Call Center Specialist

Job Description

AoU Call Specialist – Outreach

The All of Research Program Call Specialist will be a part of the Patient Engagement Team to conduct engagement, enrollment and retention activities for the All of Us research program. This position will specifically be focused on conducting outreach and engagement activities aimed at enrolling and retaining participants in the All of Us research program. Additionally, the position will occasionally require minimal research activities, such as recruiting participants to serve on the participant and community advisory board, coordinating activities with the research team, and other tasks as assigned.

Role and Responsibilities of the Patient Engagement Team

• Utilize effective outreach, engagement and recruitment methods to drive enrollment and retention rates
• Identify, engage and screen patients for eligibility and enroll them in the All of Us research program and any ancillary studies
• Provide patients with a thorough overview of the All of Us research program, or ancillary study and answer all questions
• Use the Teach Back Method to assess patients’ understanding of the All of Us research program, or ancillary study
• Use of Motivational Interviewing to build rapport with prospective/current patients.
• Obtain informed consent for IRB approved protocols
• Administer surveys and record data
• Use data to assess effectiveness and outcome of outreach and engagement strategies
• Schedule appointments for patients to complete All of Us research program enrollment and retention activities
• Conduct phone on outreach and engagement activities on a daily basis, with occasional outreach through email, to inform patients of study activities and schedule patients to complete activities.

Qualifications

• Associates degree or high school diploma/GED + at least 2 years of relevant work experience
• Excellent communication skills
• Ability to problem solve, maintain priority and focus on assigned tasks
• Attention to detail and documentation
• Ability to follow procedures and protocols consistently
• Flexibility in work schedule
• Intermediate level proficiency in Microsoft office and internet related applications
• Familiar with standard concepts, practices and procedures related to public health research
• Knowledge of participatory research and working with community
• Adaptability to change
• Patient Relationship Management experience is a plus
• Personable and outgoing personality
• Willingness to engage individuals from a diverse population
• Bilingual, oral and written (Spanish/English)

Physical Requirements / Work Environment

• Must be able to clearly communicate verbally
• Must be able to sit for extended periods while working at a computer

  Work Schedule Demands

  • Occasional mornings, evenings and weekends as needed
  • Opportunity for full time or part time positions.

  Additional Qualifications

  • Confidentiality of business information is a requirement.
  • Confidentiality must be maintained according to CHC policies
  • Human Subject Protection Training is preferable but not required
  • Excellent oral and written skills are required
  • This position is contingent on grant funding.
  • This Position is available for remote work.

  Organization Information

  The Moses/Weitzman Health System is a global leader addressing challenges faced by organizations caring for the poor and diverse populations, and is home to programs focusing on education, research, and process improvement support for safety net providers. The system delivers primary care to more than 150,000 patients in Connecticut, and extends access to specialty care for more than 2.5 million individuals across the U.S. It is a national accrediting body for organizations training advanced practice providers, and offers accredited education and training for Medical Assistants in multiple states. As an incubator for new ideas in areas including social justice, the environment, and social determinants of health, the MWHS is addressing challenges faced by providers caring for underserved communities, creating innovative and impactful initiatives led by nationally and internationally recognized experts. As it forges pathways into the future of primary care, the MWHS honors Lillian Reba Moses (1924-2012), a granddaughter of slaves, and Gerard (Gerry) Weitzman (1938-1999), whose ancestors escaped pogroms in Eastern Europe. Their vision and commitment to justice and equity in healthcare is the foundation upon which the Moses/Weitzman Health System was built.

  Time Type

  Full time