Job Description

REQUIREMENTS:

• 1-2 years of experience in customer service, contact center, or customer support position
• Strong communication, organizational, and critical thinking skills; sound judgment and attention to detail
• Experience conducting telephone-based or in-person interviews
• Ability to interact appropriately and effectively with a wide range of persons
• Ability and demonstrated proficiency in speaking, reading, and writing English (bilingual in Spanish is a huge plus!)
• Proficiency in basic computing and ability to access and navigate various databases and software programs following training
• Ability to show patience and empathy, and be nonjudgmental towards distressed individuals
• Excellent interpersonal skills and ability to interact professionally with people
• High School Diploma or equivalent required
• Must have stable WIFI / Internet connectivity from working area
• Comfortable with flexible shifts, and schedules (may be required to work some weekends)
  • Operating Hours: 8 AM - 8 PM MONDAY- SUNDAY
• Ability to obtain the following certification quickly;
  • Asthos Learning: Making Contact: A Training for COVID-19 Contact Tracers Certification (https://learn.astho.org/p/ContactTracer)

PREFERRED:

• Bilingual in Spanish is a huge plus!
• Bachelor’s degree in public health, social work, or another related field
• Health-related professional experience

OVERVIEW:

Case Investigators are responsible for initial outreach to patients identified as being diagnosed with COVID-19 to learn more about the people who they have had close contact with, and providing them with information and guidance to interrupt ongoing transmission and reduce spread of COVID-19.

The Case Investigator will use the ADHS Contact Tracing platform and telephony system to communicate with assigned patients, obtain symptom information, refer contacts for testing, and provide instructions for quarantine, isolation and other measures. Case Investigators are required to follow all scripts, policies, and procedures provided by Insight Global and ADHS, and will comply with ADHS training regarding confidentiality and the handling of personally identifiable information (PII) and personal health information (PHI). Case investigators will be given a case within the ADHS system, as well as a script detailing guidance on how to conduct an interview, what information to collect, questions to ask, comments to make, and guidance to provide. If the nature of the case involves a need for social services, the investigators may need to escalate to their supervisors or appropriate parties for case completion and follow up.

SPECIFIC DUTIES:

• Work in collaboration with the ADHS leadership to coordinate outreach to patients who have been tested and diagnosed as positive for Covid-19 (index patient), provide information for isolation and containment, and debrief on contact history.
• Case Investigators may also be required to call contacts identified through interview of newly diagnosed index patients.
• Communicate with contacts in a professional and empathetic manner maintaining emotional and cultural awareness.
• Collect and record information on symptoms and needs into ADHS systems with completeness and accuracy.
• Provide contacts with approved information about isolation and quarantine procedures, and if appropriate, refer them to testing according to ADHS protocol and/or to seek assistance from medical care facilities for further treatment.
• Follow a set script to inform contacts about the importance of isolation or quarantine and what to do if symptoms are present or develop.
• Maintain daily contact with ADHS on outreaches completed and any escalations noted.
• Case Investigators may be assigned to each index patient for regular follow-up and check-ins per ADHS protocol.
• Documenting case interview information in the ADHS system
• Providing guidance and information on social services, or escalating to appropriate parties to complete open cases.