SCOPE OF POSITION:
Responsible for supervising assigned staff and working with an individual who has a positive test for COVID-19 to help them recall everyone with whom they have had close contact during the timeframe while they may have been infectious. Track, inform, and educate those who have been in close contact with a confirmed or suspected contagious COVID-19 patient. Interview the patient and investigate data to trace the patient’s contacts, and coordinate next steps for contacts. Provide staff coaching and training.
ESSENTIAL JOB FUNCTIONS:
- Direct, coach and evaluate assigned staff. Ensure the quality and accuracy of employees’ work product and that staff meet performance goals within designated time frame.
- Monitor assigned staff’s performance for accuracy, quality, timeliness, adherence policy and follow up.
- Assist staff in problem resolution. Serve as a resource and mentor staff.
- Act as a resource to internal and external customers for information pertaining to specialty area focus.
- Understand Contact Interviewing and Contact Tracing in the context of a pandemic.
- Basic introduction into the standardized processes of Contact Interviewing and Contact Tracing.
- Immediately identify and interview people with SARS CoV-2 infections and COVID-19 (i.e., disease).
- Documentation of interviews in a digital system.
- Response to common requests and referral for SARS CoV-2 testing.
- Support isolation of those who are infected.
- Warn contacts of their exposure, assess their symptoms and risk, and provide instructions for next steps such as quarantine.
- Link those with symptoms to testing and care.
- Understand patient confidentiality, including the ability to conduct interviews without violating confidentiality (e.g., to those who might overhear their conversations).
- Understand the medical terms and principles of exposure, infection, infectious period, potentially infectious interactions, symptoms of disease, pre-symptomatic and asymptomatic infection.
- Excellent and sensitive interpersonal, cultural sensitivity, and interviewing skills such that they can build and maintain trust with patients and contacts.
- Basic skills of crisis counseling, and the ability to confidently refer patients and contacts for further care if needed.
- Resourcefulness in locating patients and contacts who may be difficult to reach or reluctant to engage in conversation.
- Ability to show empathy to distressed individuals and assist with identifying solutions to problems identified.
- Understand when to refer individuals or situations to medical, social, or supervisory resources.
- Interview client, family and/or professional sources to determine client’s needs for a variety of social services which may include employment, job search and basic skills remediation.
- Conduct on-going monitoring and assessment of service delivery for optimum quality and efficiency, and authorizes and recommends changes and adjustments as needed.
- Maintain comprehensive case records, summaries, statistical and narrative reports and completes required forms.
- Establish effective working relationship with clients, family, community, and professional sources.
- Provide direct casework service through individual/group conferences, counseling and/or site visits.
- Supply information and responses to inquiries regarding services for clients, family, community, and government agencies.
- May provide supportive casework to clients prior to, during or after hospitalization based upon physician’s diagnosis and recommended treatment.
- Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
- Additional duties as assigned.
PHYSICAL AND SENSORY REQUIREMENTS (WITH OR WITHOUT THE AID OF MECHANICAL DEVICES):
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to lift up to 50 pounds. Must be capable of performing the essential functions of this job, with or without reasonable accommodations.
Required Skills
KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to maintain confidentiality
- Type 40 wpm
- Customer service
- Initiative
- Ability to multitask
- Ability to prioritize
- Professional
- Attention to detail
- Ability to meet deadlines
- Intermediate skill level with MS Office (Word, Excel and Outlook)
- Use various office machines, including telephone, fax and multi-functional printer/copier/scanner
- Strong communication skills on the telephone and/ or written correspondence
- Exceptional skills in Business English
- Strong organizational skills
- Flexibility
- Work in a team setting
- Ability to relate professionally and positively with staff, business partners, customers, constituents, recipients and the public
- Regular and punctual attendance
- Time management skills
- Problem solving skills
Required Experience
EDUCATION:
Required: High School Diploma
Desirable: Associates Degree or additional education
EXPERIENCE:
Required: Three (3) years’ customer service and call center experience. One (1) year of leadership experience.
Desirable: Previous remote call center supervisory experience.
INTERNET REQUIREMENTS:
Own telephone and wireless internet (WiFi)
Equal Opportunity Employer/Veterans/Disabled EEO IS THE LAW
AFMC, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability or any other status protected by federal, state and/or local law. AFMC invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request, which may be made in person or by telephone (501) 212-8796, by fax (501) 212-8797 or by U.S. mail Attn: Human Resources, 1020 West 4th Street, Suite 300, Little Rock, AR 72201.