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Human Services Specialist

Company: GreatCall
Location: Carlsbad
Posted on: February 16, 2020

Job Description:

POSITION : Pers Urgent Response Agent DEPARTMENT : Urgent Response Communications Center REPORTING SUPERVISOR : Supervisor, Urgent Response Center DIRECT REPORTS : No FLSA : Non-Exempt EMPLOYMENT STATUS : Direct Hire TRAVEL REQUIREMENTS : Local travel up to 25% as needed SCHEDULE : Must be willing to work various shifts including days, evenings, holidays, and weekends ABOUT THE TEAM The Pers Urgent Response Team is dedicated to delivering a superior service experience to each of our subscribers, supporting urgent and non-urgent calls for assistance related to their physical health, community needs, and emotional well-being. The team offers 24/7 support on a variety of needs which can range from emergency response to inquiries related to psychological, social, or emotional support. ABOUT THE JOB As an Pers Urgent Response Agent, your primary responsibilities will be to receive, assess, and prioritize emergency and non-emergency telephone and electronic requests for assistance. The effective individual must be able to quickly assess the emotional fitness of the caller, maintain composure, and focus, often in very high stress situations. Working under the direction of a Urgent Response Center Supervisor, the Agent must adhere to defined protocols and process information with a high degree of accuracy and compassion. RESPONSIBILITIES aC/ Respond to a high volume of emergency and non-emergency inbound requests for assistance aC/ Assess callers for needs related to community resources/services, psychological, social, and emotional support needs aC/ Gather relevant information related to the emotional fitness of the caller, community resource/service needs and liase with the Care Advocacy Team aC/ Provides social reassurance by engaging in supportive communications with subscribers and family members aC/ Respond to calls related to Customer Service for Residential and Business customers aC/ Act as a team mentor, an information source and identify and communciate areas of concern aC/ Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policies aC/ Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgency aC/ Create accurate logs of all communications for the purpose of assuring the general safety of customers aC/ Update and maintain confidential service and personal health data provided by customers aC/ Attends and successfully completes required trainings to maintain Priority Dispatch Certifications aC/ Adhere to all Federal and State regulations as they pertain to the assigned program a such as information security & privacy (i.e., CPNI, HIPAA, and FDAas 501K Clearance issues) aC/ Other duties as assigned QUALIFICATIONS Education: Associates Degree in gerontology, sociology, psychology, human services, or healthcare related field required. Minimum of 2 years of experience working in a hospital, senior living industry, health care, elder services, or care giving environment will be considered in lieu of degree. Certification: Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire Experience: aC/ Prior customer service call center experience or dispatch experience preferred aC/ Experience working in hospitals, senior living industry, home health care, elder services, or care giving is preferred Knowledge/Skills/Abilities: aC/ Computer skills including typing and prior experience using Microsoft Office Suite aC/ Knowledge of CPNI, HIPAA, and FDAas 501K Clearance issues Personal Attributes: aC/ Ability to maintain composure in a stressful environment aC/ Timely decision making skills aC/ Listening skills aC/ Written communication skills aC/ Patience aC/ Action oriented aC/ Ability to set priorities and stay focused aC/ Communication skills aC/ Problem solving skills aC/ Compassionate Offer of employment is conditioned upon successfully passing a pre-employment background check and drug test.

Keywords: GreatCall, San Diego , Human Services Specialist, Other , Carlsbad, California

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