Job Description - Customer Service Assistant 1 (p.n. 20079297) (220000V9) **Job Description**

**Primary Location**

: United States of America-OHIO-Franklin County-Columbus **Work Locations**

: James A Rhodes Office Tower 13 30 East Broad Street 13th Floor Columbus43215 **Organization**

: Developmental Disabilities - Central Office Classified Indicator : Classified Bargaining Unit / Exempt : Bargaining Unit **Schedule**

: Full-time Work Hours : 8:00 a.m. - 5:00 p.m. Compensation : $18.84 **Unposting Date**

: Mar 8, 2022, 4:59:00 AM **Job Function**

: Customer Service **Job Level**

: Individual Contributor Agency Contact Name : Ohio Department of Developmental Disabilities/Division of Human Resources Agency Contact Information : (614) ###-#### Customer Service Assistant 1 (p.n. 20079297) ( 220000V9 ) **Job Duties**

**Current Department of Developmental Disabilities OCSEA employees shall receive first consideration pursuant to Article 17 of the collective bargaining agreement.**

**Hourly wage will be paid at step 1, unless otherwise specified by collective bargaining agreement or rules outlined in the ORC/OAC.**

Provides information & process requests that do not required in-depth knowledge of applicable federal/state laws, rules, policies, procedures or legal interpretations to respond to inquiries, request &/or complaints from customers (e.g., CMS reports, waiver status reports, level of care documents, letters to consumers, email to Ohio Department of Medicaid (ODM), etc.); proofreads work & makes all appropriate changes to ensure correspondence, reports & documents are appropriate & error-free. Develops & completes forms (i.e., gathers & tabulates statistics in order to prepare management reports for programs in Medicaid Development & Administration on a weekly, monthly, quarterly basis & as needed). Maintains Home & Community Based Services (HCBS) waiver information & data, prior authorization information & data, hearing information & data, & preadmission screening & resident review (PASRR) information & data on appropriate personal computer based automated system. Cross-references data on spreadsheets & other reports with documentation in file folders to ensure accuracy of electronically entered data. Enters information into Waiver Tracking System or other appropriate tracking system for each individual who requests waiver enrollment, prior authorization, PASRR, & for each individual whose hearing decision is forwarded to the department from ODM.

Maintains organization of filing material by utilizing appropriate checklist &/or following office procedures & tracking systems. Prepares & maintains file folders or electronic filing system for HCBS waiver programs administered by DODD, prior authorization program, PASRR, & hearing decisions (i.e., inserts appropriate documents; reviews for completeness [i.e., waiver packets, prior authorization requests & PASRR requests]; pulls file folders or notifies other staff that electronic filing has been completed). Maintains automated system of folder location & information (either file folder or electronic file). Creates, retrieves & re-files (either paper or electronic) materials, manuals, correspondence & other documentation as requested by immediate supervisor. Establishes & maintains a filing system to ensure established due dates for program eligibility are met, follows-up & advises supervisor appropriately, if problems arise.

Performs general clerical tasks as assigned (e.g., photocopying documents & reports; opening mail; & sorting by type of work; distributing incoming mail & facsimiles; answers telephones & provides assistance to customers, or routes calls to appropriate staff member; prepares bulk mailings). Completes other duties as assigned by immediate supervisor or Deputy Director of Medicaid Development & Administration.

**Qualifications**

3 mos. trg. or 3 mos. exp. in office practices & procedures; 1 course or 3 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 1 course or 3 mos. exp. in typing, keyboarding, data entry or word processing; 1 course or 3 mos. exp. in operation of personal computer.

-Or equivalent of Minimum Qualifications for Employment noted above.

Note: in the telecommunications section, within the Ohio Department of Public Safety, employees will automatically be reassigned to the Customer Services Assistant 2, 64432 classification after serving 6 months as a Customer Service Assistant 1, 64431.

Knowledge of office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed;* typing/keyboarding. Skill in operation of office equipment (e.g., multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine);* operation of personal computer or computer terminal. Ability to apply applicable laws, rules, policies & procedures to respond to inquiries, requests &/or complaints &/or process transactions involving several variables within familiar context; handle routine contacts in writing &/or by telephone, teletype, e-mail, in-person &/or other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks.

(*) Developed after employment.

**Unusual Working Conditions****:**

**Confined to work area for long periods of time.**

No additional materials will be accepted after the closing date; in addition, you must clearly demonstrate how you meet minimum qualifications.

Background Check Information ***The final candidate selected for the position will be required to undergo a criminal background check. Rule 5123:2-2-02, Background Investigations for Employment, outlines disqualifying offenses that will preclude an applicant from being employed by the Department of Developmental Disabilities.***