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Customer Service Team Lead

1 month ago

Richmond Heights, Virginia, United States Commonwealth of Virginia Full time

Job Summary

The Virginia Department of Health Professions is seeking a highly skilled and experienced professional to serve as a key member of the Board of Medicine's Customer Service Unit. As a Customer Service Team Lead, you will be responsible for providing exceptional support to the public, applicants, and licensees by providing solutions to team members and technical expertise on all aspects of licensing/registration/certification for the 22 professions under the jurisdiction of the Board.

Key Responsibilities

  • Provide team leadership for the Board of Medicine's Customer Service Unit, serving as the first line responders to the public, applicants, and licensees.
  • Provide solutions to team members and technical expertise on all aspects of licensing/registration/certification for the 22 professions under the jurisdiction of the Board.
  • Coordinate and monitor the operations for the Board's main email box, call center, daily mail, e-fax, wall certificate, and license distribution to ensure efficiency.
  • Update the licensing database when processing name and address changes, process out-of-country verifications, and ensure date of death notices are substantiated before they are processed according to Board procedures.
  • Process expert witness requests within 5-7 workdays and independently communicate with attorney's offices to obtain the required supporting documentation.
  • Serve as backup to the Executive Assistant to process travel authorization requests and reimbursement vouchers when necessary.
  • May also staff meetings in the Executive Assistant's absence.

Requirements

  • Considerable customer service experience within a fast-paced office environment.
  • Working knowledge of licensing principles and practices within a regulatory office environment.
  • General working knowledge of state laws, regulations, and policies pertaining to medical and allied licensing.
  • Ability to apply this information in response to customer contacts, via phone or written correspondence.
  • Strong problem resolution skills and ability to research relevant documentation to ensure quality service.
  • Strong ability to effectively and tactfully communicate orally and in writing.
  • Demonstrated interpersonal skills and ability to work cooperatively with others in a team environment.
  • Demonstrated ability to develop and document standard operating policies and procedures and make valid recommendations for changes.
  • Demonstrated ability to apply statues, regulations, policies, and procedures.
  • Demonstrated ability to prioritize work of others, organize information, work independently, and handle multiple projects/responsibilities in a fast-paced environment.
  • Demonstrated ability to provide timely and accurate information to the public and others.
  • Demonstrated ability to effectively work well with agency management, employees, and others.
  • Strong data entry skills and use of automated licensing information systems.
  • Skill in using Microsoft Office Suite.

Preferred Qualifications

  • Experience in a regulatory environment.
  • Knowledge of various office systems, including licensing data base systems.
  • Experience handling confidential information.
  • Some experience providing guidance/direction to others.

Additional Information

The Virginia Department of Health Professions offers a wealth of benefits and perks to its employees, including free parking for days in the office and telework opportunities.

Please note that the Commonwealth of Virginia is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees.

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.

Please refer to the job posting for more information on the application process and requirements.