COVID-19 Call Center Responder
Bucks County Department of Health, is seeking a COVID-19 Call Center Responder to work in tandem with BCDH Case investigators and Contact Tracing to ensure continuity of BCDH COVID-19 messaging and guidance that is adequately conveyed to the public.
Duties and Responsibilities:
- Managing large amounts of inbound and outbound calls and emails in a timely manner. Returning incoming calls from individuals who want COVID-19 testing, isolation/quarantine instructions, conduct COVID-19 Isolation Release Evaluations, manage complaints, troubleshoot significant exposure concerns, and provide general COVID-19 information.
- Responders will keep records of all conversations in a comprehensible way (e.g. must have legible hand writing and excellent summary skills).
- Identifying callers’ needs, clarifying emerging medical, social and scientific information related to COVID-19; researching and assuring that information/guidance provided offers adequate solution to caller inquiry.
- Responder will keep caller satisfaction at the core of every communication interaction.
Minimum Qualifications:
- Bachelor's or master’s degree in public health or communications preferred
- “Making Contact: A Training for COVID-19 Contact Tracers” (ASTHO) completed by date of hire
- Strong phone and verbal communication skills along with active listening
- Ability to learn and translate COVID-19 facts and BCDH guidance to the general population
- Ability to interact professionally with culturally diverse individuals during a time of crisis and distress, and is adaptable to different personality types.
- Ability to multi-task, set priorities and manage time effectively, and remain within public health scope
- Second or multiple languages a plus (especially Spanish, Russian, Gujarati)
- Ability to handle confidential information including strict adherence to HIPAA compliance
Salary and Benefits:
- 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
This position is full-time, Monday through Friday, and some evening and weekend hours, at the Bucks County Department of Health in Doylestown, PA. The position is grant funded for a minimum of one (1) year. Continuation of the position is dependent on sustained grant funding.
This position is hired through partner community organization. Individuals hired for this position will be employees of Concilio on placement at the Bucks County Department of Health.