Call Center Specialist

Position Description

If you’re looking to be a part of a collaborative environment where your skills can make an impact, explore our current opportunities in creating a better future for public health.

About Harris County Public Health:

Harris County Public Health (HCPH) includes a network of more than 1,100 public health professionals working together to improve health outcomes for the third most populous county in the United States. HCPH provides a multitude of services such as medical and dental services, community programming, and health education for the approximately 2.3 million people in unincorporated Harris County. Through its core values of innovation, engagement, and health equity, HCPH strives to bring meaningful solutions to public health issues while keeping Harris County healthy and vibrant.

Position Overview:

Under general supervision of the Call Center Supervisor, the Call Center Specialist will answer incoming calls on the Disease Information Helpline from the community related to diseases and health, listening to basic concerns and/or issues and give helpful solutions by providing resources and excellent service to meet the community need in a timely manner.

Duties & Responsibilities:

• Answer incoming calls from the community regarding health, diseases, and immunizations.
• Provide customers with appropriate resources, correct guidance, and services to meet their need, including outgoing calls as needed.
• Record and log detailed information on incoming and outgoing calls.
• Schedule patients for immunizations and clinical testing.
• Review local and internal patient registries and provide HCPH patients with immunization records.
• Transfer patients to appropriate local health department.
• Perform additional call center duties during disasters as requested.

Harris County is an Equal Opportunity Employer

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

If you need special services or accommodations, please call (713) 274-5445 or emailADACoordinator@bmd.hctx.net

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

Education:

• High School Diploma or GED.

Experience:

• At least one (1) year of call center experience.

Knowledge, Skills and Abilities:

• Knowledge of the principles and practice of public health including resilience, equity, and social determinants of health.
• Excellent verbal communication skills.
• Ability to interact in a non-judgmental manner with culturally diverse populations and persons experiencing a wide range of social conditions.
• Ability to work effectively and collaboratively with the team.
• Attention to detail, able to adapt to change quickly and smoothly, and able to multi-task.
• Proficient in Microsoft Office suite.

Core Competencies:

Organizational Leadership

• Understands the organizational mission.
• Understands ethics and public good; is concerned with public trust.
• Demonstrates respect for the opinions and beliefs of others.

Collaboration

• Contributes to an inclusive workplace where equity, diversity, inclusion, and individual differences are valued and leveraged to achieve the vision and mission.
• Demonstrates a sense of responsibility for the success of the group.
• Collaborates with others to improve quality and address needs.

Innovation

• Ability to adapt to change.

Interpersonal Abilities/Personal Characteristics

• Treats others with courtesy, sensitivity, and respect.
• Behaves in an honest, fair, and ethical manner.
• Assesses and recognizes own strengths and weaknesses.
• Uses sound judgment.
• Self-motivated.
• Organizes and maintains work environment to allow for maximum productivity.

Communication

• Communicates clearly and effectively, both orally and in writing.

NOTE: Qualifying education, experience, knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. “See Resume” will not be accepted for qualifications.

Preferences

Education:

• Bachelor’s degree.

Experience:

• At least one (1) year of call center experience.

General Information

Position Type and Typical Hours of Work:

• This is a full-time position.
• Days and hours of work are Monday through Friday 8:00 am – 5:00 pm.
• This position may work weekends, early mornings, and evening depending on the need in the community.

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and printers. VPN access and Avaya phone set up will be required for remote access.

Physical Demands:

• This is a largely sedentary role; however, some duties would require the ability to lift up to 20 pounds and bending and standing for periods at a time.

Work Location:

• Harris County Public Health: Office of Epidemiology, Surveillance & Emerging Diseases – 1111 Fannin St. Houston, Texas. 77002.

Employment is contingent upon passing a background check and drug screen.

Due to a high volume of applications positions may close prior to the advertised closing dateor at the discretion of the Hiring Department.

BENEFITS

Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.

The following list of benefits is offered only to employees in regular (full-time) positions:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-term disability
• Employee Assistance Program
• Ten (10) days of vacation each year for the first five (5) years of service
  • Accrual rates increase based on years of service
• Eleven (11) County-observed holidays and one (1) floating holiday
• Professional development opportunities
• Dependent Care Reimbursement Plan
• Healthcare Reimbursement Account
• 457 Deferred Compensation Plan

The following benefits are also available to regular (full-time) employment and may be available to part-time employees:

• Retirement Pension (TCDRS)
• Flexible schedule (varies by department)
• Transportation Assistance (Metro RideSponsor Program)

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County’s behalf as needed.

For plan details, visit the Harris County benefits website:

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