GENERAL DEFINITION

This is skilled clerical work providing interpretive and advisory services to the public or employees. Work includes giving and eliciting information in situations that require the employees to explain pertinent city and state regulations, ordinances, laws,and procedures. Employees ascertain that received documents are properly and completely prepared, make calculations to compute fees and other charges, initiate the processing of documents received, contact various city agencies to resolve problems encountered. Employees in this class support their service delivery responsibility by performing data entry and retrieval and records maintenance through automated systems or through manual systems of records and files of customer and employee information. Full time contact with employees or the general public to provide and elicit information is especially significant. Work is performed under the supervision of an administrative or clerical supervisor.

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

Both Specialties

• Receives documents for recording of selected data; checks documents for accuracy, completeness and conformity with state and city regulations; rejects improperly prepared documents and explains proper preparation; makes necessary calculations to compute costs and fees;collects costs and fees;makes postings to accounts for fees collected; arranges for collection of delinquent costs and fees.
• Interviews prospective health center patients; obtains information on personal history, income, medical coverage, and residency; determines eligibility for treatment; assists patients in completing registration forms; explains fees and billing procedures to patients; initiates processing of third party payments; reschedules appointments when necessary.
• Interviews new, promoted,demoted, transferred, reinstated, and relief employees with a city department or agency; informs employees of work locations, hours of work, salary, eligibility for union membership and benefits; explains benefit options to employees; explains extent of coverages; describes claim processing procedures; contacts appropriate central agencies to resolve benefits and payroll problems; prepares and processes appointment papers; initiates the processing of all employee changes for benefits,such as changes in marital status, addition or deletion of dependents, or changes in union membership.
• Receives departmental forms listing employee changes for benefits; reviews changes for accuracy and appropriateness; processes changes into employee records; forwards changes to payroll unit and benefit providers; explains claims processing to employees and their beneficiaries; contacts providers to resolve problems.
• Maintains automated or manual records and files of employee, customer or account information.

Bilingual Specialty

• Performs duties described above in situations where giving information to and interviewing persons in a non-English speaking community is required; uses a designated non- English language to communicate with them.
• Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS AND ABILITIES

KNOWLEDGE OF:

• the English language and spelling.
• arithmetic.
• office practices and procedures.
• interviewing techniques.

SKILL IN:

• eliciting information quickly and easily.
• giving information clearly and concisely.
• making varied arithmetic computations with speed and accuracy.

ABILITY TO:

• learn departmental functions and organization.
• learn provisions of and interpretations of departmental, city and state regulations, ordinances and laws as they apply to job assignment.
• make judgement decisions where several courses of action are presented.
• understand and speak the designated non-English language fluently for the Bilingual specialty.
• use a computer terminal keyboard to perform data entry and retrieval.

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE

(The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 12/89.)

Both Specialties

• Education equivalent to completion of the twelfth school grade.
• Two years of experience in clerical work, one year of which shall have involved as a significant job assignment giving information to or eliciting information from the public or receiving and answering complaints.

Or any equivalent combination of education and experience determined to be acceptable by the Personnel Department.

Additional Requirement for the Bilingual Specialty

• Sufficient training and/or experience to converse effectively in the designated non-English language.

PHYSICAL AND MEDICAL REQUIREMENTS

• Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

LICENSES, REGISTRATIONS, AND/OR CERTIFICATES

• Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment as a Service Representative if required by work assignment.

PAY RANGE: 8
Class Established: 2/1966

Latest Spec. Revision:
  CSC - 7/1994 ; Ad Board - 8/1994

PMcG/sb/sb