Bilingual Health Information Line Specialist

Job Details

Job Location

Rhode Island Department of Health - Providence, RI

Description

RIPIN

Job Posting

Bilingual Health Information Line Specialist

$21 - $22 / hour

About RIPIN :

RIPIN deploys a peer model to support people with special healthcare and education needs across the whole lifespan. Founded in 1991 by a group of parents of children with special needs, RIPIN continues to be peer-led : a majority of our board and more than three-fourths of our staff are parents or caretakers of loved ones with special needs. RIPIN's peer professionals now help more than 45,000 Rhode Islanders every year navigate healthcare, schools, and other support systems.

Job Summary :

The Health Information Line (HIL) Specialist, Community Health Worker (CHW), is a non-exempt position located at the Rhode Island Department of Health (RIDOH), within the Center for Public Health Communication. The HIL Specialist, CHW, will be a part of a team that effectively responds to 6,000-7,000 calls per month from RIDOH's customers, including healthcare professionals and the public. The HIL is the single point of telephone entry for the Department and for complaint intakes. Quality customer service is critical to all the Department's strategic priorities.

Essential Functions :

• Answer incoming HIL calls and use approved and scripted information and Frequently Asked Questions (FAQs) to respond to customer inquiries.
• Understand and practice principles of good customer service and meet or exceed industry standards.
• Respond to email and / or written inquiries.
• Participate in requisite trainings, program and supervisor meetings, and quality monitoring improvement activities to ensure and enhance the quality of customer service delivery.
• Assist healthcare professionals with license renewals.
• Serve as first-tier Information Line staff in the event of a short-term or long-term public health emergency or adverse weather event.
• Assist with Spanish or Portuguese translation / review of HIL IVR messaging and prompts and RIDOH educational materials.
• Review and triage complaints submitted against licensed professionals and / or facilities.
• Assist the general public, State and private agencies, social service, and / or advocacy programs regarding federal and state regulation and procedural requirements, legislative issues and community needs and resources.
• Accept other duties and responsibilities as assigned

Qualifications

Knowledge, Skills, and Abilities :

Education and Experience :

Physical Demands :

Working Conditions / Work Environment :

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RIPIN provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

This description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee a general sense of the responsibilities and expectations required of his / her position. As the nature of the Agency's work changes, so too, may the essential functions of this position.