Please note: Applicants considered must be residents of the state of New Jersey.
This temporary assignment is expected to last approximately 6-12 months; however, assignment may be shortened or lengthened based on business need.
This temporary position is not eligible for benefits.
The Healthcare Call Center Representative is responsible for assisting with consumer registration in the state provided online vaccination registration system, provide guidance on scheduling wait times, schedule vaccination appointments in the state provided online vaccination registration system, refer consumers to additional resources and other help-lines both through interactive voice response and, if needed, through a warm handoff. Outbound duties are to make reminder calls to potential recipients who have previously registered but not scheduled a vaccine appointment yet. Contact targeted populations for vaccination registration and make reminder calls to those who missed or have not scheduled second dose vaccine appointments. Outbound calls could also include education on current State programs.
1. Consumer Call Center Agents.
Follow all scripts, policies and procedures provided by Xtend, and comply with Xtend and Xtend Clients training regarding confidential information related to personal information.
Answer inbound calls from state consumers on the COVID-19 virus, Monkeypox, Flu and any other current health related initiative, register consumers for the vaccination and schedule appointments in the state provided system.
Provide consumers with additional resources and other help lines.
Make reminder calls to potential recipients who have previously registered but not scheduled a vaccine appointment.
Contact targeted populations for registration.
Contact targeted populations for health education.
Make reminder calls to those who missed or have not scheduled a second dose vaccine appointment.
Record information in the online, secure client management system.
Report appropriate information to leadership to assist with decision making, situational awareness and appropriate. interventions to control outbreaks.
Maintain daily communication with supervisor/lead on activities and tasks.
Attend training as necessary.
Keep all training documents organized and keep abreast of new information.
Other duties as assigned.
Mon-Fri 10:00 AM - 6:00 PM EST, Minimum of 1 Saturday per month (10:00AM-4:00PM EST)
High school diploma
Experience in handling customers with professionalism, diplomacy and consideration for the customers concerns (additional equivalent education above the required minimum may substitute for the required level of experience
Exceptional active listening skills
Ability to demonstrate empathy for those affected by COVID-19 or other applicable health related situation
Excellent verbal and written communication skills
Willingness to ask questions, troubleshoot problems, and escalate issues when necessary
Ability to conduct phone interviews in a professional manner that reflects emotional and cultural awareness
Excellent computer and internet navigation skills
Proficient typing and data entry skills
Ability to relay and capture information accurately
Ability to think critically
Effective decision-making skills
Routinely exhibits sound judgement
Efficient time management skills
Fast learner with the ability to maintain an in-depth understanding of the training curriculum
Ability to work in an environment where strict adherence to policies and procedures is required
Always strive to establish professional rapport with clients and organizations
HOME OFFICE / COMPUTER / INTERNET REQUIREMENTS:
A private workspace or home office free from distraction
Access to laptop or desktop with Microsoft Windows 10 Operating System with S Mode disabled; with a minimum of 5GB of available disk space and at least 4 GB of RAM. (The desktop/laptop cannot be more than 3 years old); or a Mac computer with most current update. (Chromebooks and MacBooks are not supported at this time)
If using a Mac, it must be a 64-bit Intel based Mac with the most current update available completed.
Anti-virus software (this is free and available on the internet)
Reliable, high speed internet (minimum 10MB download and upload speed); such as Cable or Fiber. (DSL and Satellite are not supported)
Access to landline or cell phone
You must have a smart phone or tablet that has the ability to download and run the Microsoft Authenticator App. Please note: a Chromebook or tablet can be used to download this App, however they are NOT compatible with the systems you will work from and therefore cannot serve as your work computer. (Microsoft Authenticator App may be downloaded to a smart phone that is using the most recent operating system. For Apple users, this app can be found in the App store. For Android users, this app can be found in the Play store.)
Experience addressing the questions and concerns of patients or clients
Some College in a health-related field (i.e., public health, nursing, psychology, social work, counselling, or another field of allied health)
Work or volunteer experience in public health or a health-related field
Experience with conducting health-related interviews
Experience with REDCap data entry
Prior experience in a high-volume call center