Customer Service Representative (HSC 1) DOH8991

The Washington State Board of Nursing protects public health and safety by regulating the competency, licensing, and quality of nurses and nursing assistants. The Customer Service Specialist provides customer service and technical assistance while supporting nursing license applications, renewals, credential verification, public records disclosure, and disciplinary activities.

Responsibilities:

• Provide timely and accurate customer service to applicants, licensees, employers, and members of the public by telephone and through electronic communication
• Explain licensing requirements, processes, procedures, and available resources in clear and accessible language
• Respond to questions and assist customers with resolving licensing and regulatory issues
• Review and process nursing license applications, renewals, and related documentation for completeness and compliance with established requirements
• Provide technical assistance regarding application status, licensing requirements, and credentialing processes
• Verify credentials and enter and maintain accurate licensing information in agency systems
• Provide support for credential verification, public records disclosure, and activities related to the disciplinary process
• Research licensing and regulatory information and provide accurate information to internal and external customers
• Follow established laws, rules, policies, and procedures when handling licensing and regulatory matters

Requirements:

• This home-based (remote) position is open to Washington residents and those living in Oregon and Idaho
• Two years of customer service experience that includes resolving issues and responding to inquiries regarding policies, procedures, and services in a health credentialing program
• One or more years of experience in all the following:
• Experience assessing credentialing or licensing requirements, processes, regulations, and procedures for health care professionals or facilities
• Experience with reviewing documents for completeness and accuracy following established rules and timelines
• Six or more months' experience using computer software as follows:
• Word processing software, such as Microsoft Word, to create, format, edit, preview, print, and save documents. Use standard functions to select, edit, copy, paste, format, and spell check text
• Electronic communications and calendar programs, such as Outlook, to compose, send, and respond to electronic mail, and coordinate schedules and schedule meetings
• Electronic database system to add, update and maintain records
• Accessing and searching the Internet to find and download information and verify information
• Five days per week, M-F to meet business and customer service needs. May occasionally need to work more than 40 hours per week to meet critical deadlines or address workload peaks
• Regular and consistent attendance is required to perform essential functions daily
• Internal or external experience with WABON or DOH credentialing processes and procedures
• Experience in office/clerical, secretarial, or general administrative work in a health care setting
• Experience with maintaining precision and accuracy in data entry, documentation and reporting as a part of daily work to document actions and decisions
• Ability to handle sensitive or confidential information in compliance with privacy and data-security requirements
• Communication skills both written and verbal to provide direction and information to address the needs of various audiences, considering cultural sensitivity, different learning styles, and accessibility requirements
• Experience managing high-volume inquiries while maintaining accuracy, professionalism, and empathy
• One year of experience analyzing data and reports and making recommendations based upon the analysis, identifying deviations from the standard