Customer Service Representative 2
: Job Details :


Customer Service Representative 2

State of Idaho

Location: Caldwell,ID, USA

Date: 2024-12-16T09:01:26Z

Job Description:

Description

NOTICE: Effective Spring 2025, in lieu of participating in Social Security, SWDH employees will benefit from a mandatory 401(a) retirement plan.

* Vision: A Healthier Southwest Idaho.

* Mission: To promote the health and wellness of those who live, work and play in Southwest Idaho.

* Values: Accountability, customer-focused, and teamwork influence the work we do and the difference we hope to make.

Are you looking for an opportunity to serve the communities of Adams, Washington, Payette, Gem, Canyon, and Owyhee counties? Do you crave a job where you can make a difference and serve the public? Southwest District Health (SWDH) is recruiting two Customer Service Representatives II to join the dedicated group of public health professionals in the Customer Service unit with the Division of District Operations.

As a Customer Service Representatives II and public health employee, you will serve an active role in improving the health of your community. As part of a small, but mighty team, you will provide high quality, direct customer service for all SWDH customers. You will provide the first line of service for the District Operations (DO), Family and Clinic Services (FCS), and Environmental and Community Health Services (ECHS) Divisions and programs. This position works directly with external customers to review subsurface sewage permit applications, subdivision engineering, food compliance applications, schedule client appointments, and determine eligibility on federal based programs. Office duties include providing customer service over the phone or in person, processing payments, gathering client data, providing health and community program resource information for clients, computing charges according to various fee systems, receiving payments, and maintaining legal program records for six counties. This position will have a good understanding of and comply with HIPAA (Health Insurance Portability and Accountability) and all privacy policies. This position must travel to other SWDH clinic locations within the Health District service area.

If you crave team-oriented work, purpose, and work/life balance, perhaps it's time you considered a career with SWDH. We're all about shaking up the stereotype that working in government is dull. We're disruptors and innovators, all passionately sharing the same vision of making Southwest Idaho the best place to live, work, and play. We believe in fostering a positive and inclusive workplace where everyone can thrive.

This position may include a teleworking option from within Idaho.

Excellent Benefits

This budgeted, regular full-time position offer a competitive benefits package including PERSI (one of the BEST RETIREMENT system available in the Nation) with a lifetime benefit!

* Medical, Dental, and Vision benefits (Employee-only PPO coverage at $65/month for medical/vision and $11.82/month for dental; low-cost options for family members. Free High Deductible Health Plan for employees; low-cost for dependents.)

* Life Insurance (FREE basic coverage; paid supplemental options for employees and dependents.)

* 11 paid holidays, generous vacation, and sick leave accrual starting immediately. (Holiday pay and accruals are prorated based on hours worked.)

* Mandatory 401(a) retirement program with 12.4% combined contributions

* Optional 401(k) and 457 Saving Plans

* Wellness Programs

* Flexible and family-supported policies, including 8 weeks paid parental leave

* Bring your canine friend to work on Fridays

* In-house fitness room and outdoor walking path

* Ongoing internal and external training opportunities

* Student Loan Forgiveness and Tuition Reimbursement!

* Easy commute with reverse traffic flow from Boise to Caldwell

Our generous benefits package boosts total compensation for full-time Customer Service Representatives II, transforming the base pay range from $17.74 - $20.87/hour to an estimated total compensation value, including benefits, of $27.94 - $31.77/hour, showcasing our investment in your well-being and professional growth.

Typical Duties:

Candidates must be able to complete the essential job functions with or without reasonable accommodation and meet all the mandatory qualifications of the position.

* Assess customer needs and provide specialized information about agency programs and services, including Family Planning/Primary Care, Women's Health Check, Immunizations, and WIC programs.

* Prepare and process applications for permits (septic systems, mortgage surveys, planning/zoning approvals, subdivision reviews, food compliance) and track approvals daily.

* Handle confidential nuisance complaint reports (e.g., dog bites, rabies inquiries, water testing) and route to Environmental Health Specialists while maintaining HIPAA compliance.

* Conduct in-depth client interviews on sensitive topics to research, analyze, and resolve issues, updating demographics and financial data to determine eligibility and fee scale.

* Manage client communications through multi-line phones, emails, in-person inquiries, scheduling/rescheduling appointments, and verifying insurance and immunization records.

* Process payments for services, issue receipts, reconcile deposits, and prepare daily bank deposits, ensuring accurate financial record-keeping.

* Utilize electronic health records (EHR) to create accounts, scan medical records, route cases, document program data, and maintain current/archived client files per retention policies.

* Provide interpretation services for non-English-speaking clients using staff interpreters, contracted interpreters, or language lines, and refer clients to community resources.

* Maintain legal records and databases for septic permits, land development, nuisance complaints, and other environmental health matters, entering inspection forms and routing faxes.

* Participate in outreach programs, distribute materials, travel to other SWDH clinic locations, and adhere to customer service policies, including HIPAA and retention guidelines.

Minimum Qualifications:

You must possess all the minimum qualifications listed below to qualify for this position. All required experience and/or education must be listed under the work history section of this application OR on your resume and must include a detailed explanation of your roles and responsibilities at each relevant employer.

Minimum Qualifications (MQ):

* Some knowledge of Interviewing methods, typically gained through either 2-4 relevant college courses, 6 months to 2 years of entry-level related work experience, or a combination of coursework and experience demonstrating the necessary knowledge.

* Approximately 6 months of related work experience in the following areas:

* Interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments

* Accessing data using a computerized system

* Independently handling complaints and upset individuals in a business setting

* Conducting sensitive fact-finding interviews

MQ Specialty:

* Valid Driver's License

* Good knowledge of Medical Terminology/Documents, typically gained through either a closely related bachelor's degree, 2-4 upper division college courses related to the subject and 2-4 years of mid-level work experience closely related to the subject, or a combination of coursework and experience that represents the knowledge level above.

* Approximately 6 months of related work experience in the following areas:

* Manipulating database software to store retrieve and compile information in a report format

* Using spreadsheet software

* Working in a health care environment

* Working in a call center environment

* Working with multiple electronic devices, systems, and data records.

Ideal Knowledge, Skill, and Abilities:

* Fluency in speaking, reading, writing Spanish and English

Supplemental Information:

Who May Apply

Individuals who meet all the MQ's and MQ Specialties listed above. Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodation may be directed to the contact listed on this job posting.

How to Apply

Log in to your account, find this job announcement and select the Apply Now button. Attach your most current resume and follow the promptings to complete the exam. Hit submit. Applications will be accepted through 4:59 PM MST on the posting end date.

The successful candidate will have a history and background supportive of the department's mission goal and be required to complete a pre-employment drug test and a criminal history background check to include fingerprints.

SWDH is an equal opportunity employer and hiring is done without regard to race, color, religion, national origin, marital status, sex, age, or disability, exercising the right to family care and medical leave. In addition, preference may be given to veterans who qualify under state and federal laws and regulations. Please direct requests for Reasonable Accommodation to the interview scheduler at the time the interview is scheduled. You may direct any additional questions regarding Reasonable Accommodation or Equal Employment Opportunity for this position(s) to the Human Resource Office at 208.###.####.

NOTICE: Idaho's Public Health Districts are agencies that are authorized by the State of Idaho as independent bodies. District employees are not State of Idaho employees, rather District employees who receive benefits through the Office of Group Insurance.

To learn more about Southwest District Health, please visit SWDH.id.gov.

If you would like to become a part of our team, we encourage you to apply.

If you have questions about this position, please contact us at:

Email: ...@swdh.id.gov

Phone: 208.###.####

Apply Now!

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