Job Description - Customer Service Assistant 2 - Multiple Positions (210008ZC) **Job Description**

**Primary Location**

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

: Lazarus 4 50 West Town Street Columbus 43215 **Organization**

: Ohio Department of Medicaid Classified Indicator : Classified Bargaining Unit / Exempt : Bargaining Unit **Schedule**

: Full-time Work Hours : 8:00AM - 5:00PM Compensation : $19.72/hour **Unposting Date**

: Ongoing **Job Function**

: Customer Service **Job Level**

: Individual Contributor Agency Contact Name : ODM Human Resources Agency Contact Information : HumanResources@medicaid.ohio.gov Customer Service Assistant 2 - Multiple Positions ( 210008ZC ) **Job Duties**

**UNLESS REQUIRED BY LEGISLATION OR UNION CONTRACT, STARTING SALARY WILL BE SET AT STEP 1 OF THE PAY RANGE**

**THIS POSITION WILL REPORT TO ODM'S OFFICE LOCATED AT 50 WEST TOWN ST. COLUMBUS, OH 43215**

**THERE ARE MULTIPLE POSITIONS AVAILABLE**

**Office:** Operations

**Bureau:** Eligibility Operations

**Working Title:** Customer Service Assistant 2

The Ohio Department of Medicaid (ODM) is committed to improving the health of Ohioans and strengthening families through quality care.

ODM delivers health care coverage to approximately 3 million residents of Ohio on a daily basis through active providers. Ohioans covered by Medicaid include low-income individuals, pregnant women, infants, children, older adults, and individuals with disabilities. Ohio Medicaid provides benefits including preventative care, medically necessary services, behavioral health services, prescription medications, and more. ODM is committed to serving Ohios taxpayers and families. Learn more about ODM by visiting .

ODM is seeking qualified individuals to assist Ohioans with their Medicaid benefits.

**Major Duties and Responsibilities:**

This job will be part of our Case Processing team. In this job, you will:

* Work in a customer service unit which may require taking incoming calls/make outgoing calls

* provide direct and indirect support to Ohioans interested in Medicaid benefits

* learn about Ohio Medicaid programs

* review documentation provided by customers

* enter and verify customer information

* research and respond to written program and case-specific inquiries

* respond to emails, process paperwork, and track and report statistical data.

The ideal candidate should be able to work independently, have strong critical thinking skills, good attention to detail, and be proficient with computers. They must be committed to learning about Ohio Medicaid programs in order to provide exceptional service to their fellow Ohioans.

**Qualifications**

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. 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 laws, rules, policies &/or procedures applicable to routine & non-routine inquiries, requests, complaints &/or transactions involving variety of variables within familiar context; handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing &/or by telephone, teletype, e-mail, in-person contacts &/or by 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.

**Supplemental Information:**

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.

Candidates are required to live within the State of Ohio. Applicants residing in other states will not be considered.

Attachments to your application are no longer accepted. Please be sure to provide detail in the job history section of the application.

All answers to supplemental questions MUST be supported by the work experience/education provided on your civil service application.

The Ohio Department of Medicaid is committed to providing access, equal employment opportunity and reasonable accommodation for individuals with disabilities. To request a reasonable accommodation, contact the Bureau of Human Resources at HumanResources@medicaid.ohio.gov prior to testing or interview.

Background Check Information The final candidate selected for this position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.