Traveler Support Specialist

Xwell•Atlanta, GA

About The Position

XWELL is a leader in health, wellness, and public health services for travelers. With two decades of experience and continued growth, XWELL supports airport wellness operations and federal public health programs through its XpresSpa and XpresCheck brands. Our teams partner with the U.S. Centers for Disease Control and Prevention to support traveler health and public health readiness. As a Traveler Support Specialist, you will support a CDC traveler health program by contacting international travelers identified by federal partners, collecting and documenting travel information, and maintaining accurate records in government systems. The information you gather supports federal decisions regarding travel restrictions and other travel-related public health measures. This is a nonclinical role. Traveler Support Specialists do not assess, diagnose, treat, or provide medical advice and do not make or communicate decisions regarding a traveler’s status. Those decisions are made by federal officials. Important Federal Credentialing Requirements This role requires a federal background investigation, a favorable suitability determination, and government-issued credentials and system access. Complete and accurate information is required throughout the process. Federal credentialing is managed by the government and may take several weeks.

Requirements

Bachelor’s degree in public health, health sciences, social sciences, communications, or a related field, or an equivalent combination of education and directly relevant experience.
Minimum of one year of experience in public health, healthcare, case management, contact tracing, a call center, or comparable high-volume customer contact work.
Excellent verbal and written communication skills.
Strong organizational, data entry, and recordkeeping skills with careful attention to accuracy.
Proficiency with Microsoft Outlook, Excel, and SharePoint.
Ability to follow written protocols, approved scripts, and standard operating procedures precisely.
Ability to recognize when a situation requires escalation and avoid providing guidance outside the approved scope of the role.
Ability to handle sensitive information discreetly and in accordance with federal and company requirements.
Ability to obtain and maintain the federal credentials and system access required for the position.
Availability to work a five-day rotating schedule that includes weekends and federal holidays.

Nice To Haves

Professional working proficiency in French.
Experience with contact tracing, traveler health, quarantine station operations, or border health programs.
Experience supporting a federal contract or public health emergency response.
Experience handling sensitive or controlled information in a regulated environment.

Responsibilities

Review traveler lists provided by CDC on a twice-daily cycle and complete the assigned portion of each list.
Contact travelers by telephone and email using government-furnished equipment, approved applications, CDC templates, and authorized call scripts.
Communicate calmly, professionally, and respectfully with travelers who may be anxious, confused, frustrated, or working within urgent travel timelines.
Answer traveler questions using approved reference materials and escalate questions or circumstances that fall outside established guidance.
Request, receive, and acknowledge traveler-provided documentation used to establish travel history.
Document every contact attempt, outcome, and item received in the CDC-maintained tracker when the activity occurs.
Transmit collected documentation to the designated CDC mailbox using required subject lines and handling procedures.
Support contact investigations by collecting, organizing, documenting, and tracking related information.
Support exception request coordination and international notification follow-up in accordance with CDC standard operating procedures.
Protect personally identifiable information and keep traveler information within authorized government systems.
Follow all program procedures, privacy requirements, information security controls, and escalation protocols.
Complete required onboarding, program training, and refresher training within established timeframes.
Maintain professional and ethical conduct in all communications and program activities.
Collaborate with XWELL program leadership and team members to support consistent and timely program operations.
Participate in team meetings and training sessions and remain informed about updates to CDC guidance and procedures.
Perform other related duties as assigned to support program needs.