DEPT OF HEALTH SERVICES
COME WORK WITH US! The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS ... promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Program, where eligible employees can receive up to $437.50 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.
CUSTOMER SERVICE REPRESENTATIVE 2
VITAL RECORDS
DEPARTMENT OF HEALTH SERVICES
Job Location:
Address: 150 North 18th Avenue, Phoenix Arizona, 85007
Posting Details:
Salary: $38,500
Grade: 15
Closing Date: OPEN UNTIL FILLED
• THIS POSITION IS ON SITE AT OUR VITAL RECORDS OFFICE*
Job Summary:
A Career in Public Service Awaits You, Come Join our Vital Records Team!
Your Talent, Our Mission: To promote, protect, and improve the health and wellness of individuals and communities in Arizona.
Why work for ADHS? A great benefit of working for the State of Arizona is a fantastic work/life balance. State employees enjoy challenging work, popular remote work options, comprehensive health and wellness benefits, and career growth opportunities.
What You'll Do:
This position provides courteous, accurate, and timely customer service to the public of the State of Arizona while answering calls using the BVR call center system and to in-person customers.
This entails managing a high volume of customer calls that come into the call center while providing direction and assistance to each caller in a timely and professional manner.
The incumbent will comply with statutes, rules, regulations, policies, and procedures. Process and secure customer information, cash receipts, certified paper, applications, and confidential documents, which may include amended or corrected documents. Will provide entry-level customer service activities by performing tasks initiated by the general public.
• THIS POSITION IS ON SITE AT OUR MEDICAL FACILITIES LICENSING OFFICE*
Job Duties:
- Provides complete and accurate service to applicants for birth and death certificate requests, amendments, corrections, and court-ordered paternity through the quality review and shipment of records to applicants. Ensures all mail is enveloped and properly secured each day. Sorts, opens, and reviews incoming mail and distributes it to appropriate areas. Answers telephone calls and gives appropriate guidance and information to the caller to facilitate resolution of the issue. Research the various databases to identify a record, order information, and or status of an order.
- Log, document, and file returned mail. Contact customers to verify address information. Prepare logs, reports, and statements for monthly accounting and archiving. Review and approve/disapprove customer applications.
- Apply statutes, rules, policies, and procedures.
- Assist with special projects requiring research, documentation, filing, and organizing.
Knowledge, Skills & Abilities (KSAs):
Knowledge of:
-Customer service techniques;
-Use of office equipment and computer systems
-General office procedures and practices
- Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.
Skill in:
-Oral and written communication
-Using courtesy and tact when interacting with internal and external customers
-Use of call center phone system
-Operating a register and cash handling
Ability to:
-Learn general rules, regulations, and policies and procedures of Vital Records.
-Work in a fast-paced high volume office setting dealing with the public
-Provide information using oral and written communication
-Understands written sentences and paragraphs in work-related documents
- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.
Selective Preference(s):
-Minimum high school diploma or equivalent.
-5+ years of experience in customer service or 3 years in a customer service call center environment.
-Experience with multiple-line telephones, computers, and technology preferred.
Pre-Employment Requirements:
(PLS Fingerprint cards) Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S.41-1758.07 or must apply for a level one fingerprint clearance card within seven working days after beginning employment. You will be required to pay an $8.25 fee for fingerprint screening. If hired, you will be able to request reimbursement of the $8.25.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits:
The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program
By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Retirement:
To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.
Contact Us:
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification
