Customer Service Representative (Public Service Representative 3)

Initial Posting Date:

05/02/2025

Application Deadline:

05/10/2025

Agency:

Oregon Health Authority

Salary Range:

$3,429 - $4,622

Position Type:

Employee

Position Title:

Customer Service Representative (Public Service Representative 3)

Job Description:

Opportunity Awaits, Apply Today! - Customer Service Representative (Public Service Representative 3)

These positions sit within the Medicaid Division's Member Services, Client Enrollment, and Client Services Unit, serving as first-line ambassadors to Oregon Medicaid and Medicare members. This team helps members navigate their services and provides solutions and options to support better health, better care, and lower costs for the nearly 1.4 million individuals who rely on the Oregon Health Plan (OHP)/Medicaid.

In this role, you will:

• Answer phone calls from Medicaid participants and their representatives.

• Provide guidance on accessing the Oregon Health Plan and seek to resolve questions or concerns.

• Explain rules, policies, and procedures to help members understand their health care and billing issues.

• Provide guidance on how to work with their Coordinated Care Organization or their Open Card providers.

• Respond to phone and email inquiries from participants, advocates, providers, coordinated care plans, medical professionals, and agency staff,

• Review systems and assist with questions about medical benefits, referring callers to appropriate resources.

• Respond professionally to callers who may be frustrated, confused, or concerned, and support those lodging complaints or reporting fraud.

• Accurately document calls and conduct follow-up research using multiple databases.

• Verify eligibility/coverage dates, coordinated care and third-party resources.

The OHP Member Services call center operates Monday through Friday from 7 a.m. to 6 p.m. OHP members rely upon the call center staff to get information and guidance when they have a question, issue, concern or complaint. Consistent and timely attendance in this position is critical to provide high quality and responsive customer service. 

Click Here to view a Dashboard of all current recruitments for the Medicaid Division. On the dashboard, you will see a link to the full position description. The position description provides additional context for the role. Section 1 of the position description outlines Position Information, including Work Location and Supervisor Name. Section 3 outlines specific responsibilities in the Description of Duties.

If this opportunity aligns with your strengths, background, and commitment to fostering inclusivity, we encourage you to apply! At the Oregon Health Authority (OHA), we value diversity and encourage applicants from all backgrounds and experiences to help us build a stronger, more equitable future for all.

What We Are Looking For

Minimum Qualifications: These qualifications must be visible in your application for consideration.

Two years of experience in customer service. One year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

Desired Attributes: The following are skills and lived experiences that we have identified as key to success in this role at OHA. These are the attributes we are looking for in our top candidate. If you possess any of these, please let us know in your application.

• Demonstrated experience and skill in providing excellent customer service and engaging diverse groups and individuals from a person-centered perspective.
• Proficient with multi-line telephone systems and quality keyboarding skills.
• Demonstrated experience and skill in explaining to the public (in person, on the telephone, or in writing) laws, rules, or policies relating to a particular program, operation, or service.
• Demonstrated experience and skill in providing timely and accurate information to participants in areas such as responding to inquiries, narrative reports, and instructional materials with limited supervision.
• Demonstrated experience and skill in communication, listening and problem-solving skills to interpret and develop the ideas and needs of participants and discern the best approach to achieve the desired outcome.
• Ability to be flexible and take direction when work priorities shift, while maintaining a positive approach to team collaboration and contribution.
• Demonstrates excellent decision-making skills and the ability to prioritize workload effectively in a fast-paced environment.

We are seeking someone who shares Oregon Health Authority’s mission and values. OHA values health equity, service excellence, integrity, leadership, partnership, innovation and transparency. OHA’s health equity definition is “Oregon will have established a health system that creates health equity when all people can reach their full potential and well-being and are not disadvantaged by their race, ethnicity, language, disability, age, gender, gender identity, sexual orientation, social class, intersections among these communities or identities, or other socially determined circumstances. Achieving health equity requires the ongoing collaboration of all regions and sectors of the state, including tribal governments to address: the equitable distribution or redistributing of resources and power; and recognizing, reconciling, and rectifying historical and contemporary injustices.” OHA’s 10-year goal is to eliminate health inequities. Click here, to learn more about OHA’s mission, vision and core values.

