DEPT OF HEALTH SERVICES

Address:  150 N. 18th Ave Phoenix AZ 85007

Salary: $38,500 

Grade: 15

Closing Date: Open until Filled

This position provides courteous, accurate, and timely customer service to the public of the State of Arizona while answering calls using the BVR call center system and to in-person customers. This entails managing a high volume of customer calls that come into the call center while providing direction and assistance to each caller in a timely and professional manner. The incumbent will comply with statutes, rules, regulations, policies, and procedures. Process and secure customer information, cash receipts, certified paper, applications, and confidential documents, may include amended or corrected documents. Will provide entry-level customer service activities by performing tasks initiated by the general public.

-Provides complete and accurate service to applicants for birth and death certificate requests, amendments, corrections, and court-ordered paternity through the quality review and shipment of records to applicants. Ensures all mail is enveloped and properly secured each day. Sorts, opens, and reviews incoming mail and distributes to appropriate areas. Answers telephone calls and gives appropriate guidance and information to the caller to facilitate resolution of
the issue. Research the various databases to identify a record, order information, and or status of an order.
-Log, document, and file returned mail. Contact customers to verify address information. Prepare logs, reports, and statements for monthly accounting and archiving. Review and approve/disapprove customer applications.
-Apply statutes, rules, policies, and procedures.
-Assist with special projects requiring research, documentation, filing, and organizing.
-Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge of:

-Customer service techniques;
-Use of office equipment and computer
systems
-General office procedures and practices
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skill in:

-Oral and written communication
-Using courtesy and tact when interacting
with internal and external customers
-Use of call center phone system
-Operating a register and cash handling

Ability to:

-Learn general rules, regulations, and
policies and procedures of Vital Records.
-Work in a fast-paced high volume office
setting dealing with the public
-Provide information using oral and written
communication
-Understands written sentences and
paragraphs in work-related documents

- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Minimum high school diploma or equivalent.
5+ years of experience in customer service or 3 years in a customer service call center environment.
Experience with multiple-line telephones, computer,s and technology preferred.

Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S. §36-113.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by email at Tammy.Kaczmarek@azdhs.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

• If you have any questions please feel free to contact Tammy Kaczmarek at Tammy.Kaczmarek@azdhs.gov for assistance