Customer Service Representative (HSC 1) DOH8991

Customer Service Specialist - Health Services Consultant 1 

Washington Board of Nursing – Licensing Unit

This home-based (remote) position is open to Washington residents and those living in Oregon and Idaho 

The Opportunity

The Washington State Board of Nursing (WABON) protects the health and safety of Washington residents by regulating the competency and quality of nurses and nursing assistants. WABON establishes and enforces licensing requirements, standards of practice, continuing competency requirements, and disciplinary processes for nursing professionals across the state.

The Licensing Unit serves as WABON’s primary customer service unit, helping applicants, licensees, employers, and members of the public navigate nursing licensure and regulatory processes. The Health Services Consultant 1, Customer Service Specialist, is an entry-level professional who provides technical assistance and customer service by telephone and through electronic methods such as email and the internet.

This position supports a variety of licensing and regulatory activities, including application review, license renewals, credential verification, public records disclosure, and the disciplinary process. Through this work, the position helps ensure qualified nursing professionals can enter and remain in the workforce while supporting WABON’s responsibility to protect patient safety.

Key Responsibilities Include:

Customer Service & Technical Assistance

• Provide timely and accurate customer service to applicants, licensees, employers, and members of the public by telephone and through electronic communication. 
• Explain licensing requirements, processes, procedures, and available resources in clear and accessible language. 
• Respond to questions and assist customers with resolving licensing and regulatory issues. 

Licensing & Application Support

• Review and process nursing license applications, renewals, and related documentation for completeness and compliance with established requirements. 
• Provide technical assistance regarding application status, licensing requirements, and credentialing processes. 
• Verify credentials and enter and maintain accurate licensing information in agency systems. 

Regulatory & Records Support

• Provide support for credential verification, public records disclosure, and activities related to the disciplinary process. 
• Research licensing and regulatory information and provide accurate information to internal and external customers. 
• Follow established laws, rules, policies, and procedures when handling licensing and regulatory matters. 

Why You’ll Love This Role

This role offers an opportunity to make a direct contribution to public safety while helping support Washington’s nursing workforce. The Licensing Unit is a collaborative team that works together to provide reliable customer service and navigate a wide range of licensing and regulatory questions. As an entry-level professional role, it also provides a strong opportunity to build knowledge of health profession regulation, develop professional customer service and problem-solving skills, and grow within the work of WABON.

Required Qualifications 

You must meet all requirements listed. Experience may have been gained through paid or unpaid activities. 

Please ensure any relevant experience defined below is outlined in your cover letter, resume, and/or applicant profile. 

Two years of customer service experience that includes resolving issues and responding to inquiries regarding policies, procedures, and services in a health credentialing program. 
 
 One or more years of experience in all the following:

• Experience assessing credentialing or licensing requirements, processes, regulations, and procedures for health care professionals or facilities. 
• Experience with reviewing documents for completeness and accuracy following established rules and timelines.

Additional Required Knowledge, Skills, Abilities, and Experience

Six or more months’ experience using computer software as follows:

• Word processing software, such as Microsoft Word, to create, format, edit, preview, print, and save documents. Use standard functions to select, edit, copy, paste, format, and spell check text.
• Electronic communications and calendar programs, such as Outlook, to compose, send, and respond to electronic mail, and coordinate schedules and schedule meetings.
• Electronic database system to add, update and maintain records.
• Accessing and searching the Internet to find and download information and verify information.

Preferred Qualifications

While these aren’t required, having them can help you stand out as a candidate.

• Internal or external experience with WABON or DOH credentialing processes and procedures.
• Experience in office/clerical, secretarial, or general administrative work in a health care setting. 
• Experience with maintaining precision and accuracy in data entry, documentation and reporting as a part of daily work to document actions and decisions.
• Ability to handle sensitive or confidential information in compliance with privacy and data-security requirements.
• Communication skills both written and verbal to provide direction and information to address the needs of various audiences, considering cultural sensitivity, different learning styles, and accessibility requirements.
• Experience managing high-volume inquiries while maintaining accuracy, professionalism, and empathy.
• One year of experience analyzing data and reports and making recommendations based upon the analysis, identifying deviations from the standard.

