State of Ohio
Customer Service Supervisor (PN 20014064)
State of Ohio, Columbus, Ohio, United States, 43224
Job Description - Customer Service Supervisor (PN 20014064) (250009KT)
Customer Service Supervisor (PN 20014064) (250009KT)
About Us Customer Service Supervisor
Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.
The Bureau of Maternal, Child, and Family Health (BMCFH)/ Complex Medical Help (CMH) is organized to support families by improving birth outcomes and the health status of women, infants, children, and youth, including children and youth with complex health care needs. Using data and proven practice, the bureau’s programs support the delivery of direct services, linkages and referrals, population-based supports, program evaluation, education, monitoring and quality oversight, and policy and systems development.
What You’ll Do The Complex Medical Help (CMH) program is looking to fill the position of Customer Service Supervisor to provide leadership, oversight, and expertise for complex public inquiries and case processing. Duties include:
Lead and support a team that handles complex medical and financial inquiries, ensuring families and providers receive accurate, timely information.
Apply federal and state regulations to resolve challenges or escalated cases.
Supervise daily operations by setting priorities, assigning work, and ensuring cases are completed accurately and on time.
Train, coach and develop staff while fostering a collaborative, service focused work environment.
Partner with internal teams and external organizations to coordinate case processing and improve service delivery.
Improve policies, procedures and workflows to enhance efficiency, quality, and customer experience.
Monitor performance metrics and prepare reports to support data-driven decisions.
Provide guidance and technical support to staff, providers, and the public regarding program processes.
Why Work for the State of Ohio 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
Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
Childbirth, Adoption, and Foster Care leave
Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)
*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.
Qualifications Position Qualifications:
12 months training or 12 months experience as ombudsman in a governmental agency or private sector.
12 months experience as Customer Service Assistant 3, 64433, for assigned agency.
Equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills:
Customer Service
Technical Skills:
Public Relations, Compliance Enforcement, Investigation, Research
Professional Skills:
Analyzation, Collaboration, Confidentiality, Verbal Communication, Written Communication
Educational Transcript Requirements Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration. Official educational transcripts are considered “official” only if they are an original copy from the educational institution and include an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution’s website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity’s award of a putative degree.
Supplemental Information ALL ANSWERS TO THE SUPPLEMENTAL QUESTIONS MUST BE SUPPORTED BY THE WORK EXPERIENCE/EDUCATION PROVIDED ON YOUR CIVIL SERVICE APPLICATION. Unless required by legislation, the selected candidate will begin at Pay Grade 10, Step 1 of the Exempt Pay Range Schedule ($26.92 per hour), with an opportunity for pay increase after six months ($28.40 per hour) of satisfactory performance and then a yearly raise thereafter.
Application Procedures All applicants must submit a completed Ohio Civil Service Application using the TALEO System. Paper applications will not be considered. Applicants must clearly indicate how they meet the minimum qualifications and/or position specific minimum qualifications. Applicants are also encouraged to document any experience, education and/or training related to the job duties above. An assessment of these criteria may be conducted to determine the applicants who are interviewed.
Status of Posted Position You can check the status of your application online by signing into your profile. Jobs you applied for will be listed. The application status is shown to the right of the position title and application submission details.
Background Check Notice 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.
ADA Statement 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.
Drug-Free Workplace 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.
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Customer Service Supervisor (PN 20014064) (250009KT)
About Us Customer Service Supervisor
Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.
The Bureau of Maternal, Child, and Family Health (BMCFH)/ Complex Medical Help (CMH) is organized to support families by improving birth outcomes and the health status of women, infants, children, and youth, including children and youth with complex health care needs. Using data and proven practice, the bureau’s programs support the delivery of direct services, linkages and referrals, population-based supports, program evaluation, education, monitoring and quality oversight, and policy and systems development.
What You’ll Do The Complex Medical Help (CMH) program is looking to fill the position of Customer Service Supervisor to provide leadership, oversight, and expertise for complex public inquiries and case processing. Duties include:
Lead and support a team that handles complex medical and financial inquiries, ensuring families and providers receive accurate, timely information.
Apply federal and state regulations to resolve challenges or escalated cases.
Supervise daily operations by setting priorities, assigning work, and ensuring cases are completed accurately and on time.
Train, coach and develop staff while fostering a collaborative, service focused work environment.
Partner with internal teams and external organizations to coordinate case processing and improve service delivery.
Improve policies, procedures and workflows to enhance efficiency, quality, and customer experience.
Monitor performance metrics and prepare reports to support data-driven decisions.
Provide guidance and technical support to staff, providers, and the public regarding program processes.
Why Work for the State of Ohio 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
Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
Childbirth, Adoption, and Foster Care leave
Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)
*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.
Qualifications Position Qualifications:
12 months training or 12 months experience as ombudsman in a governmental agency or private sector.
12 months experience as Customer Service Assistant 3, 64433, for assigned agency.
Equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills:
Customer Service
Technical Skills:
Public Relations, Compliance Enforcement, Investigation, Research
Professional Skills:
Analyzation, Collaboration, Confidentiality, Verbal Communication, Written Communication
Educational Transcript Requirements Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration. Official educational transcripts are considered “official” only if they are an original copy from the educational institution and include an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution’s website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity’s award of a putative degree.
Supplemental Information ALL ANSWERS TO THE SUPPLEMENTAL QUESTIONS MUST BE SUPPORTED BY THE WORK EXPERIENCE/EDUCATION PROVIDED ON YOUR CIVIL SERVICE APPLICATION. Unless required by legislation, the selected candidate will begin at Pay Grade 10, Step 1 of the Exempt Pay Range Schedule ($26.92 per hour), with an opportunity for pay increase after six months ($28.40 per hour) of satisfactory performance and then a yearly raise thereafter.
Application Procedures All applicants must submit a completed Ohio Civil Service Application using the TALEO System. Paper applications will not be considered. Applicants must clearly indicate how they meet the minimum qualifications and/or position specific minimum qualifications. Applicants are also encouraged to document any experience, education and/or training related to the job duties above. An assessment of these criteria may be conducted to determine the applicants who are interviewed.
Status of Posted Position You can check the status of your application online by signing into your profile. Jobs you applied for will be listed. The application status is shown to the right of the position title and application submission details.
Background Check Notice 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.
ADA Statement 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.
Drug-Free Workplace 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.
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