Customer Svcs Specialist Int

Job Details

Working Title: Customer Svcs Specialist Int
Job Class: Customer Service Specialist, Intermediate
Agency: Nursing Board

• Job ID: 77456
• Location: Mendota Heights
• Telework Eligible: Yes/ hybrid telework is available after completing 6 months of probation
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 09/10/2024
• Closing Date: 09/17/2024
• Hiring Agency/Seniority Unit: Nursing Board / Nursing Board-AFSCME
• Division/Unit: Nursing Office Manager / Licensure
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $19.57 - $25.95 / hourly; $40,862 - $54,183 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: Board of Nursing
• FLSA Status: Nonexempt
• Designated in Connect 700 Program for Applicants with Disabilities : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Job Summary

This position was previously posted from 6/11/24 - 6/20/24. Those who applied during that time are still under consideration and do not need to reapply.

The Customer Service Specialist, Intermediate supports public health and safety by receiving, evaluating and processing licensure and registration information and applications. The incumbent works to identify and prevent potential fraud, deception and/or misrepresentation attempts and helps to ensure professional integrity and nursing safety. Failure to detect and prevent fraud, deception and/or misrepresentation can significantly compromise patient safety. The incumbent works in a call center environment most of time and supports a variety of external and internal customers including applicants and licensees, consumers, employers of nurses, other state boards of nursing, NCSBN and its agents, other government agencies and Board staff in compliance with Minnesota statutes and rules. Responsibilities include but are not limited to:

• Receive, review, evaluate and process applications for licensure and renewal, ensuring all licensing requirements are met.
• Respond to diverse external and internal inquiries regarding all aspects of licensure and registration processes and requirements.
• Generate reports and documents to facilitate licensure processes and procedures.
• Perform data entry and record keeping responsibilities in a timely and accurate manner.
• Facilitate resolution of data-entry related problems.
• Serve as a resource on operational procedures and interface with peers and cross-functional groups within the Board to identify and resolve issues in an agency-coordinated manner.

Qualifications

Minimum Qualifications

• Knowledge of communications sufficient to: (1) write, prepare, and edit materials, using correct spelling, punctuation, grammar, and sentence construction; (2) communicate effectively with internal and external customers; and (3) explain the reasons for transactions and procedures, rules, and regulations so others understand the information they are being given.
• Customer service skills sufficient to (1) provide prompt, courteous and accurate information to customers on the phone, in-person, through e-mail and other written correspondence; and (2) effectively communicate and elicit information with tact and diplomacy in difficult situations and efficiently resolve customer problems.
• Skills in data entry sufficient to enter data into specific data fields or into a database management system with accuracy.
• Skills in using word processing software such as Microsoft Word sufficient to prepare letters, reports, correspondence, and other documents that are grammatically correct, in proper format, and free of spelling errors.

Preferred Qualifications

• Microsoft Office skills at an intermediate level.
• Experience working in a call center environment.
• Experienceinterpreting and applying laws and rules related to licensure.
• Experience working in a customer service capacity effectively handlingdifficult situations,usingcomputer software systems andsolving problemsindependently and in a professional manner.
• Demonstrated attention to detail and accuracy sufficient to review, evaluate and process licensure applications ensuring applicants meet all applicable laws and rules.
• Experience using web, online and data entry software tools to perform tasks or research.
• Experience using or knowledge of medical terminology.
• Good interpersonal and problem-solving skills in dealing with customers in a manner that is non-escalating, helpful and directed toward customer satisfaction.
• Ability to discern appropriate application of laws, rules, standards, policies, and procedures and explain requirements to customers.
• Ability to work in a call center environment.

Physical Requirements

• Ability to lift 10-25 lbs at times.
• Ability to regularly use phone and computer for extended time periods.

Additional Requirements

This position requires successful completion of pre-employment reference checks. To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

Application Details

How to Apply

Select "Apply for Job" at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us . For additional information about the application process, go to http://www.mn.gov/careers .

Contact

If you have questions about this position, contact Nella Austin at nella.austin@state.mn.us and Jessica Fenlon at jessica.fenlon@state.mn.us .

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Nella Austin at nella.austin@state.mn.us and Jessica Fenlon at jessica.fenlon@state.mn.us .

About Nursing Board

The Minnesota Board of Nursing exists to protect the public's health and safety through regulation of nursing, education, licensure and practice. The board conducts business through five major service areas: credentialing, education, discipline/complaint resolution, nursing practice and data.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
  • Fertility care, including IVF
  • Diabetes care
  • Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov )

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.