In alignment with OHA's values and strategic goal to eliminate health inequities in Oregon by 2030, the person in this role will demonstrate ongoing development of personal cultural awareness and humility, and knowledge of social determinants of health and their impacts on health outcomes. 

Application Guidance

How to Apply: Submission Requirements - At the time of application, ensure the work history in your applicant profile is up to date and attach a current copy of your resume, cover letter, and answer all supplemental questions.

• External Candidates: Visit the State of Oregon job opportunities webpage to submit your application. Be sure to follow all application submission requirements.
• Internal Candidates: Current State of Oregon employees must apply through their employee Workday login. Be sure to follow all application submission requirements.

After You Apply:

• Before the job announcement closes, log in to your Workday account to check for pending tasks under “My Applications” and complete them.
• Remember to check your email (including your junk folder) and Workday inbox for updates on your application.
• We value our veterans! To ensure the security of your information, kindly follow the instructions for how to submit your Veteran documents for preference found here. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

Reminders:

• Your candidate profile and application materials are great opportunities to showcase your interest in the position and highlight your skills and experience. Submissions will be screened for consistency and communication skills, including attention to detail, spelling, and grammar. For more tips and guidance, check out What you need to know to get the job!
• This announcement is for two, full-time, permanent, SEIU represented, Public Service Representative 3 positions based in Salem, Oregon.
• These are HYBRID (85% REMOTE) positions. Please check SECTION 4. WORKING CONDITIONS, of the position description linked above to review more details regarding the details surrounding the working conditions.
• Please download and save a copy of this job announcement and linked position description, as it is not available after the application deadline. For questions about the announcement, or if you require an alternate format to apply, please contact the Senior Recruiter, Stephanie Mitchell at Voice: [503-979-7679] (TTY 711) or Email: stephanie.d.mitchell@oha.oregon.gov.
• For Workday technical support dial 1-855-524-5627.

Benefits of Joining Our Team

We offer a workplace that balances productivity with enjoyment; promote an atmosphere of mutual respect, dedication, and enthusiasm. You will collaborate with a team of bright individuals to work with and learn from. If you're driven by the passion to do something meaningful that changes lives, the Oregon Health Authority is the place for you. We also offer a competitive benefits package including:

• Excellent medical, vision, and dental benefits package for the employee and qualified family members with a very low monthly out-of-pocket cost.
• Optional life insurance, short-term disability, long-term disability, deferred compensation savings program, and flexible spending accounts for health care and childcare expenses.
• Employee benefits include 11 paid holidays, 3 personal business days, 8 hours of monthly sick leave, and vacation accrual starting at 8 hours per month.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Membership in the Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP).

• Training opportunities that will help grow your career with the State of Oregon.

Additional Details

• The information in your application will be used to complete an Equal Pay Analysis to determine salary placement upon hire. Visit the Department of Administrative Services Equal Pay Analysis Webpage for more information.
• The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect the additional 6.95%. Review the Classification and Compensation page for more details on the classification.
• Agency does not offer visa sponsorship. Within three days of hire, applicants will be required to complete I-9 documentation and confirm authorization to work in the United States. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet Agency employment eligibility standards.

Helpful Links & Resources

How to Set Job Alerts | Workday Applicant FAQ | Oregon Health Authority | Facebook | Instagram | LinkedIn | Veterans Resources

The Oregon Health Authority is an affirmative action and equal opportunity employer, committed to fair employment practices and pay equity for all employees. We do not discriminate based on any protected class—including race, sex, veteran status, disability, age, color, religion, national origin, marital status, or sexual orientation—and we do not screen applicants based on current or past compensation. Salary is determined through a fair review of your education, experience, and training as it relates to the position.

OHA is an anti-racist organization working to eliminate health inequities and dismantle structural barriers that impact underserved communities. Join us in advancing our Strategic Plan and building a more equitable Oregon.