Job Description

JOB TITLE: Customer Service Call Center Specialist (Remote) LOCATION: San Diego, CA, work from home, will re-evaluate summer 2021 if the positions will return to the onsite office in San Diego, CA SCHEDULE: Monday – Friday 8am – 5pm, some flexibility may be required PAY: $16 per hour DURATION: Temporary to permanent (Based on performance and business need)

POSITION SUMMARY:

This position is a client-focused position responsible for leveraging technology to provide assessment, problem-solving and referral assistance over the phone. A successful Customer Service Call Center Specialist knows the importance of empathy, advocacy, and cultural competency when helping clients access the services needed to maintain healthy individuals, households, and communities. This position requires a creative intellectual with critical thinking skills and a desire to help those in need.

RESPONSIBILITIES

· Support COVID-19 response for public inquiries regarding prevention, testing, tracing and treatment

· Navigate multiple sources of information and provide most up-to-date information with confidence

· Ability to support call needs with changing information and updates at COVID-19 response efforts advance

· Perform in-depth screening for community programs for the purpose of educating, navigating and connecting clients with needed services

· Use needs assessment to identify programs to assist the client based on the social determinants of health

· Actively listen to clients to develop a strategy that identifies solutions to barriers to access

· Identify and accurately refer clients to appropriate community resources that may address the clients’ additional health and social needs

· Accurately document all client interactions and unmet needs in the systems to assist in the identification of gaps in services that can be addressed

· Facilitate client access to community resources and agencies

· Identify and assist with barriers to care and monitor client progress

· Use active listening and conversational intent in all interactions to provide high-quality confidential connections to resources and services for all clients

· Manage follow-up conversations with clients to identify needs for advocacy, further services, and feedback regarding services received

ALWAYS ACTS IN ALIGNMENT WITH THE COMPANY VALUES.

· Seeks continuous learning opportunities to promote growth, professional and personal development

· Continuously monitors and improves personal productivity, quality scores, client satisfaction survey scores, and efficiency

· Engages with and contributes to the positive culture of the organizations core values

· Works collaboratively with our community partners to improve San Diego’s system of care

· Assists with special projects as requested

QUALIFICATIONS

· Associate’s Degree or higher

· Healthcare experience recommended

· EQUIPMENT: Must possess an ethernet port at home or router to plug in a ethernet cord for VPN Connectivity

· 1-2 years’ experience working directly with clients in a non-profit, community-based health or social services agency, information and referral service, counseling center, or charitable organization, or healthcare setting

· Experience or education in the fields of social sciences and humanities such as public health, social work, human development, psychology, and/or sociology

· Ability to think critically, solve problems creatively, and effectively assist clients in difficult situations

· A positive attitude, desire to learn and grow and aspirations to lead

· A focus on the growth and well-being of people and the communities to which they belong

· Excellent verbal, written and interpersonal communication skills

· High level of proficiency in web-based systems, real-time communication systems (i.e.: chat), Microsoft Office, and other Client Record Management systems

· Must actively pursue individual AIRS certification, if eligible

· The desire to seek learning opportunities to promote growth, professional and personal development

· Ability to think critically, solve problems creatively, and effectively assist clients in difficult situations.

· Bilingual English/Spanish is highly desirable