Customer Service Supervisor (PN20098609)

What You'll Do:

The Bureau of Survey and Certification (BOSC) is responsible for conducting survey inspections to ensure health care providers and clinical laboratories are compliant with state and federal requirements. Inspections can involve surveys in response to complaints - such as allegations of resident abuse or neglect, misappropriation of funds, or violations of patient rights - as well as comprehensive annual surveys. BOSC is seeking a highly organized, detailoriented Customer Service Supervisor to lead the Complaint Unit. This role is essential to ensuring timely, accurate, and compliant intake and processing of complaints related to health care providers and suppliers.

The Customer Service Supervisor will manage the daytoday operations of the Complaint Unit, oversee complaint intake activities, and supervise a team of customer service assistants. This position is responsible for reviewing and assigning incoming complaints, ensuring compliance with federal and state mandates, responding to complex inquiries, and supporting continuous improvement of complaintrelated processes. Key Responsibilities include:

Supervision & Staff Development

• Direct and oversee the work of customer service assistants, including daily workflow monitoring and task delegation.
• Identify staff development needs and provide coaching, training, and performance feedback.
• Onboard and train new employees to ensure consistent understanding of policies and procedures.
• Participate in recruitment activities, including interviewing and evaluating candidates.
• Review and approve leave requests in accordance with agency policies.
• Complete employee performance evaluations within required timeframes.
• Facilitate regular staff meetings to communicate goals, updates, and expectations.
• Recommend or initiate corrective or disciplinary actions when appropriate.

Complaint Intake & Processing

• Efficiently review, triage, and assign incoming complaints, coordinating with the scheduling unit and other BOSC units as needed.
• Ensure all complaint intake, prioritization, and scheduling activities meet federal and state timeframes.
• Respond to programmatic issues and inquiries from CMS, health care providers, complainants, and government officials.
• Conduct quality assurance reviews to ensure compliance with applicable regulations.
• Track, analyze, and report complaint data to support program oversight and decisionmaking.
• Recommend and implement process improvements related to complaint intake, documentation, and workflow efficiency.
• Participate in technology implementation, testing, troubleshooting, and other special projects.

Documentation & Procedure Development

• Create, update, and maintain procedure manuals, job aids, forms, and standard correspondence.
• Ensure staff have clear, accurate, and uptodate guidance for complaint intake and processing activities.

12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector.

OR 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency.

OR equivalent of Minimum Class Qualifications for Employment noted above.

Job Skills: Customer Service

Technical Skills: Management, Professional, Planning and Development, Operational and Administrative support, Compliance Enforcement, Public Health, Regulatory Compliance, Technical Documentation

Professional Skills: Attention to Detail, Confidentiality, Written and Verbal Communication, Listening, Critical Thinking

Educational Transcript Requirements: Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration.

Please note that a transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree.