Customer Service Assistant 2 (Pn20013828)

What You'll Do:

BOSC is seeking a Customer Service Assistant 2 who will respond to complaints/incidents received via the ODH Complaint/Incident Hotline, website, electronic mail, written correspondence, and/or in person regarding unsatisfactory services rendered by health care providers and suppliers (e.g., resident abuse and neglect, misappropriation of funds, violation of rights). This position entails the following:

• Conduct interviews with complainants as needed to obtain information and seek clarification regarding the nature of the complaint.
• Advise callers/complainants regarding the process for addressing complaints and facilitate resolution.
• Maintain all confidentiality requirements (e.g., HIPAA) in dealing with complaint/incident information.
• Operate a personal computer (PC) to retrieve and enter information into federal and state complaint/incident tracking systems.
• Prepare a comprehensive written report of the allegations summarizing the complaint/incident.
• Utilize office equipment (e.g., computer e-mail, fax, copier, scanner) to distribute documentation of the complaint/incident.
• Respond to requests for information and provide non-clinical assistance using in-depth knowledge of applicable rules, policies, and procedures pertaining to BOSC program requirements.
• Perform clerical support tasks for the complaint unit (e.g., log and track telephone calls, open, time stamp, log in and sort mail).
• Photocopy, collect, and distribute written materials.
• Retrieve information in response to inquiries from the public, complainant and/or facility representative as to the status of complaints/incidents in progress or forwards such contacts to the appropriate investigating office.
• Attend in-service training and training programs to stay proficient in job duties and other duties as assigned.

Applications of those who meet the minimum qualifications will be further evaluated against the following criteria:

• Associates or advanced degree in communications, public relations, social sciences, or business

• Experience communicating verbally with customers (e.g., asking questions, probing for information to clarify unclear problems, explaining technical solutions)

• Experience working in a call center or handling a high volume of incoming calls and/or customer requests

• Experience producing reports and other correspondence (e.g., e-mails, letters)

• Experience using computer software (e.g., Word, Adobe, Excel) to produce documents, track data, create presentations, and communicate with others

• Experience obtaining and analyzing information from databases

• Experience working with healthcare complaints

All eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record.

9 mos. trg. or 9 mos. exp. in office practices & procedures AND 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people AND 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry or word processing AND 9 mos. trg. or 9 mos. exp. in operation of personal computer.

• Or equivalent of Minimum Qualifications for Employment noted above.

Primary Job Skill: Customer Service

Technical Skills: Administrative Support/Services, Basic Documentation, Clerical & Data Entry, Customer Service, Data Entry, Public Relations

Professional Skills: Confidentiality, Listening, Verbal Communication, Written Communication

Educational Transcript Requirements: Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration.

Please note that a transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree.