DHS Customer Service Specialist

Job Description

IMPORTANT NOTICE: Arlington County requires all applicants to thoroughly complete each section of the application, including prior job responsibilities, duties, and supplemental questions. While you may attach a resume, it will not replace a completed application. Incomplete applications will not be considered.

Are you an experienced bilingual administrative support professional who enjoys working in a high-volume office with a variety of tasks? If so, Arlington County's Department of Human Services (DHS) has the perfect opportunity for you!

DHS Public Health Division is seeking a Bilingual Customer Service Specialist to support the Community Health Services Bureau as part of the Administrative Support Services Team. The Customer Service Specialist serves as a first point of contact for culturally diverse customers, both internal and external seeking information, referrals, and other services. This employee will embrace the use of multiple technology applications used for an array of administrative and clinical duties.

To learn about Public Health services, please visit here .

Responsibilities

Specific duties include:

• Answering internal and external customer inquiries via in person, telephone and/or email;
• Performing screening of visitors to determine program needs and referring them to appropriate staff;
• Entering new and existing customer information in the departments Client Service Entry software (WEBVISION);
• Ensuring documents have been completed and signed by customers;
• Obtaining and verifying program required documents and insurance information from customers;
• Creating and preparing clinical records for newly admitted and returning customers, in accordance with County, State and Federal guidelines;
• Collecting and verifying payments (cash, check, credit card) received from customers for clinic services;
• Reconciling program payments received with the daily reconciliation report from Web Vision; and
• Performing other related duties as required or as directed to support the day-to-day operations of the Public Health Division.
  
  

The Ideal Candidate The Following

• Excellent oral and telephone communication skills; and
• Ability to remain professional and calm in a high volume, fast-paced customer service environment.
  
  

About DHS

Arlington County DHS is committed to delivering client services in an effective, equitable, respectful, and trauma-informed manner. Our staff is dedicated to ensuring our clients are approached, engaged and cared for in ways that demonstrate competency, sensitivity and awareness of factors which impact the client experience including but not limited to: cultural identity, gender, racial, and ethnic diversity, religious/spiritual ascription, physical capability, cognitive and literacy levels, sexual orientation, and linguistic needs.

Qualifications

Minimum Requirements:

• This position requires bilingual ability in English/Spanish;
• Completion of the requirements for graduation from a standard senior high school or vocational school, a GED certificate, or the equivalent; plus
• Some experience providing administrative support and customer service in a human services environment.
  
  

Substitution: Successful completion of college coursework from an accredited college or university may be substituted for the experience requirement.

Desirable: Preference may be given to candidates with experience in one or more of the following:

• Utilizing multiple technology sources and databases to enter and update data (i.e. MS Access or similar database);
• Using Microsoft Word and Excel to produce correspondence, spreadsheets and other sensitive and/or confidential documents;
• Using Five9 (call center), Webvision and VVESTS (Virginia Vital Events and Screening Tracking System); and/or
• Completing customer financial transactions and detailed applications/forms for submission to state agencies.
  
  

Special Requirements

EPI Assessment: To be considered for this position, you must achieve a passing score on the Employee Preferences Inventory (EPI) Assessment. Please note the following:

• Scores are valid for one calendar year.
• You cannot retake the assessment until one year has passed since your last attempt.
• If you have completed the EPI within the past year, you do not need to retake it.
• If you have not taken the EPI during the past year, you will receive an email with instructions and a deadline for completing the assessment.
• Failure to complete the EPI by the deadline provided to you in email will disqualify you from this recruitment process.
  
  

A pre-hire background check will be made on all candidates who are selected for employment. It may include checks of the following: criminal record, driving record, education, professional licensure, and credit history. You may be required to sign a release authorizing the County to obtain your background information. Additionally, you will be required to complete a State of Virginia Central Registry Check.

Language Assessment: An assessment of oral Spanish proficiency will be required before a candidate can be appointed to bilingual positions. Incumbents in bilingual positions will receive the language pay premium on all hours worked and on paid leave hours.

Additional Information

Work Hours: 8:00 am to 5:00 pm, Monday through Friday. Flexibility with work hours is required due to clinic schedules and the nature of Public Health work. Some telework may be available contingent upon workload and supervisor approval.

The official title of this position is DHS Customer Service Specialist.

Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position. Please do not give "see resume" as a response to the questions. Incomplete applications will not be considered.

Please Note: This recruitment will be used to fill one bilingual (English/Spanish) position and may be used to fill current and future comparable vacancies, including non-bilingual and bilingual (English/Spanish) positions.