1740 West Adams Street

Phoenix, Arizona 85007

Hourly Pay Range: $17.68 - $24.70

Grade: 19

This position will remain open until filled  

Employees in the license department perform all license and registration functions and a complete range of agency customer service functions within the work section. They serve as senior level technical experts for complex license and certification issues.

Licensing Specialists assist clients with completing CMA, CNA, LHA, LNA, LPN, RN, and AP applications. They research and interpret client records and documentation. They resolve client complaints. License specialist interact with businesses, clients, other departmental employees, and other agencies face-to-face and through phone calls.

Employees are responsible for providing detailed information to applicants and licensees in response to their needs; accepting applications for services and other required source documents, noting essential information, and ensuring that all information is accurate and complete.

• The License Specialist reviews and inputs application information into the agency database conducts a needs assessment, and issues deficiency notices when appropriate. The license specialist assists clients with questions regarding licensure and certification requirements, testing and fingerprint information, and fees. Updates accounts per policies; reviews applications for quality assurance and compliance; advise clients of their responsibilities; and refers clients to additional resources and services when necessary

• The License Specialist gathers information from a variety of sources to ensure all licensing requirements are met, i.e., appropriate education, lawful presence, testing, background check, etc. Once the application is complete, the License specialist will issue the appropriate credential

• The License Specialist provides technical assistance and direction based on research, analysis, and interpretation of program rules and regulations; makes determinations on regulatory licensure, and certification; coordinates program services with other Arizona agencies

• The License Specialist is expected to continuously evaluate and identify opportunities to drive process improvements that positively impact the client's experience. Participate in process improvement projects by lending expertise and assistance to promoting and implementing initiatives to improve business processes. Responsible for compiling and generating reports as they relate to customer service surveys

• Other duties as assigned as related to the position

Knowledge:

• Knowledge of the Nurse Practice Act; Agency policies and procedures

• Knowledge of Customer service principles and practices

• Google Suite and Workspace

Skills:

• Strong oral, written, and interpersonal communications skills; analytical, research, reasoning, and problem-solving skills; customer service skill; mathematical and calculation skills

• Demonstrated typing and skill operating a personal computer along with various software packages, skill using calculators and other office equipment

• Negotiating and conflict resolution skills; interpersonal and time management skills

Abilities:

• Ability to apply problem-solving techniques and methods to resolve the most unusual or complex technical problems requiring the interpretation of the law, rules, policies, and procedures within established guidelines, procedures, and protocols; providing technical guidance to other agency personnel and customers; conducting research to perform quality control review of case management; problem identification and resolution

• Minimum 1-year experience in data entry, customer support, licensing, or related experience

• High school or equivalent

• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

• 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.

The State of Arizona offers a comprehensive benefits package to include:

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

• Life insurance and long-term disability insurance

• Vacation plus 10 paid holidays per year

• Health and dental insurance

• Retirement plan

• Sick leave

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

• Positions in this classification participate in the Arizona State Retirement System (ASRS)

• Please note, enrollment eligibility will become effective after 27 weeks of employment

• If you have any questions, please feel free to contact staffing@azdoa.gov for assistance