Customer Service Representative

Company: Heluna Health
Location: Richmond
Posted on: March 16, 2023

Job Description:

SUMMARYVaccines are one of public health's greatest achievements. Vaccines help prevent disease and help keep Californians of all ages healthy. The California Department of Public Health Immunization Program provides leadership and support to public and private sector efforts to protect the population against vaccine-preventable diseases.The Customer Service Representative (CSR) performs a variety of duties necessary for the successful operation of the Immunization Branch's Vaccine Management section to protect against vaccine-preventable diseases through the California COVID-19 Vaccination Program's Call Center. The CSR will operate in a fast-paced call center and utilize customer service skills to answer calls, emails, and live chat from healthcare providers, document relevant call and order information in online systems, answer and triage program related inquiries, assist callers with provider, handle vaccine related questions, and troubleshoot IT solutions for the myCAvax and MyTurn platforms.This is a temporary, grant-funded, full time, benefitted position. This position is expected to last through June 2025 and may be extended should funding become available. Range $22.50 to $24.28 an hour per hour depending on experience.Must submit a resume with the application.Must be able to work flexible hours, including weekends and holidays.If hired for this position, you will be required to provide proof that you are fully vaccinated for COVID-19 prior to your start date or have a valid religious or medical reason qualifying you for an exemption (that may or may not require accommodation).ESSENTIAL FUNCTIONSAnswer incoming calls, emails and live chat for COVID-19 vaccine providers and local health departments.Provide solutions to the caller's general inquiries about topics including, but not limited to, the COVID-19 Vaccine Program, requirements, enrollment process, eligibility, vaccine ordering through the program's online ordering portal.Troubleshoot and resolve functional and technical issues/queries related to the Clinic and Provider system platform.Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents and requests.Triage provider issues pertaining to the program's various provider's accounts, vaccine requests, and shipped vaccine orders; when indicated escalate further to provide technical expertise to support and resolve the issue.Liaise with other support teams and department as required to resolve requests/issues promptly.Routinely document telephone calls, provider issues and correspondence with enrolled providers.Edit or modify provider accounts in the online system, as needed.Attend huddles/meetings with Call Center team, as scheduled and needed.Attend training as scheduled and needed.Perform other related duties as assigned by the Call Center Supervisor in support of the Immunization Branch and/or California COVID-19 Vaccination Program. JOB QUALIFICATIONSBasic Skills, Knowledge, and AbilitiesMinimum one year of customer service experience.Strong written and verbal communication skills.Have a professional, positive attitude and work ethic.Highly motivated and able to learn new processes.Ability to multi-task effectively, prioritizing and managing assigned tasks in a timely manner.Familiarity with CRM systems.Proficient in basic computer software, such as Microsoft Office Suite, Google Suite, or similar software.Must have Wi-Fi/Internet access at remote location for use during work hours.Education/Experience Possession of a high school diploma or G.E.D equivalency, required.Bachelor's Degree, preferred.Other Skills, Knowledge, and AbilitiesFamiliarity with CRM systems.Experience in communicating directly with healthcare providers/clinic staff.Previous public health or immunization experience.Excellent command of the English language including grammar, spelling and punctuation.Excellent organizational and analytical skills.Demonstrated skills in modern office methods, procedures, and practices including typing and internet search skills.Demonstrated ability to enter alpha and numerical data with 100% accuracy into computerized systems.Ability to follow detailed written instructions.Ability to accurately look up personal health record data in computer systems.Ability to adhere to confidentiality policies.Ability to work effectively and cooperatively with colleagues.Ability to work independently with appropriate supervision, and as part of a team.Must have Wi-Fi/Internet access at remote location for use during work hours.PHYSICAL DEMANDSStandFrequentlyWalkFrequentlySitFrequentlyHandling / FingeringFrequentlyReach OutwardOccasionallyReach Above ShoulderOccasionallyClimb, Crawl, Kneel, BendNot ApplicableLift / CarryOccasionally - Up to 50 lbsPush/PullOccasionally - Up to 50 lbsSeeConstantlyTaste/ SmellNot ApplicableKEYNot ApplicableNot required for essential functionsOccasionally(0 - 2 hrs/day)Frequently(2 - 5 hrs/day)Constantly(5+ hrs/day)WORK ENVIRONMENTTemporarily remote until further notice.Regular work will resume on-site at California Department of Public Health (CDPH) in Richmond, CA when notified.Must have functioning internet access at remote location.EEOC STATEMENTIt is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Heluna Health, Richmond , Customer Service Representative, Other , Richmond, California