Call Center Representative - Media, United States - Delaware County, PA

Description

Job Opening:
Call Center Representative

Department DCHD Department of Health

Division Population Health


Posting Date:
March 15, 2024


Salary:
$35,002.50 / Annually / (Non-Exempt)

Shift: 8:30am - 4:30pm Monday - Friday / 37.5 Hours

Summary

The Call Center Representative is responsible for handling calls that come into Delaware County Health Department's (DCHD) Wellness Line call center and providing accurate and caring information to each caller.

The Wellness Line is operated out of the DCHD five days a week to provide support to the health professional community and the public.

This role will be responsible for responding to both calls and emails during specific shifts, assisting in scheduling of clinic appointments, and other duties as assigned.

Essential Duties

Answers and manages calls that come into the Wellness Line during each assigned shift.

Answers and manages emails that come into the Wellness Line Inbox during each assigned shift.

Enters all contacts into the database for tracking calls and follows procedures for reporting issues.

Refers callers to the appropriate department staff or external resource efficiently, and professionally prioritizing a warm and responsive customer service approach.

Communicates trends and recurring issues to the Wellness Line Call Center Coordinator in a timely and clear manner.

Refers crisis calls to appropriate resources quickly and calmly, keeping the Wellness Line Call Center Coordinator informed and requesting support as needed.

Keeps up-to-date on information and resources available across the County for providers and the general public.

Connects callers and emails with clinical providers in consultation with the Wellness Line Call Center Coordinator.

Utilizes call center software to track all contacts.

Assists callers in scheduling clinic appointments.

Participates in mandatory department meetings and assignments per accreditation requirements, including workgroups and continuous quality improvement initiatives.

Performs all other duties, tasks and special projects as assigned.

Qualifications

High School degree required, bachelor's degree in public health, or other related field preferred.

Excellent communication and organizational skills, and attention to detail.

Bilingual ability a plus.

Valid driver's license and ability to pass a background check.

Ability to interact appropriately and effectively with a wide range of persons.

Ability to maintain and handle confidential information.

Ability to follow protocol, procedures, and established guidelines.

Ability to be flexible and adapt to changing circumstances and needs.

A strong work ethic and ability to manage a demanding and changing workload.

Strong relationship-building skills.

• The selected candidate will be required to obtain, at their own expense, 3 forms of clearance, including PA State Police Criminal History Record Check; PA Child Abuse History; and FBI Criminal History Background Check including finger printing prior to employment.

Delaware County Health Department requires all employees be up to date for their COVID-19 vaccination per CDC guidelines. Proof of vaccination must be submitted before a candidate's start date, if hired.

Residence Requirement:
The County of Delaware has a residency requirement for employees.

Anyone applying for this job must reside in Delaware County or be willing to move to the County within three months of starting employment.

Contact

To apply, please fill out our online application form.