Posting Code: 2855444
Work type: Classified
Location: Boise, ID
Categories: Customer Service, Health, Student Services
To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.Level Scope:
Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet the needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.Essential Functions:
60% of Time the Contact Tracer must:
- Approximately 60% of their time working directly with external customers. Requires authority, knowledge, and judgment to answer more complicated requests where there are no clear procedural responses. Requirement to conduct in-depth interviews to elicit and record sensitive information; research and analyze information to make decisions and resolve complicated issues.
- Incumbents determine customers’ requests and needs and provide specialized information about agency programs and services. Research and interpret laws and technical information, and resolve complex, varied and sometimes controversial and/or volatile issues; prepare clear and concise responses for customers. Research information beyond existing procedures for many solutions and answers to questions. A high degree of human relation skills is required to persuade or influence others’ behavior.
- Identify customer service problems, make recommendations, and plan and coordinate program and communication changes. Incumbents may supervise staff or have leadwork responsibilities.
- Perform a variety of office support functions, may include answering phones, screening and channeling calls, and taking messages; scheduling; composing and signing routine correspondence; receiving money; maintaining record keeping systems by adding or deleting; compiling data and preparing reports.
35% of Time the Contact Tracer must:
- Call and email students, faculty and staff reporting symptoms, exposures, and positive COVID
test results to the Public Health Office
- Call and email contacts of newly diagnosed COVID students, faculty and staff.
- Communicate with contacts in a professional and empathetic manner.
- Collect and record information on symptoms and activities using a secure cloud database.
- Contact tracers will follow the script to inform contacts about the importance of quarantine, isolation, testing, and what to do if symptoms develop.
- Maintain daily contact with contact tracing supervisor and/or Public Health Officer
5% Duties as AssignedKnowledge, Skills, Abilities:
- Intermediate word processing skills.
- Intermediate database skills to include create, format, edit, sort, filter, print and store data in pre-designed tables, customize tables, import and export data to tables, create forms and simple reports, set relationships between tables, convert, transfer or import data, design and create complex queries and reports.
- Knowledge of manipulating database software to store retrieve and compile information in a report format; using spreadsheet software; working in a health care environment; working in a call center environment; fluency in speaking, reading, writing Spanish and English and/or working with multiple electronic devices, systems, and data records.
Some knowledge of: interviewing methods.
- Interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments
- Accessing data using a computerized system
- Independently handling complaints and upset individuals in a business setting
- Conducting sensitive fact-finding interviews
- High school diploma or equivalent required. Education or work experience in health, health
sciences or public health preferred.
- Ability to exhibit a professional, positive attitude and work ethic
- Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals during a time of crisis and distress
- Critical thinking and sound judgment required
- Ability to handle confidential information with discretion and professionalism
- Proficiency with computers
- Ability to show empathy to distressed individuals
- Excellent organizational and communication skills
- Ability to speak, read, and write English
- Familiarity with Idaho’s geography; cities/towns/locations required
- Ability to enter, sort, and retrieve data using electronic databases
- Ability to maintain confidentiality and perform work in a single-occupant, closed door space.
Salary commensurate with experience. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://hrs.boisestate.edu/benefits/.Required Application Materials:
Please submit a cover letter and resume indicating your interest and qualifications.
Advertised: September 08, 2020