Customer Service Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Customer Service Specialist

Market Range:

MR12

Approved Date:

8/31/2021 6:57:14 PM

FLSA:

Non-Exempt

EEO Code:

PARAPROFESSIONALS

Career Level:

C2

Career Level Description:

Core Services Level 2

Job Code:

100172

Job Family:

General Management

Sub Family:

Customer Service

Primary Purpose

The purpose of the Customer Service Specialist is to provide excellent customer service to clients seeking to access a variety of services at the Wake County Regional Centers. The Customer Service Specialist provides direct client assistance as well as operational support to various Wake County programs. The Customer service Specialist maintains awareness of all available programs and assists clients with their individual needs.

•

Provide operational support to Health Clinic programs. Screen and prepare charts for next-day appointments. Register all patients with onsite customer service functions. File, retrieve, screen, update, open/close, create, and manage health records. Ensure that records are compliant with federal and state regulations, and release of information. Scan all documents including consents, insurance card copies, photo IDs, and other documents into the patient chart. Perform daily audits for any information scanned into records. Complete presumptive Medicaid applications for patients that qualify.

1

25%

•

Collect payments for Wake County Revenue (property taxes), Human Services Clinic fees, NC

HealthChoice, and Pharmacy prescriptions. Record financial transactions in various financial systems to ensure accurate accounting. Run reports needed to balance cash drawer daily and balance monies at the end of each day. Process daily deposits.

2

25%

•

Provide operational support to Economic Services programs. Search client cases via NCFAST to answer client questions and to determine if a new application, recertification, or supporting documents are needed. Scan and index documents into OnBase that arrive via fax, mail, drop box, and personal delivery. Perform audits for scanned information.

3

20%

•

Issue certified Wake County Birth, Death, and/or Marriage Certificates. Dispense Medicine for Health Clinic and Mental Health Services. Issue Youth Bus Passes and Gas Cards. Disseminate Water Test Kits.

4

20%

•

Provide a broad range of customer service support to visitors and callers to the Center. Receive and greet clients as they enter the building. Determine client needs, register them for services, and update client records. Answer phone calls, schedule appointments, screen and route calls, maintain a working knowledge of all programs in Wake County, answer questions and refer callers to appropriate internal and external resources and services.

5

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C2

Career Level Description:

Core Services Level 2

•

Works to deliver day-to-day objectives that moderately impact the achievement of the Work Group results.

•

Work typically involves regular review by senior employees and/or supervisors.

•

Responsible for making minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems. May be required to highlight areas of concerns/problems and submit or recommend solutions to supervisor in own Work Group.

•

Communicates within and outside the Work Group to obtain or explain information.

•

May provide guidance and assistance to new or entry-level employees.

•

Requires basic job knowledge of systems and procedures obtained through prior work experience or education.

Qualifications

•

High school diploma or GED

•

One year of job-related experience (i.e. customer service, medical records, medical office)

•

Equivalent education and experience are accepted

•

Cash handling experience

•

Customer service experience in a fast-paced social service, health care or office environment

•

Familiarity and experience with social services programs

•

Administrative experience in a healthcare setting working with healthcare records including electronic medical records

•

Experience acting as the first point of contact for a company or agency

•

Excellent customer service skills.

•

Ability to complete tasks with attention to detail.

•

Ability to serve and meet the needs of a high volume of clients.

•

Ability to adapt quickly to a variety of changing work demands.

•

Ability to handle confidential and sensitive information in a professional manner.

•

Ability to communicate effectively and work as a member of a team.

•

Detailed knowledge of the programs and services that are represented at the Regional Centers and a basic knowledge of other county departments/programs and resources.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Listening

Understands and learns from what others say.

Reliability

Demonstrates a high level of dependability in all aspects of the job.

Caring

Demonstrates responsibility for the image and effectiveness of the organization.

Organizational Alignment

Ensures the organization’s goals and objectives align with the County’s mission and vision.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the individual's work

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X