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:

Are you detail-oriented, tech-savvy, and passionate about supporting meaningful work? Do you thrive in a fast-paced environment where every task helps ensure the safety and well-being of Ohio residents? If so, the Bureau of Survey & Certification (BOSC) wants YOU on our team.

We are currently seeking three (3) Customer Service Assistant 2s to support the essential functions of our program. In this role, you will be part of a team that collaborates with surveyors, health care providers, regulatory partners, and the public to help maintain high-quality standards in long-term care and health facilities across the state.

As a Customer Service Assistant 2, you will play a key role in keeping operations running smoothly. Your responsibilities will include:

Customer & Public Support

Serve as a first point of contact by answering the BOSC main phone line and responding to inquiries from health care providers, the public, government officials, and private agencies.

Receive and process complaints and incidents submitted via hotline, web, written correspondence, or in-person-issues may include resident abuse, neglect, misappropriation of funds, or other rights violations.

Data & Documentation Support

Review, verify, and enter long-term care survey data and documentation into state and federal systems.

Use software tools like Adobe and Microsoft Office to create organized survey portfolios and upload electronic survey packets.

Notify managers of surveys that meet escalation criteria (e.g., Immediate Jeopardy, Real & Present Danger, Enforcement).

Communicate with surveyors to resolve incomplete or incorrect information on required forms.

Confidentiality & Compliance

Handle all sensitive information in accordance with state and federal requirements, including Health Insurance Portability and Accountability Act (HIPAA).

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.