This position supports the Bureau of Residential Facilities Licensing (Bureau) by performing high-level customer service activities. The Bureau issues state licenses for over 3,100 residential health care institutions. Will provide courteous, accurate, and timely customer service to the public of the State of Arizona through the understanding of compliance with statutes, rules and regulations, policies, and procedures pertaining to the Bureau. Responsible for the processing and security of customer information, receipts, applications, corrections, amendments, and confidential documents. Researches information on multiple databases, collects fees, records transactions, and other information in electronic systems. 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. Prepares documents in response to public record requests. Maintains and updates facility files. This position may train new support staff within the Bureau and will serve as backup for the Support Staff Supervisor. In addition, other administrative duties and/or special projects as assigned by the supervisor.
- Process applications for licensure and submission of annual licensing fees. Answer telephone calls and emails and give appropriate specialized guidance and information to the customer to facilitate the resolution of the issue. Utilize databases and websites to conduct research, locate records, request information, and identify the status of documents.
- Handle complex customers in a calm, professional manner. Interpret and apply statutes, rules, and policy and procedures as appropriate to the job function. May evaluate and recommend changes to processes and procedures.
- Maintain and update facility files.
- Sort, review, and process incoming mail/email. Prepare and mail/email outgoing correspondence related to applications, surveys, and enforcement actions.
- Prepare documents for public record requests by gathering, reviewing, and redacting responsive records to ensure applicable confidentiality is maintained.
- Provide administrative duties and/or clerical support for special projects as assigned by the supervisor to include serving as a back up supervisor and training other staff members.
- Customer service techniques.
- Office policies, procedures, and 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.
- HIPAA and maintenance of confidentiality
- Records retention, maintenance, and redaction.
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.
- Use of computer software for accurate generation of letters, licenses, 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.
- Redaction of confidential information.
- Work in a fast-paced high-volume office setting dealing with the public.
- Monitor and manage workflow within the unit and notify superiors when problems arise.
- Provide specialized instructions to customers using oral and written communication.
- Listening and interpreting complex information and 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.
5+ years of experience in customer service or 3 years in a customer service call center environment.
Experience with multiple line telephones, computers, and technology preferred.
- Arizona State issued valid 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.
Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.