Customer Service Rep I

DSHS is committed to hiring skilled and dedicated individuals who share a passion for public health to pursue our vision of A Healthy Texas. If you are looking to make an impact and tackle new challenges, we encourage you to consider a career with us.

Employee Benefits:

DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS). To learn more about all the benefits available to you as a DSHS employee and other DSHS opportunities for early career pathways, visit the DSHS Careers Page.

Review our Top 10 Tips for Success when Applying to State of Texas Jobs.

Brief Job Description:

Works under the supervision of the Manager I of the Laboratory Reporting Branch.  Responds to telephone/fax/email requests from health care professionals for laboratory test results.  Prints all laboratory test results using the Labware, Harvest and Perkin-Elmer computer systems. Reports out Rabies results up to three times daily.  Verifies, generates, and distributes master submission forms.   Assist with other Laboratory Reporting Branch duties as needed. Supports the creation of a laboratory-wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace.  Works Saturdays as needed.

Essential Job Functions (EJFs):

(35%) Responds to request by phone, fax or email from health care professionals requesting confidential patient test results using current LIMS systems (Harvest, Labware, Perkin Elmer) following all HIPPA policies or route to appropriate personnel. 

(35%) Prints laboratory reports using Labware, Harvest and Perkin-Elmer computer systems.  Prints reports according to stated times established for each computer system.  Prepares and delivers reports to mailroom by 11:30 daily.  Removes all inter-agency reports and sends via inter-agency mail.

(10%) Reports out, verbally, rabies test results to submitter and if necessary to Public Health Regions, depending on final test result.

(10%) Verifies, generates, and distributes Laboratory submission forms as requested also, ensures all information is correct prior to distributing.  Provides monthly totals of the number of calls received and the number of duplicate reports generated.  Performs all tasks according to the Standard Operating Procedure (SOP) manual.  

(5%) Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or continuity of operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

(5%) Supports the creation of a laboratory-wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace.

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

Knowledge of leadership qualities such as adaptability, flexibility, dependability, and accountability.

Knowledge of generally accepted modern office administration, policies, and procedures. Knowledge of working with confidential medical records/files/information.

Skill in:

Skill in answering phones and responding to all requests according to area and laboratory policy. Skill to perform task with a high degree of accuracy and attention to detail.

Skill in basic computer functions such as retrieving data and researching pennant material or archived documents.

Ability to:

Ability to handle the demands of a fast-paced office with constantly changing demands and priorities.

Ability to follow written and oral instructions.

Ability to work cooperatively in a team setting.

Ability to communicate and interact effectively with members of the public.

Ability to respond to public inquiries in a timely manner.

Ability to work in a professional customer service environment.

Ability to prioritize work, manage time effectively and meet deadlines.

Ability to use initiative and independent judgment within established deadlines.

Registrations, Licensure Requirements or Certifications:

 “N/A”.]

Initial Screening Criteria:

Required: At least (1) one year experience assisting customers via phone, fax, or email.

Required: Experience answering large volumes of phones calls in a call center or work setting.

Required: Experience working with confidential material such as personal/sensitive information, medical records, or banking information.

Additional Information:

“N/A”

Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified for this position. For more information see the Texas State Auditor’s Military Crosswalk at https://hr.sao.texas.gov/CompensationSystem/JobDescriptions/.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. If reasonable accommodation is needed to participate in the interview process, please notify the person who contacts you to schedule the interview. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747 or via email at HHSServiceCenter.Applications@ngahrhosting.com.

Salary Information, Pre-employment Checks, and Work Eligibility:

• The salary offered will follow DSHS starting salary guidelines. Any employment offer is contingent upon available budgeted funds.
• Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
• DSHS uses E-Verify. You must bring your I-9 documentation with you on your first day of work.  Download the I-9 form