Job description
Customer Services Rep V
Under the general direction of the Manager of Administration of the Vital Statistics Section (VSS), the CSR V will assist in preparation of HHSAS Purchase Requisitions and Requisition Entry. Provides administrative support for VSS Mail and Supply operations. Assists in billing, invoices, and documents supporting interagency agreements. Reviews and submits technical/statistical reports as requested. Assists with workflow process to ensure compliance with Texas statutes, policies and procedures, rules and regulations. Responsible for performing highly advanced work assignments and processing high volume advanced customer requests for Birth and Death Certifications. Develops and provides training and may participate in panels for interviewing and selection for the workgroups. Responsible for non-routine correspondence to explain and interpret Texas statues, rules and regulations to customers via telephone, email, direct contact or correspondence. Responds to customer inquiries or complex applications. Performs quality assurance activities and reports results to Manager. Provides backup support for the Section Administration. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Performs other duties as assigned.
Under the general direction of the Manager of Administration of the Vital Statistics Section (VSS), the CSR V will assist in preparation of HHSAS Purchase Requisitions and Requisition Entry. Provides administrative support for VSS Mail and Supply operations. Assists in billing, invoices, and documents supporting interagency agreements. Reviews and submits technical/statistical reports as requested. Assists with workflow process to ensure compliance with Texas statutes, policies and procedures, rules and regulations. Responsible for performing highly advanced work assignments and processing high volume advanced customer requests for Birth and Death Certifications. Develops and provides training and may participate in panels for interviewing and selection for the workgroups. Responsible for non-routine correspondence to explain and interpret Texas statues, rules and regulations to customers via telephone, email, direct contact or correspondence. Responds to customer inquiries or complex applications. Performs quality assurance activities and reports results to Manager. Provides backup support for the Section Administration. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Performs other duties as assigned.
Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
50% Prepares requisitions and performs HHSAS Requisition Entry. Responds to invoice requests for payment and communicates with internal and external stakeholders for quotes, assignments, delivery and completion of requisitions. Assists in preparation of billing, invoices, and documents supporting interagency agreements. Maintains files and post payments for 224 remote birth certification sites and prepares a usage report on a monthly basis. Collects the weekly reports for VSS and verifies completion. Compile’s data and information from regular reports for special reporting needs. Ensures reports are maintained electronically. Performs quality assurance activities and reports results to Manager. Supports carrying out the manager’s expectations of standards of conduct as it pertains to policies, procedures and state statues within the work area.
30% Responsible for performing highly advanced work assignments including logging and processing of Paternities, Adoptions, Birth and Death requests and amendments. Consistently covers overflow of all highly advanced applications for Birth and Death Certifications and Heirloom Birth Certificates. Utilizes Texas Electronic Vital Events Registrar, Word, and Windows to perform technical activities and assigned duties to insure time sensitive processing of customer requests. Provides advanced technical advice and customer assistance to administrative staff, customers, or local registration officials via direct contact, email, telephone or correspondence. Responds to non-routine customer inquiries and complaints and takes appropriate action to ensure inquiry is resolved.
10% Provides backup support for the Section, under Administration. Responsible for adherence to security policy and control of confidential records. Ensures administrative support staff accurately review and analyze applications and/or documentation to verify that statutes are not violated, and high-volume priority requests are expedited. May participate in interviewing and selection process.
10% Conducts other duties and special projects as assigned by Section Director, Administration Director and/or Manager. DSHS employees are expected to support their mission by actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or COOP activation. Such participation may include an alternate shift pattern assignment and/or location.
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
50% Prepares requisitions and performs HHSAS Requisition Entry. Responds to invoice requests for payment and communicates with internal and external stakeholders for quotes, assignments, delivery and completion of requisitions. Assists in preparation of billing, invoices, and documents supporting interagency agreements. Maintains files and post payments for 224 remote birth certification sites and prepares a usage report on a monthly basis. Collects the weekly reports for VSS and verifies completion. Compile’s data and information from regular reports for special reporting needs. Ensures reports are maintained electronically. Performs quality assurance activities and reports results to Manager. Supports carrying out the manager’s expectations of standards of conduct as it pertains to policies, procedures and state statues within the work area.
30% Responsible for performing highly advanced work assignments including logging and processing of Paternities, Adoptions, Birth and Death requests and amendments. Consistently covers overflow of all highly advanced applications for Birth and Death Certifications and Heirloom Birth Certificates. Utilizes Texas Electronic Vital Events Registrar, Word, and Windows to perform technical activities and assigned duties to insure time sensitive processing of customer requests. Provides advanced technical advice and customer assistance to administrative staff, customers, or local registration officials via direct contact, email, telephone or correspondence. Responds to non-routine customer inquiries and complaints and takes appropriate action to ensure inquiry is resolved.
