Customer Service Assistant 2 (PN 20014016 & PN 20014066)

What You'll Do: The Complex Medical Help (CMH) Program is seeking detail oriented and customer focused professionals to support the program by providing case support, responding to inquiries and ensuring accurate and timely processing of client information and services. Duties include: Serve as a point of contact for clients, providers, and the public by responding to phone and inquiry requests related to CMH program services, eligibility, and procedures. Provide clear and accurate information on program policies, coverage, and service processes to a variety of stakeholders including families, healthcare providers, and health departments. Review and research case, service, and claim status to resolve inquiries and identify issues. Maintain and update confidential client records in compliance with HIPAA and applicable state and federal regulations. Coordinate with internal teams including medical, financial, and claims staff to expedite case processing and resolve service-related issues. Document inquiries, track case activity, and maintain detailed records within system databases. Generate reports on inquiry trends, response times, and customer satisfaction to support program improvements. Assist with research and program support activities, including surveys and case record reviews. Support training efforts for new staff and assist with cross-training initiatives. Position Qualifications Must meet all of the bulleted criteria 9 mos. trg. or 9 mos. exp. in office practices & procedures 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry or word processing 9 mos. trg. or 9 mos. exp. in operation of personal computer. Or Equivalent of Minimum Qualifications for Employment noted above. Applications of those who meet the minimum qualifications will be further evaluated against the following criteria Associates or advanced degree in public relations or business administration Experience with deescalating irate customer calls and/or handling difficult callers Experience using computer software (e.g., Word, Excel, Outlook, databases, *Case Management and Claims System) Experience in explaining rules, policies, procedures and processes to internal and external customers Experience in gathering and organizing information from health professionals, families and/or general public Experience in managing and safeguarding confidential data/information Experience communicating verbally with customers (e.g., asking questions, probing for information to clarify unclear problems, explaining technical solutions) All eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record. Job Skills: Customer Service Technical: Data Entry, Information Technology, Operational and Administrative Support Professional: Attention to Detail, Confidentiality, Customer Focus, Verbal 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.