Customer Service Unit Team Lead

About Us:

The Ohio Board of Nursing's top priorities are to efficiently license the nursing workforce and remove unsafe practitioners from practice in a timely manner to protect Ohio patients. Public protection is critical, as nursing touches virtually every citizen of Ohio.

OCSEA Selection Rights:

This position shall be filled in accordance with the provisions of the OCSEA Collective Bargaining Agreement. The Ohio Board of Nursing's Bargaining Unit Members have selection rights BEFORE non-bargaining unit members. All other applications will only be considered if an internal bargaining unit applicant is not selected for this position.

What You'll Do:

Serves as Team Lead for the Customer Service Unit; performs non-routine administrative tasks (i.e., independently formulates decisions &/or judgments involving non-legal interpretation of policies & procedure as they relate to the customer service function to resolve problems, prepare correspondence &/or reports or to carry out other assignments such as template updating, assigning work, auditing, renewal work & software testing; researches & analyzes customer service program, procedures & policies; communicates decisions, directives &/or assignments to customer service unit staff; trains employees. Performs public relations duties; researches & responds to inquiries & complaints; furnishes information & explains programs to the public and licensees. Coordinates & performs non-routine clerical duties related to customer service of licensees; coordinates with & verifies information received from various state & external entities; responds to non-routine & sensitive telephone; written & in-person inquiries concerning licensure. Handles escalated calls & correspondence. Performs other duties as assigned (e.g., routine clerical duties relative to the licensure process, processing changes of records for registered & practical nurses on the master file, computerized licensure system, responds to routine telephone, written & in-person inquiries concerning initial licensure; composes & produces correspondence).

What’s in it for you:

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

Medical Coverage

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

Knowledge of English grammar & composition; arithmetic that includes addition, subtraction, multiplication & division; records management; business communications; administrative practices & procedures*; general office practices & procedures; agency-specific office practices & procedures*; budgeting*; government structure & process*. Skill in keyboarding; business office software applications (e.g., Microsoft Office); operation of personal computer & office machines (e.g., transcribing equipment, calculators). Ability to deal with problems involving several variables within familiar context; apply principles to solve practical, everyday problems; interpret instructions in written or oral form; write routine business letters following standard procedures; complete routine forms or records; make appointments; arrange items in numerical or alphabetical order; move fingers easily to perform manual functions; assess questions & provide appropriate information or referral.
(*)Developed after employment.

Unless required by legislation, the selected candidate will begin at Step 1 of the assigned pay range with an opportunity for a pay increase after six (6) months of satisfactory performance and then a yearly increase thereafter.

The State of Ohio is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, sexual orientation, genetic information, religion, age, disability or military status.

If contacted for an interview, an applicant that requires special accommodations, due to a disability, should notify the office so that the proper arrangements can be made.

Selected applicant must successfully complete a criminal background check.