Employee Benefits 

We offer a solid benefits package that supports you and your family’s health, financial security, and work-life balance. You’ll have access to comprehensive medical, dental, and vision coverage, life and long-term disability insurance, flexible spending and health savings accounts, and retirement plans that help you plan for tomorrow while you’re living today. Paid holidays, vacation and sick leave help you recharge, and additional programs like dependent care assistance and professional development opportunities add value beyond basic coverage. Join us and enjoy benefits designed to care for you as much as you care about public health. Learn more about DOH benefits and see how we support your life at work and beyond by visiting Work@Health. 

About the Washington State Department of Health

We're nearly 2,700 professionals across Washington working together to protect and improve community health. Guided by our values of Equity, Innovation, and Engagement, we address health disparities, respond to emerging challenges, and strengthen systems that support resilience.

At DOH, we help reduce barriers, collaborate with diverse communities, and champion equitable health outcomes. We're passionate people who are driven to make a difference in public health. Our work depends on people who take action to learn and grow and who take action to meet the needs of others every day, in service of a healthier Washington. Explore more about the Department of Health, our programs, and our impact by visiting our website.

Working Conditions:

The following describes the working conditions of this position, with or without reasonable accommodation.

Work Setting: 

• Position works indoors, confined to a desk the majority of an eight-hour workday, in an office environment or home-based location with possible distractions.

Schedule: 

• Five days per week, M-F to meet business and customer service needs. May occasionally need to work more than 40 hours per week to meet critical deadlines or address workload peaks. 
• Flex shifts may be granted only when approved by WABON leadership. Regular and consistent attendance is required to perform essential functions daily. 

Travel Requirements: 

• While this position does not require travel for typical work, it may require some travel to meetings and trainings.

Tools and Equipment:

• Office duties require the use of internet with a strong wi-fi connection, secure location, and standard office equipment (e.g., computer, telephone, desk, fax machine, copier, filing cabinets, etc.).

Customer Interactions:

• Position may work in potentially stressful situations, with hostile customers, workload demands, and in a production-oriented office.

Other:

• This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.
• Ability to take action to learn and grow
• Ability to take action to meet the needs of others
• The DOH campus is a smoke-free, drug-free, alcohol-free, scent-neutral environment. 
• This position may be required to conduct and/or participate in public health emergency preparedness and response activities. 

APPLICATION DIRECTIONS:

We’re committed to a fair and equitable hiring process. Only materials submitted through the official application will be considered. Emailed resumes or documents won’t be accepted or shared with the hiring manager.

Click “Apply” to complete your application. Attach your resume, cover letter, and DD-214 (if applicable). List at least three professional references, directly in your Applicant Profile or as a separate attachment, including a supervisor, a peer, and someone you’ve supervised or led (if applicable).

DO NOT INCLUDE private details like your SSN or birth year, personal photos, transcripts, certifications, diplomas, projects, portfolios, or letters of recommendation.

Veterans Preference: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy), NGB 22, or a signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and birth year

Equity, Diversity, and Inclusion: We regard diversity as the foundation of our strength, recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve. 

DOH is an equal-opportunity employer. We prohibit discrimination based on race/ethnicity/color, creed, sex, pregnancy, age, religion, national origin, marital status, the presence or perception of a disability, veteran’s status, military status, genetic information, sexual orientation, gender expression, or gender identity. 

Questions and Accommodations: If you have questions, need assistance with the application process, require an accommodation, or would like to request this posting in an alternative format, please contact Andrea Thieme at employment@doh.wa.gov and reference DOH8991.

Technical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues. 

This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled, the candidate pool may be used to fill additional open positions for the next sixty (60) days. 

Only applicants who follow the directions and complete the Application Process in full will have their responses reviewed for consideration. 

Experience and education selected, listed, or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.