Customer Service Unit - Team Lead

Job Duties

The Virginia Department of Health Professions (DHP) mission is to ensure safe and competent patient care by licensing health professionals, enforcing standards of practice, and providing information to health care practitioners and the public.

This position provides team leadership for the Board of Medicine's (BOM) Customer Service Unit that serves as the first line responders to the public, applicants, and licensees by providing support to the licensing division.

Provides solutions to team members and technical expertise on all aspects of licensing / registration / certification for the 22 professions under the jurisdiction of the Board.

Responsible for coordinating and monitoring the operations for the Board's main email box, call center, daily mail, e-fax, wall certificate, and license distribution to ensure efficiency and provides solutions to management for improvement.

Updates the licensing database when processing name and address changes, processes out-of-country verifications, and ensures date of death notices are substantiated before they are processed according to Board procedures.

Processes expert witness requests within 5-7 workdays, and independently communicates with attorney’s offices to obtain the required supporting documentation.

Serves 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.

DHP offers a wealth of benefits and perks to its employees including free parking for days in the office and telework opportunities!

Minimum Qualifications

• 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

Additional Considerations

• 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.

Special Instructions

You will be provided a confirmation of receipt when your application and / or résumé is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

You will be provided a confirmation of receipt when your application and / or résumé is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

DHP accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11 : 55 p.

m. on the job closing date. Applications and / or resumes should include relevant work history and duties / responsibilities which indicates your qualifications for this position.

Please be as detailed as possible in your application. Assumptions will not be made regarding your experience.

• 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.

Contact Information

Name : Human Resources

Phone : 000-000-0000

Email : ov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI).

Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS / DBVI to get their AHP Letter.