What are the responsibilities and job description for the Call Center Representative position at County of Delaware?
The Call Center Representative is responsible for handling calls that come into Delaware County Health Department’s (DCHD) Wellness Line call center and providing accurate and caring information to each caller. The Wellness Line is operated out of the DCHD five days a week to provide support to the health professional community and the public. This role will be responsible for responding to both calls and emails during specific shifts, assisting in scheduling of clinic appointments, and other duties as assigned.
**Delaware County Health Department requires all employees to have received at least one COVID-19 vaccination in the past 3 years. Proof of vaccination must be submitted before a candidate’s start date, if hired.
- Answers and manages incoming calls to the DCHD Wellness Line during assigned shifts, providing courteous, accurate, and responsive assistance to residents, healthcare providers, community partners, and other callers.
- Monitors and responds to emails received through the Wellness Line inbox during assigned shifts and ensures inquiries are addressed or appropriately routed in a timely manner.
- Accurately documents all calls, emails, referrals, and other contacts in the designated call center database/software in accordance with established procedures.
- Assesses the nature of each inquiry and connects callers to the appropriate DCHD program, staff member, healthcare provider, County department, or external community resource.
- Provides a warm and responsive customer service experience, ensuring callers are treated professionally, respectfully, and with sensitivity to their individual needs.
- Assists callers with scheduling DCHD clinic appointments and provides information regarding available health department programs, services, eligibility requirements, and resources.
- Connects callers with appropriate clinical staff when questions or concerns require clinical guidance, in consultation with the Wellness Line Call Center Coordinator and established protocols.
- Recognizes urgent or crisis-related calls and promptly refers callers to the appropriate resources in accordance with established procedures, while remaining calm and notifying the Wellness Line Call Center Coordinator as appropriate.
- Maintains current knowledge of DCHD programs and services, as well as relevant County and community resources available to residents, healthcare providers, and the general public.
- Identifies recurring questions, community concerns, service gaps, and emerging trends and communicates them to the Wellness Line Call Center Supervisor in a timely manner.
- Follows established call center protocols, escalation procedures, confidentiality requirements, and departmental policies when responding to inquiries and handling sensitive information.
- Participates in required departmental meetings, trainings, workgroups, quality improvement activities, accreditation initiatives, and emergency preparedness activities.
- Participates in departmental and agency-wide committees, workgroups, continuous quality improvement initiatives, accreditation activities, emergency preparedness efforts, and special projects as assigned. DCHD expects all employees to actively contribute to organizational initiatives that support the Department’s mission and strategic priorities.
- Provides additional call center or departmental support during public health emergencies, increased call volumes, special initiatives, or other operational needs as assigned.
- Performs other duties, tasks, and special projects as assigned.
- Ability to follow established protocols, procedures, guidelines, and departmental policies.
- Ability to remain flexible and adapt to changing circumstances, priorities, and community needs.
- Strong work ethic with the ability to manage a demanding and changing workload while maintaining accuracy and professionalism.
- Strong interpersonal and relationship-building skills, with the ability to establish positive working relationships with callers, colleagues, community partners, and other stakeholders.
- Strong verbal and written communication skills, with the ability to provide clear, courteous, and accurate information.
- Excellent organizational skills and attention to detail.
- Ability to interact appropriately, professionally, and effectively with individuals from diverse backgrounds.
- Ability to maintain confidentiality and appropriately handle sensitive and protected information.
- Ability to manage multiple calls, requests, and priorities in a fast-paced environment.
- Basic computer proficiency and the ability to learn call center, scheduling, and other departmental systems.
**Delaware County Health Department requires all employees to have received at least one COVID-19 vaccination in the past 3 years. Proof of vaccination must be submitted before a candidate’s start date, if hired.