SCOPE OF POSITION:

Responsible for performing case interviews and initial public health risk assessment of COVID-19 cases. Must be able to work weekend, evening and holiday shifts as required.

ESSENTIAL JOB FUNCTIONS:

Provide the first point of contact for COVID-19 positive individuals.

Perform case interviews and initial public health risk assessment of COVID-19 cases according to protocols or guidance as indicated.

Track, inform, and educate escalation queries to non-clinical Contact Tracers.

Ensure the timely and accurate recording of information from those interviews using systems provided.

Provide clinical advice to cases and their contacts as directed by protocols and procedures.

Receive escalation queries from non-clinical Contact Tracers, provide advice and take action as appropriate.

Escalate and refer challenging or complex cases or incidents and outbreaks of COVID-19

Ensure accurate, up to date records of contacts/action by completion of relevant records and compliance with team handover procedures, in line with CDC guidance and procedures.

Utilize judgment, knowledge & expertise to advise or redirect a caller as appropriate

Complete required training to fully carry out job duties, including mandatory updates/refresher training

Contribute to ongoing development of current protocols, guidance and standard operating procedures as appropriate.

Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.

Additional duties as assigned.

Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices):

Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to lift up to 50 pounds. Must be capable of performing the essential functions of this job, with or without reasonable accommodations.

Required Skills

KNOWLEDGE, SKILLS AND ABILITIES:

Ability to modify and adapt methods of communication to account for the differing needs of contacts especially in stressful and difficult situations and ensure polite, efficient and appropriate communications exists at all times.

Ability to maintain confidentiality

Type 40 wpm

Customer service

Initiative

Ability to multitask

Ability to prioritize

Professional

Attention to detail

Ability to meet deadlines

Intermediate skill level with MS Office (Word, Excel and Outlook)

Use various office machines, including telephone, fax and multi-functional printer/copier/scanner

Strong communication skills on the telephone and/ or written correspondence

Exceptional skills in Business English

Strong organizational skills

Flexibility

Work in a team setting

Ability to relate professionally and positively with staff, business partners, customers, constituents, recipients and the public

Regular and punctual attendance

Time management skills

Problem solving skills

Required Experience

EDUCATION:

Required: Bachelor’s degree in related field. [1]

Desirable: Master’s degree in related field.

EXPERIENCE:

Required: Bilingual Skills. Two (2) years’ professional experience.

Desirable: Public Health experience.

INTERNET REQUIREMENTS:

Own telephone and wireless internet (WiFi)

[1] Five (5) years work experience in related field may be substituted for the Bachelor’s degree. If work experience is substituted it is in addition to stated work experience requirements.

Equal Opportunity Employer/Veterans/Disabled EEO IS THE LAW

AFMC, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability or any other status protected by federal, state and/or local law. AFMC invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request, which may be made in person or by telephone (501) 212-8796, by fax (501) 212-8797 or by U.S. mail Attn: Mindy Dunn, 1020 West 4th Street, Suite 300, Little Rock, AR 72201.

KNOWLEDGE, SKILLS AND ABILITIES:

Ability to modify and adapt methods of communication to account for the differing needs of contacts especially in stressful and difficult situations and ensure polite, efficient and appropriate communications exists at all times.

Ability to maintain confidentiality

Type 40 wpm

Customer service

Initiative

Ability to multitask

Ability to prioritize

Professional

Attention to detail

Ability to meet deadlines

Intermediate skill level with MS Office (Word, Excel and Outlook)

Use various office machines, including telephone, fax and multi-functional printer/copier/scanner

Strong communication skills on the telephone and/ or written correspondence

Exceptional skills in Business English

Strong organizational skills

Flexibility

Work in a team setting

Ability to relate professionally and positively with staff, business partners, customers, constituents, recipients and the public

Regular and punctual attendance

Time management skills

Problem solving skills