Records and Communications Specialist

Job title: Records and Communications Specialist

Agency

Dept of Health and Human Services

Division

Health Service Regulation

Job Classification Title

Administrative Specialist I (S)

Position Number

60054130

Grade

NC08 About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The Records and Communications Specialist position provides front-line administrative support for the Nurse Aide I Registry and serves as a primary point of contact for nurse aides, health care providers, employers, and the public.

Responsibilities include processing incoming mail and faxes, updating registry records, assisting customers with registry-related requests, and responding to a high volume of telephone inquiries regarding registry policies and procedures.

This position supports the accuracy and integrity of registry information by maintaining records and providing timely customer service. Work requires strong organizational skills, attention to detail, effective communication, and the ability to manage multiple administrative tasks in a fast-paced environment.

Key

Duties

Include:

• Process and distribute incoming mail to appropriate staff and program areas in accordance with established procedures.

• Receive, review, and process incoming faxes to ensure timely handling of registry-related information and requests.

• Enter and update name changes, address changes, and other demographic information within the Nurse Aide Registry database.

• Review submitted documentation for completeness and accuracy before updating registry records.

• Greet customers and provide assistance with Nurse Aide Registry inquiries, forms, and general service requests.

• Respond to a high volume of telephone inquiries from nurse aides, RN supervisors, health care administrators, employers, and members of the public regarding registry requirements, policies, and procedures.

• Provide accurate information regarding registry status, renewal processes, eligibility requirements, and applicable program guidelines.

• Research registry records and assist customers in resolving routine issues related to registry listings and information updates.

• Maintain accurate documentation of customer interactions, record updates, and administrative activities.

• Support daily registry operations by coordinating administrative processes, prioritizing workload, and ensuring timely customer service delivery.

• Knowledge Skills and Abilities/Management Preferences

• Salary Grade Range: $39,244.00 - $68,679.00

• Recruitment Range: $39,244.00 - $44,133.00

• Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Prior experience working in a healthcare environment, supporting administrative, clinical, regulatory, or customer service functions and applying healthcare-related policies, procedures, and documentation requirements.

• Experience utilizing medical terminology to accurately interpret, communicate, and process healthcare information while interacting with patients, healthcare professionals, and other stakeholders.

• Documented strong customer service skills through direct interaction with clients, healthcare personnel, employers, and the public, including responding to inquiries, resolving issues, and providing accurate information in a professional manner.

• Advanced proficiency in handling high-volume telephone inquiries in a call center or customer contact environment, including researching information, documenting interactions, and providing timely responses to customer questions and concerns.

• Intermediate proficiency managing multiple customer requests simultaneously while maintaining accuracy, attention to detail, and effective communication in a fast-paced service-oriented environment.

• The Posting Will Close At 11:59 P.M. The Night Before The End Date

• This Position Is Funded In Part Through Federal Funds

• This Position Is Eligible For A Hybrid Work Option

About the Division of Health Service Regulation (DHSR):

• The Division of Health Service Regulation oversees medical, mental health and adult care facilities, emergency medical services, and local jails. We check to see that people receiving care in these facilities are safe and receive appropriate care. We make certain that medical buildings are built only when there is a need for them.

About the N.C. Health Care Personnel Education and Credentialing Section (HCPEC):

• The Health Care Personnel Education and Credentialing Section (HCPEC), within the N.C. Department of Health and Human Services, Division of Health Service Regulation, oversees education, credentialing, training, competency evaluation, and registry functions for unlicensed health care workers across North Carolina. The section maintains and provides verification for several statewide registries, including the Nurse Aide I Registry, Medication Aide Registry, and Geriatric Aide Registry, and supports employers, instructors, and health care facilities with required credentialing and registry services.

HCPEC is responsible for:

• Nurse Aide I Registry, training and competency programs

• Medication Aide Registry and competency programs

• Geriatric Aide Registry and training

• Feeding assistant training curriculum

• Providing registry access and listing verification

• Established in 1996 following implementation of the Health Care Personnel Registry, the section's responsibilities have expanded through state and federal mandates, including feeding assistant training requirements, medication aide credentialing oversight, and the development of the Geriatric Aide career advancement program. The section operates under the authority of N.C. General Statute 131E, Article 15 and other applicable state and federal requirements.

Compensation and Benefits:

• The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

• Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form to their applications.

• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.

• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

• ADA Accommodations

• Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the appropriate contact.

• Minimum Education and Experience

• Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and

Experience

• Equivalency Guide for details.

• High school diploma or General Educational Development (GED) diploma and two years of related administrative experience

• OR

• An equivalent combination of education and experience