Urgent Response Specialist

Children's Hospital of Philadelphia•Philadelphia, PA

1d•$21 - $26•Hybrid

About The Position

The Urgent Response Specialist works within the Center for Public Health Readiness and Response (CPRR), which promotes health and reduces harm related to public health threats affecting CHOP employees, patients, and the community. CPRR’s Urgent Response Program supports these groups through its Employee Safety Line and Public Health Resource Line, using phone, chat, ServiceNow forms, and other communication and education channels. The specialist triages cases and conducts risk assessments, educates healthcare workers on infection-prevention guidelines, and supports employees following exposures to infectious diseases and other hazards. The role also provides public health education and guidance to patients and community members, including at in-person educational events. It requires strong education, multitasking, database-navigation, and telephone communication skills, along with a professional, positive demeanor. The position works five days per week on day or evening shifts (7 a.m.–3 p.m. or 3 p.m.–11 p.m.). Weekends and holidays are covered on a rotating basis. A hybrid schedule is available after the probation period.

Requirements

High school diploma or GED.
At least three years of customer service, call center, or healthcare-related experience.
Intermediate proficiency with Microsoft office software.
Excellent verbal and written communication skills.
Excellent customer service and interpersonal skills.
Strong time-management and organizational skills.
Strong critical-thinking and problem-solving skills.
Ability to maintain confidentiality and professionalism.
Ability to gather and analyze information and make recommendations or decisions based on best practices.
Ability to convey complex or technical information in an easy-to-understand manner.
Ability to collaborate with stakeholders at all levels.
Ability to be flexible and adapt to change.
Employees working in patient-care buildings or with patient-facing responsibilities must receive an annual influenza vaccine as a condition of employment.

Nice To Haves

Bachelor’s degree.
Substantial knowledge of medical terminology and diagnostics and basic infectious disease principles.

Responsibilities

Triage inquiries from CHOP employees, patients, and the public; collect information needed to assess cases using CHOP and external public health guidelines.
Consult with and educate healthcare providers, patients, and families about practical ways to prevent and control infectious disease transmission.
Advise staff on isolation practices and personal protective equipment for a broad range of infectious agents.
Conduct contact tracing for potential exposures at CHOP and coordinate with Infection Prevention and Control and Occupational Health colleagues regarding employee exposures and follow-up care.
Collaborate with external partners, such as departments of health, to produce reports efficiently.
Complete initial intake for calls outside the program’s scope and route them to appropriate CPRR team members or CHOP departments.
Navigate and refer employees to mental health resources.
Complete registration and scheduling as needed for CPRR programs.
Prepare and maintain medical records and respond to correspondence.
Refer cases to partners or subject matter experts for consultation when needed.
Provide ongoing or episodic education on public health and CHOP-related topics.
Thoroughly document encounters and employee risk assessments.
Respond to public health threats affecting the organization or patient care.
Handle interactions courteously, patiently, and empathetically, including challenging situations.
Protect customer confidentiality and handle sensitive information carefully.
Evaluate incidents calmly and provide complete, concise, relevant management recommendations and action-oriented resources.
Politely disengage from calls seeking information outside CPRR’s services.
Model professionalism and teamwork, serve as a resource for departmental peers, and ensure care meets professional practice standards and regulatory requirements.
Manage release of information in accordance with HIPAA and Protected Health Information requirements.
Identify improvement opportunities and make recommendations.
Attend and participate in learning opportunities, including staff meetings, presentations, and external offerings, and apply training to enhance practice.
Demonstrate healthcare informatics competency in managing patient care.
Assist with team projects and assignments to improve contact-center workflow and service quality.
Provide surge preparation and coverage when needed and available.
Promote quality, efficient, and cost-effective care and manage time effectively for direct and indirect care.