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  • 512124
  • Full-time


COME WORK WITH US! The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Program, where eligible employees can receive up to $437.50 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.



Job Location:

Address:  150 N 18th Ave Phoenix, AZ 85007

Posting Details:

Salary: $35,200 

Grade: 17

Job Summary:

A Career in Public Service Awaits You, Come Join our Licensing Team!

Your Talent, Our Mission: To promote, protect, and improve the health and wellness of individuals and communities in Arizona.

Why work for ADHS? A great benefit of working for the State of Arizona is a fantastic work/life balance. State employees enjoy challenging work, popular remote work options, comprehensive health and wellness benefits, and career growth opportunities.

As a Customer Service Representative, you will support the Bureau of Residential Facilities Licensing (Bureau) by performing high-level customer service activities. The Bureau issues state licenses for over 2,700 residential health care institutions.

We need someone who 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.

You'll be responsible for processing and securing customer information, receipts, applications, corrections, amendments, and confidential documents.

This position also requires researching information on multiple databases, collecting fees, records transactions, and other information in electronic systems.

You will be responding to 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.

You will also be required to prepare documents in response to public record requests. Maintain and update facility files.

This position may train new support staff within the Bureau and serve as backup for the Support Staff Supervisor. In addition, other administrative duties and/or special projects as assigned by the supervisor.

Job Duties:

-Process applications for licensure and submission of annual licensing fees. Answer telephone calls and emails and give the customer appropriate specialized guidance and information to facilitate the resolution of the issue. Utilize databases and websites to research, locate records, request information, and identify the status of documents.
-Handle complex customers in a calm, professional manner. Interpret and apply statutes, rules, policies, and procedures appropriate to the job function. May evaluate and recommend changes to processes and procedures.
-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 maintain applicable confidentiality.
-Provide administrative duties and/or clerical support for special projects as assigned by the supervisor, including serving as a backup supervisor and training other staff members.
-Maintain and update facility files.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
-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 are 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), Continuous Quality Improvement (CQI), and Lean methodologies.

Skill in:
-Use computer software to accurately generate 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.

Ability to:
-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.

Selective Preference(s):

Minimum high school diploma or equivalent. 5+ years of experience in customer service or three years in a customer service call center environment.
Experience with multiple line telephones, computer, and technology preferred.

Pre-Employment Requirements:

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:Health Impact Program (HIP) where you can earn up to $200 annually by participating in our award-winning program of free preventative health screenings (mini-health, mammography, prostate), immunizations, lifestyle/mindfulness classes and physical activities) and Employee Assistance Program (EAP) Counseling sessions - 12 free per year per issue for each employee and each covered dependent. Available 24/7 for support, resources and information on work/life solutions, dependent/elder care, college planning, wills, legal guidance, financial resources, funeral planning and more)
− 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 contribute 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.

Contact Us:

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.


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.