General Information
| Job Description | MED OFC SVC CRD 1 | Working Title | Covid Resource Representative |
|---|---|---|---|
| Job Code | 009212 | Grade | |
| Department Name | Community Engagement - D02006 | Department Head | Katherine Hansen |
| Supervisor | Linda Roney | Effective Date | 01/12/2021 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Department Custom Scope
| The Covid Resource Representative is a non-licensed professional providing support to employees and community members. Will reach out to people (contacts) who have been exposed to COVID-19 and provide education and guidance to interrupt ongoing disease transmission. Dialogue with contacts will be guided by standard protocols to obtain any COVID-19 symptoms history, provide instructions for voluntarily self-quarantine, and provide information regarding testing locations. In addition, this position will assist with the testing/collection site sample collection, including greeting patients, directing them to a parking space, and observing specimen collection. This position will require prioritization, prompt action, and attention to detail in documentation and data management as multiple investigations and sample collections will be conducted simultaneously. The position will participate in ongoing training and new information is available and are required to follow all designated scripts and comply with policies and procedures provided by the UCR regarding confidentiality and data security for the handling of sensitive client information and protected health information. The position may require both onsite and telework activities, while complying with all requirements for client confidentiality, records, and data security. The position may require working non-standard hours (i.e., evenings, weekends). The position may require some travel and occasional participation in off-site functions. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| A degree in a healthcare, business or related field. | Preferred |
Experience Requirements
| Experience | Requirement |
|---|---|
| A minimum of one (1) year of administrative experience working in an office, call center, or community role assisting others. | Required |
| Experience conducting telephone-based or in-person interview, data collection and data entry. | Preferred |
| Bilingual skills in English and Spanish. | Preferred |
| Experience with medical terminology. | Preferred |
| Experience using strong verbal and written communication skills, including active listening, emotional intelligence, to effectively communicate with patients of varying ages, diagnosis, and multicultural backgrounds. | Required |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|---|
| Medical Assistant training or certification. | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Call Center: Covid Information / Resource Line (Communications): Greet incoming callers in a friendly and courteous manner, interact politely and helpful when assisting and providing required information to callers. Answers a high volume of clinic multi-line line and assist callers, triage calls, address complaints, retrieve and process voice message. Communicate with people (employees and community members) who may have been exposed to COVID-19 (contacts). Initiate and respond through phone calls, email, and other communication platforms as necessary. Every effort should be made to communicate with the contact via email, telephone, or video conference instead of in-person. Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with patients of varied backgrounds. Responds to cases with rapid turnaround times for communication, initiation and completion of assignments. Assists providers and patients with access and navigation to the patient portal. | 20 |
| Community Clinics: Greet, direct and observe sample collections at the COVID-19 testing/collection site. | 20 |
| Call Center: Covid Information / Resource Line (Exposure Reporting): Notify the employees and community of contact of their exposure to COVID-19, following a script or guidance to provide COVID-19 health education. Conduct notification of exposure in a manner that maintains the confidentiality of the patient (or person who was diagnosed with COVID-19) and ensures that the identity of the patient is NOT disclosed. Following a script, provide approved information and guidance on quarantine procedures and what to do if symptoms develop. Collaborate and coordinate with a team of professionals to efficiently complete contact notification and monitoring assignments. Inform the team and supervisor when attempts to communicate with a contact are unsuccessful. | 15 |
| Call Center: Covid Information / Resource Line (Verification and Documentation): Verify the employee or community members identity during initial communications and prior to disclosing confidential information. Assure confidentiality and carry out efforts to locate and communicate with clients in a manner that preserves the confidentiality and privacy of all involved. Obtain and document relevant information. Utilize a computer, tablet, and/or cell phone with appropriate access to required applications, databases, and/or web-based platforms, daily. Document pertinent information in COVID-19 case investigation forms, and conduct data entry into health department data/surveillance systems while adhering to protocols for completeness, timeliness, and frequency. | 15 |
| Other Duties: May participate in projects to enhance the clinic operations, patient experience, or compliance with regulatory agencies. | 10 |
| Training and Compliance: Participate in requisite trainings, regular program meetings and quality monitoring improvement activities in order to ensure and enhance the quality of contact notification activities and program outcomes. At all times, maintain patient confidentiality and ensure that all information is collected in concordance with local data privacy and confidentiality standards. Protects patients' rights by maintaining confidentiality of personal and financial information. Protects patient confidentiality by making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended. | 10 |
| Special Projects / Travel: May be required to travel to other clinic locations, community health events, and the UC Riverside campus offices. | 10 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Ability to use discretion, maintain confidentiality and ethical conduct. | Required |
| Ability to maintain a work pace appropriate to the workload and ability to work well in a constantly changing environment. | Required |
| Ability to receive constructive feedback. | Required |
| Critical thinking and problem-solving skills, and the ability to use sound judgment in responding to client issues and concerns | Required |
| Must possess the skill, knowledge and ability essential to the successful performance of assigned duties. | Required |
| Proficiency with use of computers (desktop, laptop, tablet), MS Office 365 (i.e., Outlook, Word), and with use of mobile devices (smartphones, mobile apps). | Required |
| Ability to work effectively with all levels of staff, establishing and maintaining collaborative professional relationships | Required |
| Strong time management skills (organization, prioritization, multitasking). | Required |
| Ability to work independently and as part of a multidisciplinary team. | Required |
| Excellent customer service and strong interpersonal skills. Must demonstrate customer service skills appropriate to the job. Ability to recognize and handle customer complaints. Ability to interact in a non-judgmental manner with culturally diverse populations and persons experiencing a wide range of social conditions. | Required |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Valid Drivers License | Required |
| Travel | Required |
| Overtime | Required |
| Shift Work (hours outside standard Mon-Fri 8AM-5PM work hours) | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| General Direction |
Environment
Working Environment
| Physician office/healthcare/community health settings. |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |