Health Information LIne Customer Service Representative

Organization: Rhode Island Parent Information Network
Location: Providence
Start Date: Immediately
Full Time, Temporary

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:

Information Line Customer Service Representative, Community Health Worker (CHW) is a non-exempt position located at the RI Department of Health, Office of Special Health Care Needs (Division of Community, Family Health & Equity).  The CHW will effectively respond to incoming calls to the Health Information Line, understands the programs at the RI Department of Health, and provides information and education, make referrals and renew health licenses as needed.

Hours: 35 hours per week, temporary for five months to one year depending on funding

Responsibilities and Duties:

Answers incoming calls to the Health Information Line, the main point of entry for the public to contact RIDOH
Maintains/updates program information, resource guides, etc.
Regularly attends trainings from programs within the Department
Understands and practices principles of good customer service
Checks phone and email messages and responds to messages
Maintains caller database, analyze data, and create reports
Serves as first tier Information Line staff in the event of an emergency (e.g. flu vaccine shortages, Blackstone water system, etc.)
Translates and/or reviews translations of Department education materials (Spanish or Portuguese)
Assists program staff with focus groups (in multiple languages)– recruiting, note taking, and/or reporting
Reaches out into communities to inform about Information Line service (this includes radio talk shows, health fairs, etc.)
Assists with periodic surveys, e.g., survey to doctors’ offices regarding Department education materials
Renews health professional and facilities licenses
Receives and processes complaints over the phone, email, mail or from walk ins
Accept other duties and responsibilities as assigned

Qualifications, Skills and Requirements:

  • Knowledge of L2K to renew health professional license
  • Knowledge of Power Term system (provide information on Vital Records)
  • Excellent customer service and call management skills
  • Excellent written and oral communication skills needed to succinctly and effectively communicate and collaborate with staff and the community
  • Ability to work both independently and as an effective team member
  • Proficient in Microsoft Office/computer skills to maintain data and prepare reports
  • Knowledgeable of the Rhode Island health care environment and resources
  • Demonstrated prior success in accessing community-based resources in Rhode Island

Education and Experience:

  • Bachelor’s degree or combination of education and equivalent work experience to meet needs of the position
  • Community Health Workers certification preferred; non-certified incumbents are expected to earn certification within 18 months of hire date
  • A combination of education and skills to effectively carry out responsibilities and assignments
  • Previous employment experience in the field of health care or social services
  • Minimum of two years’ experience in customer service, preferably in a human services setting
  • Any combination of education and experience that shall be substantially equivalent to the above education and experience
  • Bilingual (English and Spanish or Portuguese) oral and written proficiency preferred

How to Apply

Please include letter of interest, resume, and salary requirements to complete your application.