Job Details
About Us:
Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.
The Ohio Department of Health supports a hybrid teleworking model. This position may work a hybrid schedule at the discretion of the manager or supervisor, which will require occasional attendance in the office for training, meetings and other operational needs. Employees must reside within a reasonable distance to their assigned headquarters for compliance with workplace reporting requirements.
What You'll Do:
The Customer Service Assistant 2 (CSA2) independently responds to public inquiries regarding the Laboratory Certification Program (CLIA) received via the Ohio Department of Health (ODH) Complaint Hotline, web site, written correspondence &/or in person. Provides detailed, step-by-step information to questions about applying for or making changes to a CLIA certificate, billings issues, terminations and other inquiries. Will return calls, emails, faxes, letters, maintain the CLIA electronic mailbox, and follow confidentiality requirements (e.g., HIPAA) in dealing with sensitive information. The CSA2 will type and prepare routine documents (correspondence, form letters, cover memorandums requesting signatures, records/reports regarding licensure, certification and registration) with the use of a personal computer (PC).
The CSA2 will provide assistance and information, using in-depth knowledge of applicable rules, policies and procedures, pertaining to the Bureau of Survey & Certification (BOSC) program requirements. In addition, the position will perform clerical support tasks for the Bureau of Survey & Certification: Answer program telephone lines; log & track telephone calls; time stamp, log in & sort mail; review, verify & enter survey data into Aspen Central Office (ACO) (e.g., CMS application forms); if needed, contacts facility for corrected information (e.g., invalid email address, no address) or incomplete/incorrect forms (e.g., incorrect form calculations, numbers); create and download surveys in ACO; abide by all confidentiality laws, regulations & requirements (e.g., HIPAA, ODH).
Applications of those who meet the minimum qualifications will be further evaluated against the following criteria:
* Experience Working in a clinical/medical laboratory/healthcare environment
* Experience working with federal/state regulations
* Experience working in a position handling a high volume of incoming calls and/or customer requests
* Experience identifying/clarifying caller questions to respond to or refer to appropriate source
* Experience working with computer software programs, e.g., Word, Excel, Access, Power Point
* Experience in setting up a computer data base to enter, track, and report information
* Experience in setting up a computer data base to enter, track, and report information
* Experience in gathering and compiling information for reports (i.e., daily, monthly, quarterly, and annual, etc.)
* Experience in documenting all calls received and nature of call
All eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record.
What's in it for you:
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
* Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
Dental, Vision and Basic Life Insurance
* Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance
* Paid time off, including vacation, personal, and sick leave
* 11 paid holidays per year
* Childbirth/Adoption leave
Employee Development Funds
* The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
Ohio Public Employees Retirement System
* OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee's salary. Visit the OPERS website for more information.
Deferred Compensation
* The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.
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.
Job Skills: Customer Service
Technical Skills: Basic Documentation, Clerical & Data Entry, Communications
Professional Skills: Customer Focus, Attention to Detail, Problem Solving, Responsiveness