10% Provides backup support for the Section, under Administration. Responsible for adherence to security policy and control of confidential records. Ensures administrative support staff accurately review and analyze applications and/or documentation to verify that statutes are not violated, and high-volume priority requests are expedited. May participate in interviewing and selection process.
10% Conducts other duties and special projects as assigned by Section Director, Administration Director and/or Manager. DSHS employees are expected to support their mission by actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or COOP activation. Such participation may include an alternate shift pattern assignment and/or location.
Knowledge Skills Abilities:
Knowledge of Texas Vital Statistics Statutes.
Knowledge of Texas Vital Statistics policies and procedures.
Knowledge of Vital Statistics security policies and procedures.
Skills to operate a computer and utilize software such as Microsoft Office, Word, Excel, PowerPoint, and Visio.
Skills in management and evaluation of personnel.
Skills in verbal and written communication.
Ability to monitor personnel for adherence to security policies and procedures.
Ability to work with confidential records/files/information.
Ability to plan, and direct personnel; establish priorities, make decisions and recommendations.
Ability to assess workflow and resolve workflow issues.
Ability to effectively communicate with the public and team members.
Ability to establish and maintain effective working relationships with staff and managers.
Ability to provide written and verbal instructions to explain policies and procedures.
Ability to work independently and under minimal supervision.
Ability to make decisions in a fast paced and deadline-oriented environment.
Ability to interpret Texas Vital Statistics Law, policies, procedures and regulations.
Ability to move books weighing 5 to 12 pounds and stand for extended periods of time.
Ability to compose correspondence utilizing Texas Vital Statistics terminology and standard business English.
Ability to communicate on the telephone and in person in a clear and diplomatic manner.
Knowledge of Texas Vital Statistics Statutes.
Knowledge of Texas Vital Statistics policies and procedures.
Knowledge of Vital Statistics security policies and procedures.
Skills to operate a computer and utilize software such as Microsoft Office, Word, Excel, PowerPoint, and Visio.
Skills in management and evaluation of personnel.
Skills in verbal and written communication.
Ability to monitor personnel for adherence to security policies and procedures.
Ability to work with confidential records/files/information.
Ability to plan, and direct personnel; establish priorities, make decisions and recommendations.
Ability to assess workflow and resolve workflow issues.
Ability to effectively communicate with the public and team members.
Ability to establish and maintain effective working relationships with staff and managers.
Ability to provide written and verbal instructions to explain policies and procedures.
Ability to work independently and under minimal supervision.
Ability to make decisions in a fast paced and deadline-oriented environment.
Ability to interpret Texas Vital Statistics Law, policies, procedures and regulations.
Ability to move books weighing 5 to 12 pounds and stand for extended periods of time.
Ability to compose correspondence utilizing Texas Vital Statistics terminology and standard business English.
Ability to communicate on the telephone and in person in a clear and diplomatic manner.
Registration or Licensure Requirements:
N/A
N/A
Initial Selection Criteria:
Graduation from an accredited high school or GED; plus two (2) years of relevant work experience providing customer service via direct contact, correspondence, email and telephone.
Experience interpreting regulations, policies and procedures; local, state or federal legislation; and/or unit rules and regulations.
Experience in organizing workload, setting priorities and meeting deadlines.
Experience utilizing computers with Word, Outlook and Excel.
Experience working with confidential records and information.
Graduation from an accredited high school or GED; plus two (2) years of relevant work experience providing customer service via direct contact, correspondence, email and telephone.
Experience interpreting regulations, policies and procedures; local, state or federal legislation; and/or unit rules and regulations.
Experience in organizing workload, setting priorities and meeting deadlines.
Experience utilizing computers with Word, Outlook and Excel.
Experience working with confidential records and information.
Additional Information:
Requisition #557703
This position is required to be on-site and to ensure business continuity, daily attendance is key.
To be considered for an interview, applicants must demonstrate a clear match to all initial criteria in the EMPLOYMENT HISTORY and SUMMARY OF EXPERIENCE SECTIONS of the application. Resumes will not be considered.
Requisition #557703
This position is required to be on-site and to ensure business continuity, daily attendance is key.
To be considered for an interview, applicants must demonstrate a clear match to all initial criteria in the EMPLOYMENT HISTORY and SUMMARY OF EXPERIENCE SECTIONS of the application. Resumes will not be considered.
MOS Code:
42a
42a
Top 10 Tips for Success when Applying to Jobs at HHSC and DSHS
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
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