Job Description

Remote: Specific to Baltimore county

Pay: $17.84 hr.

Includes paid sick leave / holidays as well

Must have own equipment i.e.: Computer (laptop or desktop), headset and high speed internet

Must be flexible with schedule, may include weekends

Training: paid, 3-5 days (must be able to retain information easily and quickly)

Background required- Call Center (medical or health discipline preferred) Doc office exp a plus as well

MUST be a US Citizen and currently reside in US

Below are the specifics:

Position Title: Vaccination Specialist (JD attached) SCA Mapped: Customer Service Representative III Pay Rate: Focus counties with CSRIII pay rates less than $17 per hour. Guidant will need to verify pay rates with the client. Please send us the counties you plan to focus, ideally 4-5 maximum. H&W: Paid in lieu of benefits –$4.22 H&W benefit(Paid Sick Leave EO) Background check: Call Center – No Education/No Employment (Orangetree) BYOD (below are the technology requirements Project: 100% remote Start Date: Friday, April 30, 2021 Full/Completed roster due to GG by 1pm EST 4/22 (I will circle back with a roster/tracker template)

TECHNOLOGY REQUIREMENTS:

Internet connection meeting or exceeding the specifications below.

Computer: Desktop or Laptop with these minimum characteristics:

• Intel Core i5 Processor with 8 GM memory

• 256GM hard drive

• Windows 10

• 1 USB Type C 3.1 Gen 2 port (for headset)

• 1 RJ-45 connection

Headset: Wired headset and microphone with a USB C connection

Internet Connectivity:

• Wired internet connection

• Download – 20 Mbps minimum

• Upload – 5 Mbps minimum

Please note the bandwidth requirements are minimum for remote work-from-home agents, to support agent project workflow.

For shared home access, additional bandwidth is needed where multiple family members are sharing household bandwidth with Streaming video/Remote learning, etc.

Essential Job Duties and Responsibilities:

Answer incoming calls from citizens related to COVID-19 vaccination scheduling, including the general public. Make outgoing calls to follow-up on vaccination questions, should this become a requirement. Respond to inquiries resulting from COVID-19 vaccination scheduling questionnaires or communications. CSR will be required to evaluate the needs of the caller to determine the best course of action to assist in scheduling a time frame for the vaccine. CSR will use independent judgement to understand the logistics of the available time slots and if the location/ distance / time of available vaccines is a reasonable distance/time frame to accept the available appointment. Transfer/refer citizens to appropriate entities according to the established guidelines. Facilitate the fulfillment of caller requests for materials via email, email, or download. Maintain a current understanding of CDC Info regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner. Adhere to the Privacy Act as it relates to the confidentiality of information released. Continually look for and suggested process improvements, which will benefit the Client, CDC and the public (inquirers). Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate. Escalate calls or issues to the appropriate designated staff for resolution as needed. Track and document all inquiries using the applicable systems. Facilitate translation services for non-English speaking callers according to procedures. Attends meetings and training's as requested and maintains up-to-date knowledge of all programs and systems. Meet Quality Assurance (QA) and other key performance metrics. Report problems that occur and assist with the resolution. Utilize databases and written materials to look up and provide information to telephone inquiries. Respond to telephone inquiries within the set departmental staffing and time parameters. Maintain appropriate documentation of phone inquiries.

Education and Experience Requirements:

At least six months of experience in medical or public health discipline. High School diploma or GED, 4-year degree highly preferred. Highly effective communicator with strong ability to provide empathy and excellence customer experience. Clinical knowledge of and experience in medical, public health and/or CDC related topics. Strong data entry and telephone skills Proficient internet search skills. Previous experience in customer service required. Working knowledge of Microsoft office and ability to learn and utilize software applications. Excellent organizational, interpersonal, written, and verbal communications skills. Excellent listening, comprehension, communications (verbal and written) problem solving and customer service skills. Ability to work independently and communicate effectively. Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks. Ability to perform comfortable in a fast-paced work environment. Ability to successfully execute many complex tasks simultaneously. Ability to work as a team member, as well as independently. Previous experience with computers, phone systems, and headsets preferred. Previous experience in customer service required.

Hours of Operation:

Sunday to Saturday 8:00 am to 12:00 am EST – Candidate must be flexible and able to work any shift within the hours of operation.

Contract Requirement:

Must be US Citizens

Company Description

Throughout the past 25 years plus, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries. We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries. MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations. We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com Get started on your career journey today! Apply to become a part of the MMC Team! We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.