EXPANDED SCOPE
FOR
CALL CENTER REPRESENTATIVE OC 1,
2, 3, 4
CALL CENTER REPRESENTATIVE (SPANISH
SPEAKING) OC 1, 2, 3, 4
DATA ENTRY SUPERVISOR PR 1,
4, 6, 7
DUPLICATING MACHINE OPERATOR III OC &
PR 1, 2, 5
MEDICAL RECORDS CLERK OC 1,
4, 6, 8, 9
PHARMACY AIDE OC 1,
2, 5
SENIOR CALL CENTER REPRESENTATIVE OC 1, 2, 3, 4
1.
NAME AND NUMBER
CHECKING
- These questions test for the ability to distinguish between sets of words,
letters, and/or numbers that are almost exactly alike. Material is usually presented in two or three columns, and you will
have to determine how the entry in the first column compares with the entry in
the second column and possibly the third. You will be
instructed to mark your answers according to a designated code provided
in the directions.
2.
OPERATIONS WITH
LETTERS AND NUMBERS - These questions test for skills and abilities in
operations involving alphabetizing, comparing, checking and counting. The
questions require you to follow the specific directions given for each question which may involve alphabetizing, comparing,
checking and counting given groups of letters and/or numbers.
3.
CUSTOMER SERVICE - These questions
test for knowledge of techniques used to interact with other people, to gather
and present information, and to provide assistance, advice and effective
customer service in a courteous and professional manner. Questions will cover
such topics as understanding and responding to people with diverse needs,
perspectives, personalities, and levels of familiarity with agency operations,
as well as acting in a way that both serves the public and
reflects well on your
agency.
4.
UNDERSTANDING AND
INTERPRETING WRITTEN MATERIAL - These questions test for the ability to
understand and interpret written material. You will be
presented with brief reading passages and will be asked questions about
the passages. You should base your answers to the questions only on what is presented in the passages and not on what you may happen
to know about the topic.
5.
KEEPING SIMPLE
INVENTORY RECORDS
- These questions test for the ability to follow instructions in keeping simple
inventory records of different materials received and distributed from a
central location. The ability to add, subtract, multiply, and divide will be
required. You may have to compute total costs from quantities (number of units)
and cost or price per unit. Knowledge of specific record keeping systems and
techniques will not be needed.
6.
CODING/DECODING
INFORMATION
- These questions test for the ability to follow a set of coding rules. Some
questions will require you to code information by converting certain
information into letters or numbers. Other questions will require you to decode
information by determining if the information that has
already been converted into letters or numbers is correct. Complete
directions will be provided; no previous knowledge of or training in any coding
system is required.
7.
SUPERVISION - These questions
test for knowledge of the principles and practices employed in planning,
organizing, and controlling the activities of a work unit toward predetermined
objectives. The concepts covered, usually in a situational question format,
include such topics as assigning and reviewing work; evaluating performance;
maintaining work standards; motivating and developing subordinates;
implementing procedural change; increasing efficiency; and dealing with
problems of absenteeism, morale, and discipline.
8.
MEDICAL
TERMINOLOGY
- These questions test for knowledge of words, phrases, and abbreviations used
in medical diagnosis and therapy. Questions may cover such topics as diseases,
symptoms, pharmaceuticals, medical specialties, anatomy, treatment modalities,
medical supplies, and medical equipment. Prefixes and suffixes used in medical
terminology may also be included.
9.
WORKING WITH
OFFICE RECORDS
- These questions test your ability to work with office records. The test
consists of two or more sets of questions, each set concerning a different problem.
Typical record keeping problems might involve the organization or collation of
numerical data from several sources; maintaining a record system using running
balances; or completion of a table summarizing data using totals, subtotals,
averages and percents. You should bring with you a
hand-held battery- or solar-powered calculator for use on this test. You will not be permitted to use the calculator function of your
cell phone.
The New York State
Department of Civil Service has not prepared a test guide for this examination.
However, candidates may find information in the publication 'General Guide to
Written Tests' helpful in preparing for this test. This publication is
available on line at: https://www.cs.ny.gov/testing/testguides.cfm.
USE OF CALCULATORS IS RECOMMENDED
10/22/22