JOB The primary purpose of this position is to serve as the switchboard operator; operate the appointment and information phone lines for the WIC division and schedule patients to attend appointments at the Department of Public Health.
EXAMPLE OF DUTIES Duties for this position include, but are not limited to:
-
Screen clients for eligibility to receive requested services according to agency and WIC program policies and procedures.
-
Collect and accurately enter demographic information in the Electronic Health Record (EHR) system to establish new client profiles.
-
Serve as the primary point of contact for WIC clients and community members via the Appointment Line and Information Line by responding to inquiries and ensuring needs are addressed appropriately.
-
Communicate client concerns, urgent needs, or barriers to service to appropriate WIC staff regarding clients calling into the information line and escalating concerns as necessary to WIC Leadership.
-
Handle patient WIC records in compliance with HIPAA, privacy standards, and confidentiality guidelines in Crossroads in accordance with WIC policy and program requirements.
-
Maintain routine monitoring of the voicemail inboxes for the WIC Appointment Line and WIC Information Line.
Employee is subject to be called upon anytime to help the agency respond to a public health emergency which may include, but is not limited to, outbreak investigations, staffing mass dispensing or immunization clinics, providing disaster relief, or other incidents (man-made or natural and intentional or non-intentional) as they arise, or any public health response requested by the Health Director. SUPPLEMENTAL INFORMATION
- Significant knowledge of office or work unit procedures, methods, and practices.
-
Significant knowledge of and ability to use correct grammar, vocabulary, spelling, and office terminology to compose documentation in Participant profiles via Crossroads and/or proofread correspondence, reports, and other materials for the division
-
Ability to learn and independently apply laws and departmental rules and regulations covering programs and services.
-
Ability to review and process information to determine conclusions, actions or compliance with applicable laws, rules, or regulations.
-
Ability to apply a variety of work-related best practices for scheduling appointments for WIC clients
-
Ability to record, compile, summarize and perform basic analysis of data.
-
Ability to independently work with people with courtesy and tact in performing public contact duties that may be sensitive in nature.
-
Significant customer service skills and ability to exercise elevated level of positive interpersonal engagement with clients, coworkers, and leadership.
Must have or obtain and maintain a valid North Carolina driver's license with an acceptable driving record. Background check and negative drug test are required.
Inquiries about this job posting should be directed to Department of Public Health Human Resources.
The Cumberland County Department of Public Health (CCDPH) is an Equal Opportunity Employer. CCDPH complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex. CCDPH does not exclude people or treat them differently because of race, color, national origin, age, disability or sex.
For more information, please click here.
