Customer Service Assistant 2

Schedule: Full-time

The Bureau of Survey and Certification (BOSC) is responsible for conducting survey inspections to ensure health care providers and clinical laboratories are compliant with state and federal requirements. For more information about The Bureau of Survey and Certification, please CLICK HERE.

What You'll Do:

BOSC is currently seeking two (2) Customer Service Assistant 2's who will support the office needs of the program including surveyor support, processing of survey data and documentation, take complaint calls and other calls with the public, and perform a variety of tasks and duties to support and maintain efficient operations. This position entails the following:

Review, verify, and enter long term care survey data and documentation into Aspen Central Office (ACO) & internet Quality Improvement & Evaluation System (iQIES), used by Centers for Medicare & Medicaid Services (CMS)

Notify field managers of escalated surveys based on defined criteria (e.g., Immediate Jeopardy, Real & Present Danger, Enforcement)

Contact surveyors regarding incomplete/incorrect information on forms

Review and Verify Survey/Event ID in Certification & Licensure System (CALS) & iQIES

Utilize software (e.g., Adobe Pro) to create survey portfolios and upload electronic survey packets into CALS

Answer BOSC main telephone line and provide assistance and information in response to inquiries and requests from health care providers, general public, government officials, and private agencies

Forward calls to staff voice mail or manually take and distribute messages to appropriate staff

Respond to complaints/incidents received via the Ohio Department of Health (ODH) Complaint/Incident Hotline, web site, 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).

Abide by all confidentiality laws, regulations and requirements (e.g., Health Insurance Portability and Accountability Act [HIPAA], Protected Health Information [PHI], Personally Identifiable Information [PII])

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

Associates or advanced degree in business, healthcare, secretarial science, or public relations

Experience using computer software (e.g., Outlook, Word, Adobe, Excel) to create documents (correspondence, reports) and/or to manipulate data

Experience in using and/or compiling procedure manuals, job aids, checklists, etc. to complete tasks

Experience working with gathering and organizing information

Experience communicating with external and internal customers in writing

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

Experience obtaining information from, and/or updating information in internal and external databases

Experience in explaining rules, policies, procedures, and processes to internal and external customers

Experience with processing incoming and outgoing mail/packages

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.