure and Medicare/Medicaid certification for all health care institutions. In addition, other administrative duties and/or special projects as assigned by the supervisor.
- Organize, gather, and redact documents for public records requests. Work with other divisions to ensure public records requests are responded to in a timely and efficient manner. Examines, tracks, routes, and monitors various documents and forms to ensure deadlines are met. Generates, prints, and distributes letters, documents, licenses and certificates.
- Manages physical and electronic files. Responsible for filing records in both electronic and physical file locations. Maintains file room organization and follows both Department and CMS record retention schedules for both physical and electronic files. Enters data into related computer databases. Scans documents into file system as necessary. Retrieves files for staff as necessary.
- Answers telephone calls/emails and provides appropriate specialized guidance, and information to the customers to facilitate resolution of the issue. Researches the various databases and files to identify a record, information, and status of documents.
- Handles complex customer needs in a calm and professional manner. Interprets and applies statutes, rules, and policies/procedures as appropriate to the job function. May evaluate and recommend changes to processes and procedures.
- Responsible for the processing and security of customer information, receipts, certified paper, applications, corrections, amendments, and confidential documents pertaining to the Public Health Licensing Services.
- Customer service techniques.
- Office policies and procedures.
- Computer database sufficient to process documents.
- Basic computer office suite software and computer data entry.
- Health services, healthcare laws, rules, and regulations.
- Office personnel sufficient to direct incoming telephone calls to the appropriate person.
- Basic filing procedures sufficient to file documents in appropriate locations and locate specific files and documents as required.
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.
- Use of computer software for accurate generation of letters, licenses, certificates and other documents in compliance with relevant laws, rules, regulations, policies and procedures.
- Providing accurate information regarding appropriate laws, rules, and regulations or directing requests for information to appropriate staff.
- Dealing with the public using appropriate tact and resourcefulness.
- Entering efficient and accurate data entry into related computer databases.
- Tracking document flow and monitoring deadlines.
- Accurate filing documents in public files, and locating files and documents upon request.
- Work in a fast-paced high-volume office setting dealing with the public.
- Monitor and manage workflow within the unit and to notify superiors when problems arise.
- Provide specialized instructions to customers using oral and written communication.
- Listening and interpreting complex information, problem resolution.
- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.
Minimum high school diploma or equivalent required and 3+ years of experience in customer service. Experience with multiple line telephones, computer and technology preferred.
- Preference will be given to candidates with Public Health experience and knowledge of public record maintenance.
- Driver's License
Employees who drive on state business require possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license checks, must maintain acceptable driving records and must complete any driver training (See Arizona Administrative Code R2-10-207.11).
The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award-winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.
Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
ARIZONA MANAGEMENT SYSTEM (AMS)
All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
State employees are highly engaged, collaborative and embrace a culture of public service.
The State of Arizona is an Equal Employment Opportunity Employer.