THIS TITLE IS IN A CIVIL SERVICE COMPETITIVE CLASS THAT IS SUBJECT TO EXAMINATION.  POSITION IS ONLY OPEN TO CANDIDATES WHO HAVE PERMANENT NYC CIVIL SERVICE STATUS AS CUSTOMER INFORMATION REPRESENTATIVE, OR CANDIDATES WHO TOOK THE MOST RECENT CUSTOMER INFORMATION REPRESENTATIVE CIVIL SERVICE EXAMINATION.

(THOSE WHO PREVIOUSLY APPLIED NEED NOT RE-APPLY)

POSITION SUMMARY: The Human Resources (HR) Connect Service Center is responsible for responding to human resources-related inquiries from all Department of Education (DOE) employees and applicants and providing transactional support for HR functions. The Service Center works closely with the Field Operations Office and the Division of Human Capital (DHC) Central Office staff to implement programs and employee services in a customer service environment. 

The Medical, Leaves and Records Administration (MLRA) team is responsible for receiving and processing all leave of absence (LOA) requests from DOE employees. These requests include paid, unpaid, medical and non-medical leaves of absence, medical arbitrations, accommodations, hardship transfers, as well as Line of Duty Injury (LODI) medical claims, property claims, sabbatical applications and employee and medical records retention.

The Customer Support Specialist, MLRA will ensure timely and accurate processing of medical arbitration requests and the use of applicable procedures, policies, laws, rules and regulations. The Support Specialist will also use DOE systems to monitor/track the arbitration process and handle all communication with outside sources associated with the arbitration process. Performs related work.

REPORTS TO:  Director, Medical, Leaves and Records Administration

DIRECT REPORTS:  N/A

KEY RELATIONSHIPS: Works closely with the Supervisor, Customer Service; the Field Operations and Division of Human Capital Central Offices; Human Resources Directors in Field Support Centers; DOE employees, outside medical personnel, United Federation of Teachers and Council of Supervisors and Administrators.

RESPONSIBILITIES

• Provide timely customer service by applying knowledge of arbitration policies and procedures to managing employee cases.
• Process all arbitration requests, resulting from medical denials relating to restoration of health leaves, health sabbaticals and fitness examinations, utilizing a case management system and other applicable human resources information systems.
• Monitor the status of employees in relation to their request for arbitration from initial request through employees’ return to work through the Online Leaves Automation System and/or Oracle.
• Work with managers and supervisors of MLRA to resolve escalated cases by conducting in-depth research, as necessary and appropriate.
• Collaborate with Benefits and Payroll Administrations to ensure that applicants who are eligible for continued health benefits and/or pay are maintained without interruption to those entitlements.
• Perform proactive written and verbal outreach to central offices, field and school staff, United Federation of Teachers and the Council of Supervisors and Administrators to ensure proper adjustment of service data and benefits where necessary.
• Work with the records team of MLR to retrieve and track medical and leaves records pertaining to arbitrations.
• Review and process summary drafts of arbitration summaries.
• Prepare and submit payment invoices for arbitrators, TRS appeal panel and consultants.
• Adhere to production goals and workflow processes to ensure timely and quality service.
• Cultivate and maintain strong working relationships with other Customer Support Specialists in HR Connect Walk-In Center, and HR Connect Call Center.
• Interact with multiple HR information systems, such as: NYCAPS, Employee Information System (EIS), the Online Leave Application System (SOLAS) and Oracle.
• Maintain strict employee confidentiality related to all discussions, medical, leave and arbitration request documentation and information as outlined in DHC and HR Connect Service Center policies and procedures.

QUALIFICATION REQUIREMENTS:

MINIMUM

1. A baccalaureate degree from an accredited college; or
2. An associate degree from an accredited college and two years of satisfactory, fulltime experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology; or
3. A four-year high school diploma or its educational equivalent and four years of the satisfactory, full-time experience described in "2" above; or
4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for New York City government in a customer service, help desk or public information capacity, utilizing computers and information technology may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 32 semester credits for each year of the experience described in "2" above.

The above described education and experience must have included at least one year of satisfactory experience using computers to access information technology systems and databases for researching the answer to questions. Such experience acquired as part of post high school education is acceptable.

NOTE:

To be eligible for assignment to Assignment Level II,  candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory fulltime experience described in  "2"  above.

PREFERRED

• A bachelor’s degree.
• Experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology.
• Attention to detail and follow-through.
• Ability to multitask and handle multiple cases simultaneously.
• Excellent written and oral communication, listening, and problem solving skills
• Strong organizational and time management skills.
• Internal candidates preferred.

SALARY: $49,845+

PLEASE INCLUDE A RESUME AND COVER LETTER WITH YOUR APPLICATION. 

APPLICATIONS WILL BE ACCEPTED THROUGH DECEMBER 14, 2018 UNTIL 3:00 P.M.

NOTE: THE FILLING OF ALL POSITIONS IS SUBJECT TO BUDGET AVAILABILITY AND/OR GRANT FUNDING. 

THIS POSITION IS OPEN TO QUALIFIED PERSONS WITH A DISABILITY WHO ARE ELIGIBLE FOR THE 55-A PROGRAM. PLEASE INDICATE IN YOUR COVER LETTER THAT YOU WOULD LIKE TO BE CONSIDERED FOR THE POSITION UNDER THE 55-A PROGRAM.

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of the Department of Education of the City of New York to provide educational and employment opportunities without regard to race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation.  Inquiries regarding compliance with this equal opportunity policy may be directed to: Office of Equal Opportunity, 65 Court Street, Room 1102, Brooklyn, New York 11201, or visit the OEO website at http://schools.nyc.gov/OEO

Required Skills Required Experience