DEPT OF HEALTH SERVICES

Address: 150 North 18th Avenue
Phoenix, Arizona 85007

Salary: $38,500 

Grade: 15

Closing Date: 

This position is responsible for processing user requests for funeral homes, hospitals, county partners and internal users, granting
access to the BVR registry and issuance systems. This position provides courteous, accurate, and timely customer service to the public
of the State of Arizona while answering calls using the BVR call center system. This entails managing a high volume of customer calls
that come into the call center while providing direction and assistance to each caller in a timely and professional manner. The
incumbent will comply with statutes, rules, regulations, policies and procedures. Will provide entry level customer service activities by
performing tasks initiated by the general public.

Processes all user requests to the BVR registration and issuance systems for birth and death, for external stakeholders and internal staff.

Processes issuance requests for birth and death records from the public.

Answers telephone calls and gives appropriate guidance and information to the caller to facilitate resolution of the issue.

Research the various databases to identify a record, order information and or status of an order.

Completes Funeral Home and Hospital corrections, and sends funeral home report card notifications.

Apply statutes, rules, policies and procedures.

Assist with special projects requiring research, documentation, filing, and organizing.

Knowledge of:
-Customer service techniques;
-Use of office equipment and computer systems
-General office procedures and practices
- Performance Management (PM), and
Continuous Quality Improvement (CQI) and Lean methodologies.

Skill in:
-Oral and written communication
-Using courtesy and tact when interacting with internal and external customers
-Use of call center phone system
-Operating a register and cash handling

Ability to:
-Learn general rules, regulations, policies, and procedures of Vital Records.
-Work in a fast-paced volume office setting dealing with the public
-Provide information using oral and written communication
-Understands written sentences and paragraphs in work-related documents
- Support a diverse multicultural workforce that reflects the community, and promotes equal
opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Minimum high school diploma or equivalent.
5+ years of experience in customer service or 3 years in a customer service call center environment.
Experience with multiple line telephones, computer and technology preferred.

Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

- To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.