Customer Service Assistant 1

Current Department of Developmental Disabilities OCSEA employees shall receive first consideration pursuant to Article 17 of the collective bargaining agreement.

No additional materials will be accepted after the closing date; in addition, you must clearly demonstrate how you meet minimum qualifications.

The final candidate selected for the position will be required to undergo a criminal background check. Rule 5123-2-02, “Background Investigations for Employment,” outlines disqualifying offenses that will preclude an applicant from being employed by the Department of Developmental Disabilities.

Hourly wage will be paid at step 1, unless otherwise specified by collective bargaining agreement or rules outlined in the ORC/OAC.

Unusual Working Conditions\: Confined to work area for long periods of time.

Join Our Team!

Accepting applications for Customer Service Assistant 1

The Ohio Department of Developmental Disabilities (DODD) mission is to partner with people and communities to support Ohioans with developmental disabilities and their families in realizing their version of a good life.

Ohio is the heart of opportunity, and we envision Ohio as the best place in the nation for people with developmental disabilities to thrive. Our core values reflect our focus on the experience of each person we support:

Inclusion

Partnership

Respect

The Division of Medicaid Development and Administration works with state agency personnel and stakeholders to develop policies related to Medicaid funded services for people with developmental disabilities.

3 months' training or 3 months' experience in office practices & procedures AND 1 course or 3 months' experience in public relations or customer service to include techniques for dealing with difficult people AND 1 course or 3 months' experience in typing, keyboarding, data entry or word processing AND 1 course or 3 months' experience in operation of personal computer.

-Or equivalent of Minimum Qualifications for Employment noted above.

Note\: in the telecommunications section, within the Ohio Department of Public Safety, employees will automatically be reassigned to the Customer Services Assistant 2, 64432 classification after serving 6 months as a Customer Service Assistant 1, 64431.

Job Skills: Customer Service, Computer Literacy, Clerical & Data Entry, Customer Service, Operational Support, Attention to Detail, Responsiveness, Customer Focus, Proofreading

What will you do?

Provides information & process requests that do not required in-depth knowledge of applicable federal/state laws, rules, policies, procedures or legal interpretations to respond to inquires, request &/or complaints from customers corresponds with county boards if additional information is needed.\: Indexes, files, completes, and monitors data entry for electronic document management systems, i.e. SharePoint converts paper documents into digital formats using scanners and OCR technology. Enter and retrieve documents into or from electronic filing management systems for integrating workflow processes for the routing, and review of nursing requests to Rehabilitation Program Specialists (RPS2) for determinations.

Completes data collection and reporting in a format that is measurable i.e. Microsoft Excel or exporting from DODD application/system for determining performance of all RPS2 reviews daily, weekly, and quarterly.

Tracks Hearing requests, decisions, compliance, and administrative appeals for all requests as applicable. Assists RPS2s with completion and submission of appeal summaries and evidence packages including but not limited to labeling exhibits and electronic document indexing, combining, and filing using Adobe Acrobat Pro, Microsoft Teams, and SharePoint

Utilizes personal computer accurately & rapidly to produce professional correspondence, reports, & complex technical documents requiring the use of Medicaid terminology (i.e., Centers for Medicare & Medicaid Services (CMS) reports, letters to stakeholders, email to Ohio Dept. of Medicaid [ODM], etc.); proofreads work & makes all appropriate changes to ensure correspondence, reports & documents are appropriate & error-free. Maintains Home & Community Based Services (HCBS) waiver information & data on appropriate personal computer based systems. Cross-references data on spreadsheets & other documents with information in file folders to ensure accuracy of electronically entered data. Distributes, receives, & compiles information as needed to meet Medicaid waiver requirements.

Prepares & maintains electronic file folders for applications for DODD-administered HCBS waivers & all related correspondence sent to ODM & CMS (i.e., inserts appropriate documents; reviews for completeness; pulls file folders or notifies other staff that electronic filing has been completed). Maintains system of folder location & information.

Creates, retrieves & re-files (either paper or electronic) materials, manuals, correspondence & other documentation as requested by immediate supervisor. Establishes & maintains a filing system to ensure proposed due dates for program implementation are met, follows-up & advises supervisor appropriately, if problems arise

Performs general clerical tasks as assigned (e.g., photocopying documents & reports; provides assistance to customers, or routes calls to appropriate staff member).

Assists with meeting/training preparation (involving internal staff, inter-agency staff, stakeholders & other necessary parties as needed) in preparation for implementation of waiver requirements; attends meetings to take & distribute meeting minutes as directed. Completes other duties as assigned by immediate supervisor or Deputy Director of Medicaid Development & Administration.

To request a reasonable accommodation due to disability, please contact the ADA Coordinator Renae Wallace by email at or by phone at .

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

Medical Coverage

Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period

Paid time off, including vacation, personal, sick leave and 11 paid holidays per year

Childbirth, Adoption, and Foster Care leave

Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)

Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.