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TMB - Call Center Analyst (26-503-11)

TMB - Call Center Analyst (26-503-11)

Texas Medical BoardAustin, TX, US
22 hours ago
Job type
  • Full-time
Job description

TMB - Call Center Analyst

Performs complex (journey-level) work in the Registrations Department of the Texas Medical Board (TMB) designed to support the agency's licensing, registration, and enforcement operations. Work involves responding to telephone inquiries concerning agency programs and procedures. Supports all boards and committees under the purview of the agency. Work is performed as a member of a team in a call center environment. Works under general supervision from the Call Center Supervisor with moderate latitude for the use of initiative and independent judgment. Work schedule must conform within the normal agency work hours of 8 : 00 a.m. to 5 : 00 p.m. Monday through Friday. Answer routine questions from internal and external customers in a timely manner. Use discretion and maintain strict confidentiality for sensitive information.

Principal Job Duties and Responsibilities :

  • 95% Responds to telephone inquiries from licensure applicants, licensees, and members of the public in a team-based, call center environment, regarding :
  • Licensure and registration processes for all license and permit types.
  • Statute, board rules, and procedures.
  • Information on filing a complaint.
  • Information about TMB-regulated health-care professionals.
  • 5% Performs other duties as assigned to maintain efficient and effective department operations.

Required Experience and Education :

  • Graduation from standard senior high school or equivalent is required.
  • Experience in office practices and administrative support work is required.
  • Experience in customer service is required.
  • Must be proficient in Microsoft software (Word, Excel, E-Mail), SharePoint, and Teams.

    • Preferred Experience and Education :

  • Experience providing administrative support in a licensing and regulatory agency is preferred.
  • Experience in a call center environment is preferred.
  • Graduation from an accredited four-year college or university is preferred.
  • Education and experience may be substituted for one another.

    • Knowledge, Skills, and Abilities :

  • Knowledge of laws and regulations relevant to the agency.
  • Knowledge of office practices and administrative procedures.
  • Skill in the use of standard office equipment, personal computers, software packages, specifically word processing and spreadsheet applications.
  • Skill in oral and written communication (including telephone etiquette and business writing).
  • Skill in establishing and maintaining cooperative working relationships.
  • Ability to work in harmony with others and deal with stressful situations in a diplomatic and tactful manner.
  • 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 high-volume, fast-paced call center environment.
  • Ability to prioritize work and meet deadlines.
  • Ability to organize and handle multiple tasks with flexibility.
  • Ability to thrive in a team environment and consistently display professional demeanor.
  • Ability to implement administrative procedures.
  • Ability to interpret rules, regulations, policies, and procedures.
  • Ability to follow a work schedule that conforms within the normal agency work hours of 8 : 00 a.m. to 5 : 00 p.m. Monday through Friday.

    • Work Environment Requirements :

  • The principal job is performed in a standard in-office or remote environment setting and may require travel to the office in Austin, TX as necessary for meetings or other duties.
  • Regular and punctual attendance Monday Friday.
  • Must respond to internal and external communications in a timely manner which is at least :
  • Within 72 hrs (3 business days) of when external communication is received
  • Within 24 hrs (1 business day) of when internal communication is received
  • Within 15 minutes while working remotely during business hrs if contacted by your Manager unless you are on pre-approved leave or on a recognized lunch or exercise break.
  • Frequent use of personal computers, copiers, printers, and telephones.
  • Frequent sitting.
  • Frequent working under deadlines, as a team member, and in direct contact with others.
  • Compliance with all agency policies and procedures, including but not limited to applicable confidentiality, security and safety rules, regulations and standards.

    • Physical Requirements and / or Working Conditions :

  • The principal job is performed in a standard office and requires :
  • Reliable and secure high speed internet access with a minimum of 20 MBPS download and 2 MBPS upload. Applicants may be required to provide confirmation from the area ISP.
  • All applicants will have frequent use of keyboard, mouse, and other input devices.
  • All applicants need to have the ability to participate in video calls, phone calls, and virtual meetings.
  • All applicants may experience frequently working under deadlines, individually or as a team member, and at times may collaborate with others to meet deadlines.
  • All applicants may generally experience low physical demands, occasional lifting of equipment up to a certain weight (e.g. 10-40 lbs.).

    • Legal Requirements :

  • In accordance with state law, authorization for telework may not be awarded to an employee as a condition of hiring.
  • A new employee must complete department probationary training period before evaluation for a telework agreement.
  • TMB will conduct a TXDPS criminal history check on all new hires due to access to confidential or sensitive data while performing the work of the position applied for.
  • Cannot hold outside employment that interferes with assigned work schedule, nor does it constitute a conflict of interest with TMB employment and services.
  • Must reside in Texas.
  • Dual employment at another state agency or Texas public university is not permitted.
  • If hired, you must provide documentation(s) within three days of hire that establishes identity and employment verification.
  • Compliance with all agency policies and procedures, including but not limited to applicable confidentiality, security and safety rules, regulations and standards.

    • New Hires / Rehires :

  • 60-day waiting period for health coverage.

    • Remarks :

  • Resumes will not be accepted without a completed and signed State of Texas application. Only the candidates selected for an interview will be contacted and will receive written notification of application results.

    • Equal Employment Opportunity Employer :

  • The Texas Medical Board does not discriminate on the basis of race, color, national origin, sex, age, religion, disability or veteran status. Employment opportunities shall not be denied to a qualified individual with a disability that requires reasonable accommodation. The applicant should communicate requests for reasonable accommodation by calling (512) 305-7142.
  • Selective Service Requirement : If selected for employment, male applicants ages 18 through 25 must present proof of registration or exemption with the federal Selective Service System.
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    Call Center • Austin, TX, US