Contact Center Agent Nutrition - WIC Benton Park

Job Description

Job Description

Clinica Sierra Vista is excited to be one of the largest Federally Qualified Health Centers in the Nation!We’re honored to serve the men and women of the fields. We also offer care and support to the inner city, the rural and isolated, those of low, moderate, and fixed incomes, and families from an array of cultural backgrounds who speak several languages. We don’t inquire about immigration status because we simply don’t need to know. If you come to us, we will treat you like any other patient. 

As we grow our team, we are looking for individuals who believe the patient is always #1. 

Why work for us?

• Competitive pay which matches your abilities and experience
• Health coverage for you and your family
• Generous number of vacation days per year
• A robust wellness plan and health club discounts
• Continuing education assistance to grow and further your talents
• 403(B) plan with company matching

Intrigued? We’d love to hear from you! Please review the job details below and then click “apply.”

We're looking for someone to join our team as a Contact Center Agent  I  who:

The Contact Center Agent I is a member of the Nutrition Services Administration team. The Contact Center Agent I prime focus is providing provides telephone appointment and referral support to WIC-eligible families. The Contact Center Agent I works under the leadership of the Manager of WIC Operations.

Essential Functions:

1. Promptly answers in-coming calls, greets caller, identifies self and the agency, and offers assistance.
2. Screens clients for WIC eligibility and documents pertinent information in WIC Wise, the WIC Program’s Integrated Statewide Information System. Initiates the WIC enrollment process and gives the participant her/his family WIC ID number.
3. Schedules appointment at the desired WIC site.
4. Informs participant of any eligibility documentation to bring to the appointment. Briefly orients new participants to what will occur during the WIC appointment.
5. Assess the status of other health and social indicators (such as immunizations, prenatal health care, eligibility for economic assistance, etc.), and refers to other health and social services as needed.
6. Answers any questions a caller may have regarding WIC Program services or about general nutritional concerns. Identifies available site staff who can assist with more specific questions and forwards call to that WIC site.
7. Helps resolve participant complaints. 
8. Forward callers with specific concerns to the appropriate site Nutritionist or Supervisor or to the WIC Assistant Director.
9. Identifies high risk participants and schedules for special follow-up.
10. Provides educational promotional messages regarding WIC and Clinica Sierra Vista services.
11. Transfers participants into the requested site.
12. Accesses referrals in the electronic health record system and screens for WIC enrollment.
13. Makes appointment reminder calls and phones “no shows” to reschedule their appointment.
14. Alerts WIC sites of special circumstances and potential problems related to providing the nutrition services.
15. Advises with training staff in the WIC Contact Center operations.
16. Performs Nutrition Educator duties at the WIC sites on a periodic basis to stay current with site-specific needs.
17. Consistently provides excellent customer service to participants and team members with an attitude of helpfulness, dignity and respect.
18. Upholds and follows established policies on confidentiality and security.
19. Complies with established Clinica Sierra Vista and WIC policies.
20. Provides education and support of breastfeeding and promotes a breastfeeding friendly environment.
21. Commitment to the mission of Clinica Sierra Vista and the WIC program.
22. Provides nutrition education. 
23. Reasonable and predictable in person attendance. 

You'll be successful with the following qualifications:

1. Graduation from high school or completion of a General Equivalency Degree (GED).
2. Completion of a General Nutrition Course at Bakersfield College with a “C” grade or better or attendance at the Clinica WIC Nutrition Course within one year of hire as well as completion of the planned on-the-job training curriculum (WNA, preferred).
3. Two years experience in the area of customer service, including one year recent experience with the CSV WIC Program, preferred.
4. Basic computer skills.
5. Able to type a minimum of 25 WPM and 10-Key.
6. Excellent customer service skills.
7. Experience using a multi-line telephone, helpful.
8. Knowledge of the community and the services available by referral.
9. Good communication skills; ability to speak clearly, concisely and respectfully over the telephone.
10. Precise and conscientious about details.
11. Ability to handle multiple tasks well and to work well under pressure.
12. Ability to take direction and work well independently and with others.
13. Good decision-making skills.
14. Bilingual Fluency (English/Spanish) desirable.
15. Experience or desire to work with low-income families.

Clinica Sierra Vista values human rights, goodwill, respect, inclusivity, equality, and recognizes that the organization derives its strength from a rich diversity of thoughts, ideas, and contributions. As leaders in healthcare industry, we aspire to be an employer of choice by promoting an organizational culture that reflects these core values. We seek to attract, develop, and retain a talented and dedicated workforce where people of diverse races, genders, religions, cultures, political affiliations and lifestyles thrive. Our goal is to create a welcoming and inclusive environment that empowers our employees to provide the highest level of service to our community of residents and businesses; they’re counting on us.

Clinica Sierra Vista is an equal opportunity employer and strives to attract qualified applicants from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, marital status, ancestry, physical disability, mental disability, medical condition, genetic information, military and veteran status, or any other status protected under federal, state and/or local law. We aim to create an environment that celebrates and embraces the diversity of our workforce. We welcome you to join our team!