Working Title: Customer Svcs Specialist Int
Job Class: Customer Service Specialist, Intermediate
Agency: Nursing Board

• Who May Apply: Open to all qualified job seekers
• Date Posted: 05/17/2023
• Closing Date: 05/23/2023
• Hiring Agency/Seniority Unit: Nursing Board / Nursing Board-AFSCME
• Division/Unit: Nursing Office Manager / Board of Nursing
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $18.55 - $24.60 / hourly; $38,732 - $51,364 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: Board of Nursing
• FLSA Status: Nonexempt
• Telework Eligible: Yes/hybrid position
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

The Customer Service Specialist, Intermediate supports public health and safety by receiving, evaluating and processing licensure and registration information and applications. The incumbent works to identify and prevent potential fraud, deception and/or misrepresentation attempts and helps to ensure professional integrity and nursing safety. Failure to detect and prevent fraud, deception and/or misrepresentation can significantly compromise patient safety. The incumbent works in a call center environment most of time and supports a variety of external and internal customers including applicants and licensees, consumers, employers of nurses, other state boards of nursing, NCSBN and its agents, other government agencies and Board staff in compliance with Minnesota statutes and rules. Responsibilities include but are not limited to:

• Receive, review, evaluate and process applications for licensure and renewal, ensuring all licensing requirements are met.
• Respond to diverse external and internal inquiries regarding all aspects of licensure and registration processes and requirements.
• Generate reports and documents to facilitate licensure processes and procedures.
• Perform data entry and record keeping responsibilities in a timely and accurate manner.
• Facilitate resolution of data-entry related problems.
• Serve as a resource on operational procedures and interface with peers and cross-functional groups within the Board to identify and resolve issues in an agency-coordinated manner.
• Perform other duties as assigned.

Minimum Qualifications

• Knowledge of English sufficient to: (1) write, prepare, and edit materials, using correct spelling, punctuation, grammar, and sentence construction; (2) communicate effectively with internal and external customers; and (3) explain the reasons for transactions and procedures, rules, and regulations so others understand the information they are being given.
• Customer service skills sufficient to (1) provide prompt, courteous and accurate information to customers on the phone, in-person, through e-mail and other written correspondence; and (2) effectively communicate and elicit information with tact and diplomacy in difficult situations and efficiently resolve customer problems.
• Skills in data entry sufficient to enter data into specific data fields or into a database management system with accuracy.
• Skills in using word processing software such as Microsoft Word sufficient to prepare letters, reports, correspondence, and other documents that are grammatically correct, in proper format, and free of spelling errors.
• Microsoft Office skills at an intermediate level.
• Good interpersonal and problem-solving skills in dealing with customers in a manner that is non-escalating, helpful and directed toward customer satisfaction.
• Ability to discern appropriate application of laws, rules, standards, policies, and procedures and explain requirements to customers.
• Ability to work in a call center environment.

Preferred Qualifications

• Experience working in a call center environment.
• Experience interpreting and applying laws and rules related to licensure.
• Experience working in a customer service capacity effectively handling difficult situations, using computer software systems and solving problems independently and in a professional manner.
• Demonstrated attention to detail and accuracy sufficient to review, evaluate and process licensure applications ensuring applicants meet all applicable laws and rules.
• Experience using web, online and data entry software tools to perform tasks or research.
• Experience using or knowledge of medical terminology.

Physical Requirements

• Ability to lift 10-25 lbs at times.
• Ability to regularly use phone and computer for extended time periods.

Additional Requirements

This position requires successful completion of pre-employment reference checks. To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

If you have questions about the position, contact Shery Meyer at sheryl.meyer@state.mn.us. If you have questions about the selection process, contact Nella Austin at nella.austin@state.mn.us or 651-201-8005.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Nella Austin at nella.austin@state.mn.us.

About Nursing Board

The Minnesota Board of Nursing exists to protect the public's health and safety through regulation of nursing, education, licensure and practice. The Board conducts business through five major service areas: credentialing, education, discipline/complaint resolution, nursing practice and data.

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 11 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us and indicate what assistance is needed.