Job Description Summary
Essential Job Duties:
• Initiate prompt communication with people identified to have had contact with an individual who tested positive for COVID-19 (contacts) through text, phone calls, email, and other communication platforms as necessary.
• Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with patients of varied backgrounds.
• Verify the contact’s identity during initial communications and prior to disclosing confidential information. Assure confidentiality and carry out efforts to locate and communicate with clients in a manner that preserves the confidentiality and privacy of all involved.
• Notify the contact of their exposure to COVID-19, following all scripts and procedures. Conduct notification of exposure in a manner that maintains the confidentiality of the person who was diagnosed with COVID-19 and ensures that the identity of the patient is NOT disclosed.
• Obtain and document relevant information, including contact demographics, underlying medical conditions, and other risk factors.
• Conduct follow-up contacts to assess signs/symptoms as required. Facilitate referrals for testing and medical evaluation for clients who become symptomatic.
• Utilize a computer, tablet, and/or cell phone with appropriate access to required applications, databases, and/or web-based platforms, daily.
• Document pertinent information in COVID-19 contact tracing forms, and conduct data entry into systems while adhering to protocols for completeness, timeliness, and frequency.
• Participate in requisite trainings, regular program meetings and quality monitoring improvement activities in order to ensure and enhance the quality of contact notification activities and program outcomes.
• Maintain patient confidentiality and ensure that all information is collected in concordance with data privacy and confidentiality standards.
• Facilitate translation services for non-English speaking callers according to procedures.
• Meet Quality Assurance (QA) and other key performance metrics.
• Responsible for adhering to established safety standards.
• Perform other duties as assigned by management.
Qualifications:
• Strong verbal and written communication skills, including active listening, emotional intelligence
• Ability to interact in a non-judgmental manner with culturally diverse populations and persons experiencing a wide range of social conditions
• Critical thinking and problem-solving skills, and the ability to use sound judgment in responding to client issues and concerns
• Must be able to read, write, speak and comprehend English.
• Ability to adapt to changing environments and receive constructive feedback
• Ability to use discretion, maintain confidentiality and ethical conduct
• Ability to work effectively with all levels of staff, establishing and maintaining collaborative professional relationships
• Strong time management skills (organization, prioritization, multitasking)
• Proficiency with use of computers (desktop, laptop, tablet)
• Second or multiple languages preferred, specifically Spanish
Education and Experience Requirements:
• Must have a High School Diploma or General Education Development (GED)
• At least 6 months of experience in an inbound/outbound call center (clinical experience preferred)
• Associates Degree and two years of experience in an outbound clinical call center preferred
• Experience conducting telephone-based customer service or in-person interview, data collection and data entry are preferred
Other Requirements:
• Must be able to work from home and comply with remote working policies and requirements
• Must be able to work alternate schedules and holidays when required.
• Hours of Operation are Sunday-Saturday from 6:00 AM to 10:00 PM EST
• Prolonged periods of sitting at a desk and working on a computer.
Job Summary
Essential Duties and Responsibilities:
– Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
– Respond effectively to all forms of inbound and outbound contacts.
– Track and document all inquiries using the applicable systems.
– Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
– Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
– Facilitate the fulfillment of caller requests for materials via mail, email, or download.
– Facilitate translation services for non-English speaking callers according to procedures.
– Escalate calls or issues to the appropriate designated staff for resolution as needed.
– Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
Minimum Requirements:
– High School diploma or equivalent with 6 months- 2 years of experience.