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About the Role
The Texas Health and Human Services Commission (HHSC) Licensing and Credentialing department seeks a qualified candidate for the Customer Service Representative II position in the Nurse Aide Registry (NAR) unit. This role provides assistance and support to nurse aides with renewals, reciprocity, demographic updates, and general inquiries, reporting to the NAR manager. The position involves complex customer service work, including external support, responding to public inquiries about NAR services, reviewing documents for qualifications, and updating certification records.
Responsibilities
- Respond to inquiries via call center from nursing facility staff, nurse aides, and the general public.
- Communicate by telephone, e-mail, fax, or regular correspondence to explain rules/procedures and exchange or verify information.
- Enter nurse aide registry forms into the database to update data files and register nurse aides in Texas.
- Prepare deficiency letters for applicants needing additional information/documentation.
- Process form letters/documents for delivery to nurse aides, employers, and the general public.
- Research information to resolve nurse aide problems/complaints related to Nurse Aide Services.
- Attend work on a regular and predictable schedule.
- Perform other duties as assigned.
Requirements
- Must have experience working in a call center environment.
- Experience in handling high volume telephone inquiries and/or data entry and administrative procedures preferred.
- High School diploma or GED equivalent is preferred.
- Experience and education may be substituted for one another on a year-for-year basis.
- Must be able to work 8:00 am to 5:00 pm.
- Applicants must disclose any potential conflicts of interest.
- Applicants must pass registry checks including Nurse Aide, Medication Aide and Employee Misconduct.
- Application must be complete and contain all requested information.
- Job histories must demonstrate how you meet the initial selection criteria.
- Applicants must meet HHS telework standards and provide, at their own expense, high-speed internet access, and a dedicated workspace.
- On-site work is required 3 days a week in Austin, TX.
- Applicants must be available for initial training in the office.
- Applicants selected for hire may be required to pass background and other due diligence checks.
- Must bring I-9 documentation on the first day of work.
Skills
- Knowledge of call center operations.
- Knowledge of office practices and administrative procedures.
- Skill in communicating effectively both verbally and in writing.
- Skill in the use of standard office equipment and software.
- Proficiency with a laptop computer.
- Experience with data entry.
- Skill in answering phones in a fast-paced call center environment.
- Skill in using software programs including Microsoft Excel, Word, Outlook, and Teams.
- Ability to explain policies and procedures and provide detailed instructions to others.
Location
- AUSTIN
Work Type
- Eligible for Telework
- Full time
- On-site work is required 3 days a week
Experience Level
- Customer Service Rep II
- Starting Market Rate Salary $43,060.80
Education Level
- High School diploma or GED equivalent is preferred.
Salary/Compensations
- $43,060.80
Benefits
- 100% paid employee health insurance for full-time eligible employees
- A defined benefit pension plan
- Generous time off benefits
- Numerous opportunities for career advancement
About the Company
- Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans.
- At HHSC, your contributions matter, and we support you at each stage of your life and work journey.
Equal Opportunity
- In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.
- HHSC uses E-Verify.