Urgent Response Specialist

SHIFT:

Rotating (United States of America)

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.


CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.


A Brief Overview
The Center for Public Health Readiness and Response (CPRR) promotes health and reduces harm related to public health threats for CHOP employees, patients, and our community by providing creative and reliable access to public health information when it's needed most.

CPRR's Urgent Response Program serves CHOP employees, patients, and community by way of its Employee Safety Line and Public Health Resource Line contact centers. Means of communication include phone, chat, ServiceNow forms, and other two-way communication and education modalities.

By way of these modalities, this role will triage cases and complete risk assessments for individuals engaging with the CPRR. Responsibilities include educating employees on the safe application of infection prevention guidelines, as well as providing support to employees after exposures to infectious diseases and other hazards. This position also supports patients and the community by providing education and guidance through CPRR's Public Health Resource Line, as well as through in-person educational events.

This role must have a strong skill set in educating healthcare workers and patients, promoting safe and efficient patient care, multitasking, and navigating multiple computer databases and resources. This role requires a strong command of telephone etiquette, including the ability to listen actively, speak clearly, and maintain a professional and positive demeanor during all call interactions.

Shifts needed are day or evening (7am-3pm and 3pm-11pm), 5 days per week. Weekends and holidays are rotating.

Hybrid schedule after probation period

What you will do

• Call and Case Management
• Triage inquiries from CHOP employees, patients, and the public. Collect information necessary to apply the individual’s situation to algorithms and guidelines provided by CHOP and external public health authorities.
• Provide consultation and education to healthcare providers, patients, and families on the practical methods of preventing and controlling the spread of infectious diseases.
• Advise staff on appropriate isolation practices and use of personal protective equipment for a broad range of infectious agents.
• Perform contact tracing of potential exposures at CHOP. Partner closely with Infection Prevention and Control and Occupational Health colleagues to manage employee exposures and ensure receipt of follow up care, if needed.
• Collaborate with external partners (i.e., departments of health) to produce reports in an efficient manner.
• Complete initial intake for calls outside of scope, handled by other CPRR team members or other departments at CHOP.
• Navigate and refer employees to mental health resources.
• Complete necessary registration and scheduling, as required for various programs in CPRR.
• Prepare/maintain medical records and respond to correspondence.
• Refer to partners or subject matter experts for case consultation, as required.
• Educate individuals on topics significant to public health and/or CHOP on an ongoing or episodic basis.
• Document all encounters and employee risk assessments in a thorough manner.
• Support the enterprise by responding to a multitude of public health threats that impact the organization and/or patient care.
• Customer Service and Professionalism
• Handle all interactions with courtesy, patience and empathy, even in challenging situations.
• Respect customer confidentiality and handle sensitive information with care.
• Provide individuals with a calm evaluation of the incident and make complete, concise, and relevant management recommendations.
• Attempt to provide individuals with action-oriented resources for all cases.
• Disengage politely from calls, particularly those who are seeking information not applicable to the services of the CPRR.
• Role model professionalism and teamwork in all interactions.
• Serve as a resource for peers within the department.
• Ensure that care incorporates professional standards of practice and regulatory requirements.
• Manage the release of information in accordance with Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI).
• Professional Development
• Identify opportunities for improvement and makes recommendations.
• Attend and participate in learning opportunities, such as departmental staff meetings, presentations, and external offerings.
• Apply education and training from departmental in-services and external sources to enhance practice.
• Demonstrate health care informatics competency in order to manage patient care.
• Resource Management
• Assist with team projects/assignments to help improve contact center workflow and quality of services.
• Provide surge preparation and coverage when needed and available.
• Participate in promoting quality, efficient, and cost-effective care.
• Identify opportunities for improvement and make recommendations.
• Manage own time to accomplish direct/indirect care in a cost-efficient manner.

Education Qualifications

• High School Diploma / GED - Required
• Bachelor's Degree - Preferred

Experience Qualifications

• At least three (3) years of customer service, call center or healthcare related experience - Required

Skills and Abilities

• Intermediate proficiency with office software (Microsoft)
• Substantial knowledge of medical terminology/diagnostics and basic infectious disease principles preferred (Preferred proficiency)
• Excellent verbal and written communications skills
• Excellent customer service skills
• Excellent interpersonal skills
• Strong time management skills
• Strong organizational skills
• Strong critical thinking / problem-solving skills
• Ability to maintain confidentiality and professionalism
• Ability to gather, analyze and make recommendations/decisions based on best practices
• Ability to convey complex or technical information in an easy-to-understand manner
• Ability to collaborate with stakeholders at all levels
• Ability to be flexible and adaptable to change

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

$21.05 - $26.35 Hourly

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.