COVID-19 Call Center Lead

Bucks County Department of Health, is seeking a COVID-19 Call Center Lead to support COVID-19 operations. This is in tandem with state-wide efforts to increase testing, improve communication and implementation of isolation and quarantine. This will fortify efforts to control the pandemic within Pennsylvania.

The COVID-19 Public Information lead is responsible for managing public inquires through the health departments call lines. This individual will supervise public information responses and will work with the Public Information Lead to adjust call scripts. This position is also tasked with maintaining information on the number and types of call being received.

·        Triage calls to ensure appropriate individual are responding

·        Respond to public inquires

·        Supervise call responses

·        Support the development of call scripts

·        Deescalate angry/distressed callers

·        Maintain call center records and logs

·        Assist in case investigation and contact tracing as needed

·        Bachelors or master's in public health or communications

·        “Making Contact: A Training for COVID-19 Contact Tracers” (ASTHO) completed by date of hire

·        Excellent organizational and communication skills and attention to detail

·        Ability to speak, read, and write English

·        Ability to handle confidential information with discretion

·        Ability to maintain composure and professionalism in stressful situations

·        Salary is commensurate with experience and qualifications. This position comes with a comprehensive benefits package consisting of medical and dental coverage, paid sick, vacation, and personal time, and a retirement plan