What You'll Be Doing

We are currently looking for a hard-working Bilingual Customer Service Specialist (CSS) with a passion for helping others to become part of our Health and Human Services Center team at Departure Health and Human Services Center ( the one stop shop for the local community). You will be part of a Team that embodies excellent customer service delivery and quality service. Departure Health and Human Services Center allows citizens to have access to needed, quality services that are community-based and in one convenient location. Departure Health and Human Services Center is one of the county’s strategies to deliver services in coordination with a network of community partners including local municipalities, schools, faith-based, and civic organizations.

The Bilingual Customer Service Specialist responds to inquiries from both internal and external customers timely and proficiently. This position will support all Wake County programs and departments. This is a wonderful opportunity for the applicant that wants to begin a career in Human Services. This position offers the unique opportunity to work with and learn about several programs and sections of Human Services and local government.

Essential Functions:

• Provide a broad range of customer service support to visitors and callers
• Determine client needs, register them for services, and update client records
• Answer phone calls, schedule appointments, screen, and route calls, maintain a working knowledge of all programs in Wake County, answer questions and refer callers to appropriate internal and external resources and services
• Register patients for clinic services
• Scan all documents including consents, insurance card copies, photo IDs, and other documents into the patient chart
• Perform daily audits for any information scanned into records
• Provide operational support to Economic Services programs
• Search client cases via NCFAST to answer client questions and to determine if a new application, recertification, or supporting documents are needed
• Scan and index documents into OnBase that arrive via fax, mail, drop box, and personal delivery. Perform audits for scanned information
• Collect payments for Wake County Revenue (property taxes) and Health and Human Services client fees, and pharmacy prescription payments
• Record financial data to ensure accurate billing. Run reports needed to balance out cash drawer daily and then balance monies at the end of each day and make accurate daily bank deposit
• Issue certified Wake County Birth, Death, and Marriage Certificates
• Retrieve charges for clinic services. Deposit preparation and take deposit to the bank daily

About Our Team

Wake County Health and Human Services (WCHHS) is the consolidation of programs and services that include social services, public health, job search assistance, child support, and transportation. Our mission, in partnership with the community, is to facilitate full access to high quality and effective health and human services for Wake County residents. In addition to our numerous standard programs, Wake County Health and Human Services (WCHHS) is engaged in a number of special initiatives that are impacting services and programs throughout our entire agency. Whether legislated down from the changing regulations on the Federal or State level or bubbling up from the entrepreneurial spirit of our staff, you can always look forward to Wake County Health and Human Services implementing new and exciting enhancements to our services and programs.

The Basics (Required Education and Experience)

• High school diploma or GED
• One year of job-related experience (i.e. customer service, medical records, medical office)
• Equivalent education and experience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Strong customer service skills and experience acting as the first point of contact in a fast-paced environment
• Customer service or administrative assistant experience working in a Public Health or Social Services setting
• Experience working in a Medical and/or Banking setting
• Experience with Health & Human Services Programs: NCFast, OnBase, NCIR, Athena, WIC, SharePoint and Medical Records
• Spanish language skills highly preferred

How Will We Know You're 'The One'?

• Ability to provide a high level of customer service at all times
• Excellent communication skills, positive team player with great interpersonal skills, demonstrates a high degree of adaptability and the ability to handle rapid change
• Possess a high level of energy, ability to work efficiently in a very high pace environment and a self-starter
• Ability to multi-task while maintaining a very strong attention to detail and accuracy

About This Position

Location: HSC Departure Dr Raleigh, NC 27616 USA

Employment Type: Regular

Work Schedule: Mon - Fri 8:15 am - 5:15 pm

Hiring Range: 22.48 - 26.49

Market Range: 22.48 - 30.51

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 1/8/2025

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

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• Wake County Government

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