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Customer Services Representative 4

  • 496222
  • PHOENIX
  • DEPT OF HEALTH SERVICES
  • Full-time

DEPT OF HEALTH SERVICES

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 Pilot 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.

Customer Services Representative 4

Division of Licensing/Bureau of Child Care Licensing

Job Location:

Address:  150 N 18th Ave. Phoenix, AZ 85007

Posting Details:

Salary: 0.00 - 32,000.00 

Grade: 17

Closing Date: 

Job Summary:

This position supports the Bureau of Child Care Licensing by: processing revenue; performing data entry; approving applications; performing high level customer service activities - both external and internal while managing high call volume through utilization of a strong understanding of rules, statutes, policies and procedures; maintaining public and data base records; working with electronic systems & multiple databases; may train new staff.

Job Duties:

− Approves/processes license applications
− Provides customer service via phone and email and gives appropriate specialized guidance and information to the customer to facilitate resolution of issues
− Processes revenue, assists providers with payment portal
− Handles complex customers in a calm, professional manner
− Interprets and applies statutes, rules, policies and procedures as appropriate to the job function
− Sorts, reviews and processes all incoming mail and customer requests sent via mail or electronically
− Updates databases related to licensing applications, complaint investigations, inspections, revenue received
− Performs data entry for all relevant processes
− May evaluate and recommend changes to current policies and procedures to facilitate increased efficiency
− Prepares outgoing correspondence, including certified mail
− Maintains records
− Provides administrative duties and/or clerical support for special projects as assigned by supervisor to include training other staff members
− Prepares documents for public record requests ensuring documents are redacted and request is inclusive of the documents requested

Knowledge, Skills & Abilities (KSAs):

− 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 work-flow 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 and problem resolution
− Work as a team player
− Effectively work with multiple members of Bureau's Management Team
− Seek input from supervisor, as necessary
− 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):

The ideal candidate will have:
− 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, computer and technology preferred.

Pre-Employment Requirements:

Driving is required for State Business.
- 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).

Benefits:

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

Retirement:

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.

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.

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.