DEPT OF HEALTH SERVICES

Address:  150 N. 18th Ave Phoenix, AZ 85007

Salary: $44,000 

Grade: 17

Closing Date: Open until Filled

This position supports the Bureau of Special Licensing by performing high level customer service activities. The Bureau issues state licenses for over 17,000 professionals and facilities. Will provide courteous, accurate, and timely customer service to the public of the State of Arizona through the understanding of the compliance with statues, rules and regulations, policies and procedures pertaining to the Bureau of Special Licensing. Responsible for the processing and security of customer information, receipts, certified paper, applications, corrections, amendments, and confidential documents pertaining to the Public Health Licensing Services. Researches information on multiple databases, collects fees, records transactions and other information in electronic systems. Participates in answering a high volume of customer calls and responding to email communication providing direction and assistance to each customer in a timely and professional manner. This entails managing the most complex customer service complaints, inquiries and issues that may include specialized instructions. This position may train new support staff within the Bureau and will serve as back up for the Customer Service Supervisor. In addition, other administrative duties and/or special projects as assigned by the supervisor.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

-Process initial and renewal applications. Answers telephone calls and emails and give appropriate specialized guidance and information to the customer to facilitate resolution of the issue. Research the various databases to identify a record, order information and the status of documents. Handles complex customers in a calm, professional manner. Interprets and applies statutes, rules, policy and procedures as appropriate to the job function. May evaluate and recommend changes to processes and procedures.
-Soft, review and process all mail and requests that customers send through the mail and electronically. This includes updating the ASPEN database related to licensing applications.
-Provide administrative duties and/or clerical support for special projects as assigned by the supervisor to include serving as a backup supervisor and training other staff members.
-Prepares documents for public record requests ensuring documents are redacted and the request is inclusive of the documents requested.
-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.

Skills in:

- Oral and written communication.
- Using courtesy and tact when interacting with internal and external customers.
- Use of office phones.
- Use of office equipment and computer systems, operate new computer systems and processing equipment.

Ability to:

- Learn the general rules, regulations, and policies relating to Special Licensing.
- Learn and operate new computer systems and processing equipment.
- Provide information using oral and written communication.
- Listen and interpret information.
- Resolve problems.
- Multi-task with attention to detail.
- 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. Experience with computer and technology preferred.

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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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 calling (602) 542-1085. 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.