Call Center Specialist (HSC 1) DOH8726

Call Center Specialist (HSC 1)

Permanent Full-time Hybrid

Protecting and Improving the Health of All Washingtonians

This position serves as an entry level professional promoting and assisting with health licensing a public health program closely linked to the Departments mission by performing credentialing activities including evaluation of applicant ability to qualify as health care practitioners facilities and/or emergency medical providers which tie directly to improving patient safety and fostering access to health care in Washington important priorities for the Department of Health and Washington State. This position is the face and voice of the department and division. Services are provided via telephone I person and electronic methods.

As part of a high performance team the Health Services Consultant 1 (HSC 1) provides accurate and timely consultation/technical services to promote and assist with the evaluation of program effectiveness quality and compliance for all Health Services Quality Assurance (HSQA)Division services.

What Youll Do

• Review evaluate and assess incoming applications for completeness related to criminal history and previous administrative licensing actions and adherence to established departmental policy procedure state laws regulations and other credentialing requirements standards and practices.
• Verify and obtain information about applicants/applications by searching on-line databases and other resources and by communicating with representatives of DOH programs state and local government agencies educational and credentialing/licensing institutions and other outside organizations.
• Initiate or explain actions necessary for applications to achieve eligibility/compliance.
• Provide written and verbal correspondence and outreach to internal and external customers. Provide application status updates to applicants.
• Explain complex laws and regulations to inquiring providers interested parties and other government entities.
• Provide consultation and education on health care professional and/or facilities background checks and review required for credentialing to providers customers interested parties and/or other external bodies including out of state and in-state verification of employment

Bring your efficiency accuracy and overall quality improvement tools to a team that makes a difference.

Location and Flexibility:Enjoy the flexibility of our hybrid work environment where you can balance working from home and collaborating in the office. It is anticipated that youll be expected at the DOH facility located inTumwater WAfor work activities up to4-5 days monthly.

Required Qualifications (you must meet ONE of the provided options and any additional criteria listed.):

Experience defined below may have been gained through paid or unpaid activities. Please ensure any relevant experience defined below is outlined in your cover letter resume and/or applicant profile.

1. Two or more years of experience resolving customer inquiries problems or complaints.
2. One or more years of experience preparing correspondence and answering telephones daily.
3. Two or more years of experience using standard office software including:
   • Spreadsheet software such as Microsoft Excel to create modify print and format spreadsheets and work with basic formulas data and functions.
   • Word processing software such as Microsoft Word to create format edit preview print and save documents as well as using standard functions to select edit copy paste format create tables use spell check and create bulleted and numbered lists.
   • Email software such as Microsoft Outlook to compose and respond to correspondence electronically
   • Entering tracking and monitoring information in a database.
   • Using the internet as a research tool to find and download information.

Competencies (Knowledge Skills Abilities and Behaviors)

• Ability to learn retain and apply new information regarding procedures rules policies and requirements for credentialing multiple health care professionals.

• Must stay current with and be able to explain HSQA credentialing processes and procedures applying commonly-used concepts practices and procedures within a particular field of health professions regulation.

• Ability to function independently and make decisions in absence of supervisor.

• Ability to work under pressure to meet strict guidelines while maintaining the integrity of the guidelines.

• Ability to work within a secure work environment with highly sensitive and confidential materials.

• Computer Skills - Able to accurately enter data into a computer; able to navigate and utilize word processing database and internet programs.

Preferred Qualifications:

• AA degree or two years of higher education (quarter/semester credit equivalency).

• One or more years of experience reviewing documents and taking appropriate action based on an analysis of the information.

• Two or more years of experience working in a call center environment.

Benefits and Lifestyle

We prioritize your work-life balance and offer one of the most competitive benefits packages nationwide tailored to support your lifestyle. Discover more about Why DOH by visiting.

We are the Washington State Department of Health (DOH)

At DOH we safeguard public health in an ever-evolving world. Through collaboration with local health jurisdictions and state federal and private partners our programs and services impact every Washingtonian and visitor daily. Were driven by Equity Innovation and Engagement as outlined in ourTransformational Plan for the future of Washington health.

Conditions of Employment:

A background check including criminal record history will be conductedafter a conditional offer of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.

This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.

I am prepared with or without accommodations to do the following:

• Commit to a full-time 40-hour workweek schedule (flexible work schedule requests must be approved by the supervisor).
• Communicate through applications such as MS Teams and MS Outlook and by phone while working remotely.
• Adjust my work schedule occasionally to align with business needs which may entail working evenings and weekends.
• This position is eligible for teleworking.
• Perform my job duties either remotely from home or in person at the designated DOH site location.
• Occasional travel may be necessary sometimes requiring overnight stays or trips out of state. You must be able to legally drive a vehicle or arrange alternative transportation for state business.
• Engage in emergency response exercises and high-priority assignments as assigned during emergency events.

APPLICATION DIRECTIONS:

To apply click Apply and complete the application. Attach your resume and cover letter.

In your Applicant Profile include at least three professional references (including a supervisor a peer and someone youve supervised or led if applicable). Please do not include private information such as social security number or year of birth.

Doattach the following:

• Resume
• Cover letter
• DD-214 (if applicable)

Veterans Preference: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy) NGB 22 or a signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and birth year

Do notinclude or attach the following these documents or details will not be reviewed:

• REMOVE personal photos do not submit any documents containing personal photos.
• Transcripts (unless specifically requested in the Application Directions)
• Certifications or Diplomas
• Projects or Portfolios
• Letters of Recommendation

Equity Diversity and Inclusion: We regard diversity as the foundation of our strength recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.

DOH is an equal opportunity employer. We prohibit discrimination based on race/ethnicity/color creed sex pregnancy age religion national origin marital status the presence or perception of a disability veterans status military status genetic information sexual orientation gender expression or gender identity.

Questions and Accommodations:If you have questions need assistance with the application process require an accommodation or would like to request this posting in an alternative format please contact Kristina Cox at and reference the recruitment number (DOH8726).

Technical Support: Reach out to NEOGOV directly at 1- for technical support and login issues.

This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled the candidate pool may be used to fill additional open positions for the next sixty (60) days.

Only applicants who follow the directions and complete the Application Process in full will have their responses reviewed for consideration.

Experience and education selected listed or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.