DEPT OF HEALTH SERVICES

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

Salary: $44,000 

Grade: 17

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 the Centers for 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,
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 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 healthcare institutions. In
addition, other administrative duties and/or special projects as assigned by the supervisor.

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.
Enters data into related computer databases. Examines, Tracks, Routes, and Monitors various documents and
forms to ensure deadlines are met. Generates, prints, and distributes letters/documents. Pulls folders and files
documents as needed.
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.
Manages physical and electronic files. Responsible for filing records in both electronic and physical file
locations. Scans documents into the file system as necessary. Retrieves files for staff as necessary.
Provide administrative duties and/or clerical support for special projects as assigned by the supervisor.
Maintains file room organization and filing of all records for public readiness. Follows both Department and CMS record retention schedules for both. physical and electronic files. Maintains the provider records.
Other duties as assigned as related to the position

Knowledge:
Customer service techniques; office
policies and 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
Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.

Skills:
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.

Abilities:
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 the public
employment, and creates an inclusive work
environment that enables all individuals to
perform to their fullest potential free from discrimination.
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.

High school diploma preferred; may substitute customer service experience.

Minimum of a high school diploma or equivalent. Requires possession of and ability to retain a current, valid state-issued driver's
license appropriate to the assignment.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. 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.

The State of Arizona is an Equal Opportunity/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.