Title: Call Center Representative

State Role Title: Admin and Office Spec III

Hiring Range: Minimum $45,164 commensurate with experience

Pay Band: 3

Agency: Dept of Health Professions

Location: Dept of Health Professions

Agency Website: www.dhp.virginia.gov

Recruitment Type: General Public - G

Job Duties

A satisfying and rewarding employment opportunity awaits you at the Virginia Department of Health Professions!

The Virginia Department of Health Profession's (DHP) mission is to ensure safe and competent patient care by licensing health professionals, enforcing standards of practice, and providing information to health care practitioners and the public.

The Call Center Representative will collect and disseminate information required for online licensure application, renewal and the Practitioner Profile database. In addition, this position will provide technical online system usage support including browser setting guidance and web site navigation to licensees of all thirteen boards as it relates to online licensure transactions (renewals, initial applications, ECI, change of address). Also included in duties are assisting consumers/licensees with telephonic and electronic inquires and maintaining familiarity with changes of Boards' laws and regulations and Boards' licensing fees.

Minimum Qualifications

• Strong customer service skills
• Must possess accurate and strong data entry skills
• Demonstrated word processing skills in a Windows environment (Microsoft Office Suite required)
• Excellent oral and written communication skills including demonstrated ability to compose letters and emails to licensee and public
• Effective organizational skills
• Must be able to meet deadlines/turnaround times
• Ability to identify, address, and resolve citizen/licensee problems via telephone and electronic mail
• Demonstrated ability to work independently and to handle multiple responsibilities in a fast-paced environment
• Demonstrated ability to work effectively in a team environment
• Ability to track multiple projects
• Ability to collect information and compose reports
• Ability to handle confidential information

Additional Considerations

• Experience working with professional licensure.
• Prior experience working with MyLicense Office.
• Experience tracking/reporting statistics.
• Experience working with Microsoft Office Suite.
• Prior Call Center experience handling large volume of phone calls and emails.
• Prior computer Help Desk experience dealing with online processing of applications and renewals.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

DHP accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history and duties/responsibilities which indicates your qualifications for this position. Please be as detailed as possible in your application. Assumptions will not be made regarding your experience.

· As an employee of this agency, you are required to review and sign the Department's Confidentiality Statement, which will be retained in your personnel file.
· As an employee of this agency, you are required to review and sign the Agency's Code of Ethics, which will be retained in your personnel file.
· As an employee of this agency, you are required to successfully complete computer systems security training prescribed by this agency and in accordance with the Virginia Information Technologies Agency (VITA). Successful completion of initial training and any subsequent updates is a condition of employment.”
A criminal background is required for this position

Contact Information

Name: Human Resources

Phone: 000-000-0000

Email: recruitment@dhp.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.