Call Center Operator - GTN Technical Staffing

Call Center Operator

Highlights:
Location: Phoenix, AZ
Position Type: Contract/ contract to hire
Hourly / Salary: BOE
Residency Status: US Citizen
ONSITE ONLY

Our client is looking for a ​​​​​​​Call Center Operator to join their team!

Position Description
 ​​​​​​​ The Community Resource Specialist –Office Assistant plays a critical role in how our client is perceived by the community. You are their “front line”of all calls, questions, complaints, and compliments. With diverse incoming calls and varied outbound connections, you represent every Public Health and County entity. You have an amazing sense of professionalism and are willing to take on that level of responsibility to all constituents. You understand and embrace the concept of public service and are willing to make community satisfaction your primary priority with every interaction. Our work is guided, but not scripted. Transparency and open communication with the team, coupled with: critical-thinking, problem-solving, investigation, research, and kindness are the tenets of our work on the team.
​​​​​​​Critical traits and Capabilities:

• Willingness to learn and the ability to understand guidance and to embrace the research process required to respond to community inquiries
• Empathy and exceptional listening skills, with a great attitude that makes every caller feel like they are being heard
• Ability to handle pressure well
• Ability to stay calm and be emotionally stable, to respond with patience and tact to a difficult caller or a stressful situation
• Excellent verbal communication skills;the ability to not just know the right questions to ask, but when to ask them and how to phrase them in the course of your customer interaction
• Enhanced people skills
• Trustworthy and willing to go above and beyond to ensure a completely- and accurately-informed community member
• Readily able and willing to collaborate with a team
• Professionalism in communication
• Professionalism with regards to basic expectations such as on-time arrival and reliability
• Awareness of call topics to appropriately identify calls that warrant transfer to Epidemiology
• A focus on “Inform, Educate, Empower”–following up every applicable guidance call with an email that contains links to the information shared during the call
• Attention to detail in reporting and tracking each call in the Alchemer survey system

Additional Responsibilities:

• Support the team’s ability to answer and respond to inbound calls –interview callers to determine the nature of the call and review applicable guidance to determine best response to community inquiries
• Process calls received according to policy, procedure and guidance and refer appropriate calls to Epidemiology Follow up applicable guidance calls with an email containing links to information shared during the call, so that callers have the ability to access current information and changes to that information that may occur over time
• Accurately report calls in the Alchemer survey system ensuring each call is captured fully for use in data capture that supports MCDPH awareness and decision making
• Support team's outbound call projects as needed and when available due to low call volume;projects will include: childhood immunizations, 2nd dose projects, outreach for Strike Team events and others projects depending on the needs of other MCDPH organizations
• Accept additional responsibilities such as immunization records requests, team bookmark administration and processing, TTY phone inbound call management, data entry and other requirements as needed
• Independently perform administrative tasks to support the Community Wellness and Health Promotion (CWHP) staff and immunization clinics which may include, but are not limited to: ordering clinic supplies, creating signage and other forms specific to the clinic, preparing documents for storage following county policy and medical records standards
• Use the Arizona State Immunization Information System (ASIIS) to produce custom reports for leadership when requested
• Enter client immunization information into the central database, check database for duplicate records, combine duplicate records (if found), and translate immunization records of clients from other countries to the American equivalent
• Prepare immunization program batch log sheets for all clinics, ensuring total balance for clients seen and immunizations administered
• Utilizing ASIIS and following HIPAA regulations, search for and release client immunization records for medical providers, school personnel, and parents
• Perform quality assurance reviews on data entered into ASIIS, identify trends, and suggest changes

Required Skills:

• Superior customer service skills
• Computer literacy - proficient in MS Office
• Ability to communicate and record information accurately.
• Ability to ask questions to determine specific needs.
• Ability to deal with people patiently.
• Ability to proofread and correct errors.
• Receive and place telephone calls, fill out and verify information on forms or records, as well as proofread to verify that forms are completed properly.
• Handle more difficult issues.
• First-level problem resolution
• Public health/ medical experience preferred.
• Bilingual (Spanish/English) language skills preferred

Required Experience & Education:

• ​​​​​​​Associate degree required - Undergraduate degree preferred
• 3 years of customer service experience required - 1 year of public health/ medical experience preferred
• Secondary language (Spanish) fluency is highly desired.

​​​​​​​"We are GTN –The Go To Network"