Texas Department of State Health Services
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Customer Service Rep I
role at
Texas Department of State Health Services . Location:
Austin, TX 1100 W 49TH ST (DHT), 78756 Posting Number:
12128 Closing Date:
01/14/2026 Shift:
Regular Weekend Day (Not eligible for Telework) Travel:
Up to 5% Salary:
$2,694.33 - $3,946.25 per month (Texas‑A‑11) Job Type:
Full Time, Regular Department:
Quality Assurance Brief Job Description
Works under the supervision of the Manager I of the Laboratory Reporting Branch. Responds to telephone/fax/email requests from health care professionals for laboratory test results. Prints all laboratory test results using the Labware, Harvest and Perkin‑Elmer computer systems. Reports out Rabies results up to three times daily. Verifies, generates, and distributes master submission forms. Assists with other Laboratory Reporting Branch duties as needed. Supports the creation of a laboratory‑wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace. Works Saturdays as needed. Essential Job Functions
(35%) Responds to request by phone, fax or email from health care professionals requesting confidential patient test results using current LIMS systems (Harvest, Labware, Perkin Elmer) following all HIPAA policies or routes to appropriate personnel. (35%) Prints laboratory reports using Labware, Harvest and Perkin‑Elmer computer systems. Prints reports according to stated times established for each computer system. Prepares and delivers reports to the mailroom by 11:30 daily. Removes all inter‑agency reports and sends via inter‑agency mail. (10%) Reports out, verbally, rabies test results to submitter and if necessary to Public Health Regions, depending on final test result. (10%) Verifies, generates, and distributes Laboratory submission forms as requested and ensures all information is correct prior to distributing. Provides monthly totals of the number of calls received and the number of duplicate reports generated. Performs all tasks according to the Standard Operating Procedure (SOP) manual. (5%) Other duties as assigned including but not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or continuity of operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location. (5%) Supports the creation of a laboratory‑wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace. Knowledge, Skills and Abilities
Knowledge of leadership qualities such as adaptability, flexibility, dependability, and accountability. Knowledge of generally accepted modern office administration, policies, and procedures. Knowledge of working with confidential medical records/files/information. Skill in answering phones and responding to all requests according to area and laboratory policy. Skill to perform tasks with a high degree of accuracy and attention to detail. Skill in basic computer functions such as retrieving data and researching pennant material or archived documents. Ability to handle the demands of a fast‑paced office with constantly changing demands and priorities. Ability to follow written and oral instructions. Ability to work cooperatively in a team setting. Ability to communicate and interact effectively with members of the public. Ability to respond to public inquiries in a timely manner. Ability to work in a professional customer service environment. Ability to prioritize work, manage time effectively and meet deadlines. Ability to use initiative and independent judgment within established deadlines. Initial Screening Criteria
At least 1 year experience assisting customers via phone, fax, or email. Experience answering large volumes of phone calls in a call center or similar work setting. Experience working with confidential material such as personal/sensitive information, medical records, or banking information. ADA Accommodations
In compliance with the Americans with Disabilities Act (ADA), DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. If reasonable accommodation is needed to participate in the interview process, please notify the person who contacts you to schedule the interview. If you need assistance completing the online application, contact the HHS Employee Service Center at 1-888-894-4747 or via email at HHSServiceCenter.Applications@ngahrhosting.com. Salary Information, Pre‑employment Checks, and Work Eligibility
The salary offered will follow DSHS starting salary guidelines. Any employment offer is contingent upon available budgeted funds. Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks. DSHS uses E‑Verify. You must bring your I‑9 documentation with you on your first day of work. Download the I‑9 form.
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Customer Service Rep I
role at
Texas Department of State Health Services . Location:
Austin, TX 1100 W 49TH ST (DHT), 78756 Posting Number:
12128 Closing Date:
01/14/2026 Shift:
Regular Weekend Day (Not eligible for Telework) Travel:
Up to 5% Salary:
$2,694.33 - $3,946.25 per month (Texas‑A‑11) Job Type:
Full Time, Regular Department:
Quality Assurance Brief Job Description
Works under the supervision of the Manager I of the Laboratory Reporting Branch. Responds to telephone/fax/email requests from health care professionals for laboratory test results. Prints all laboratory test results using the Labware, Harvest and Perkin‑Elmer computer systems. Reports out Rabies results up to three times daily. Verifies, generates, and distributes master submission forms. Assists with other Laboratory Reporting Branch duties as needed. Supports the creation of a laboratory‑wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace. Works Saturdays as needed. Essential Job Functions
(35%) Responds to request by phone, fax or email from health care professionals requesting confidential patient test results using current LIMS systems (Harvest, Labware, Perkin Elmer) following all HIPAA policies or routes to appropriate personnel. (35%) Prints laboratory reports using Labware, Harvest and Perkin‑Elmer computer systems. Prints reports according to stated times established for each computer system. Prepares and delivers reports to the mailroom by 11:30 daily. Removes all inter‑agency reports and sends via inter‑agency mail. (10%) Reports out, verbally, rabies test results to submitter and if necessary to Public Health Regions, depending on final test result. (10%) Verifies, generates, and distributes Laboratory submission forms as requested and ensures all information is correct prior to distributing. Provides monthly totals of the number of calls received and the number of duplicate reports generated. Performs all tasks according to the Standard Operating Procedure (SOP) manual. (5%) Other duties as assigned including but not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or continuity of operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location. (5%) Supports the creation of a laboratory‑wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace. Knowledge, Skills and Abilities
Knowledge of leadership qualities such as adaptability, flexibility, dependability, and accountability. Knowledge of generally accepted modern office administration, policies, and procedures. Knowledge of working with confidential medical records/files/information. Skill in answering phones and responding to all requests according to area and laboratory policy. Skill to perform tasks with a high degree of accuracy and attention to detail. Skill in basic computer functions such as retrieving data and researching pennant material or archived documents. Ability to handle the demands of a fast‑paced office with constantly changing demands and priorities. Ability to follow written and oral instructions. Ability to work cooperatively in a team setting. Ability to communicate and interact effectively with members of the public. Ability to respond to public inquiries in a timely manner. Ability to work in a professional customer service environment. Ability to prioritize work, manage time effectively and meet deadlines. Ability to use initiative and independent judgment within established deadlines. Initial Screening Criteria
At least 1 year experience assisting customers via phone, fax, or email. Experience answering large volumes of phone calls in a call center or similar work setting. Experience working with confidential material such as personal/sensitive information, medical records, or banking information. ADA Accommodations
In compliance with the Americans with Disabilities Act (ADA), DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. If reasonable accommodation is needed to participate in the interview process, please notify the person who contacts you to schedule the interview. If you need assistance completing the online application, contact the HHS Employee Service Center at 1-888-894-4747 or via email at HHSServiceCenter.Applications@ngahrhosting.com. Salary Information, Pre‑employment Checks, and Work Eligibility
The salary offered will follow DSHS starting salary guidelines. Any employment offer is contingent upon available budgeted funds. Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks. DSHS uses E‑Verify. You must bring your I‑9 documentation with you on your first day of work. Download the I‑9 form.
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