Customer Service Assistant 2 - Intermittent (Multiple Positions)

THESE POSITIONS ARE INTERMITTENT & NOT TO EXCEED 1,000 HOURS IN A STATE FISCAL YEAR.

About Us:

Investing in opportunities for Ohioans that work for every person and every family in every corner of our state is at the hallmark of Governor DeWine’s agenda for Ohio’s future. To ensure Ohio is “the best place to live, work, raise and family and start a business,” we must have strong schools, a great quality of life, and compassion for those who need our help.

Ohio Department of Medicaid plays a unique and necessary role in supporting the governor’s vision. As the single state Medicaid agency responsible for administering high-quality, person-centric healthcare, the department is committed to supporting the health and wellbeing of nearly one in every four Ohioans served. We do so by:

• Delivering a personalized care experience to more than three million people served.

• Improving care for children and adults with complex behavioral health needs.

• Working collectively with our partners and providers to measurably strengthen wellness and health outcomes.

• Streamlining administrative burdens so doctors and healthcare providers have more time for patient care.

• Ensuring financial transparency and operational accountability across all Medicaid programs and services.

What You Will Do at ODM:

Office: Operations

Bureau: Network Management

Classification: Customer Service Assistant 2 (20100577, 20100578)

Job Overview:

The Ohio Department of Medicaid (ODM) is seeking two experienced customer service professionals. As a Customer Service Assistant 2, your responsibilities will include but are not limited to:

• • Operate in a call center environment answering questions from Ohio Medicaid applicants, credentialists and other stakeholders
  • Screen applications for individuals, groups and organizations
    • Screening will include, but is not limited to: verifying licensure, ensuring that the applicant(s) is not sanctioned and ensuring the accuracy of the information documented on the Ohio Medicaid Application
  • Respond to emails
  • Assist with maintaining and updating provider records and files
  • Prepare & maintain reports concerning production activities
  • Participate in training for user acceptance testing & preparing data clean-up activities in preparation for the new Provider Network Management (PNM) module.
  • Provide customer service resolving issues for applicants, credentialists, & other stakeholders by means of email communication, phone, & chat

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
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

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.

Job Skills: Customer Service

Technical Skills: Data Entry

Professional Skills: Listening, Problem Solving, Customer Focus, Verbal Communication, Written Communication

THIS POSITION IS UNCLASSIFIED PER 124.11 (A) (29), OHIO REVISED CODE.

Compensation is as listed on the posting unless required by legislation or union contract.

Travel required, as needed. Must provide own transportation. Or, in order to operate a state vehicle, you must have a valid driver's license from state of residence.

Resumes and/or attachments are not reviewed. Therefore, please provide detail in the work experience section of your application.

THIS POSITION MAY BE TELEWORK ELIGIBLE ON A HYBRID BASIS.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.