The COVID-19 Contact Tracer Team Supervisor will lead a team of approximately 12 Contact Tracers, who are working remotely from home. Each team will be collectively responsible for working with the county health departments to contact people who have been potentially exposed to COVID-19. The contact tracers will be helping to make care plans and maintaining communication and connecting contacts with various services (including social support structures, testing, clinical care, etc.). The team will provide education about COVID-19, on isolation/quarantine procedures and about relevant social services. The COVID-19 Contact Tracer Team Supervisor is responsible for the leadership of the team, tracking progress against target goals, providing direct supervision, oversight, and mentorship. The Team Supervisor will be the team’s point of contact with the County Director. The Team Supervisor will also be expected to perform many of the daily functions of the Contact Tracer role, albeit at a reduced volume.
• Supervise a team of approximately 12 people that collectively performs all functions of the Contact Tracing Initiative.
• Coordinate the team’s schedules and provide daily remote supervision and troubleshooting.
• Ability to follow directions given by assigned local health department and Director to ensure the needs of the program are being met.
• Escalate issues from the team to the Director, brainstorm and implement solutions.
• Communicate any process changes or new instructions to the team as appropriate.
• Assure the team follows the set protocol for contacting assigned named close contacts to confirmed COVID-19 patients and document all contact attempts and time frames in a timely manner.
• Maintain daily contact with the Director to receive assignments and make sure the needs of the local health departments are being met.
• Immediately report problems or concerns with contract tracing process to Director for trouble shooting and assistance.
• Assure appropriate donning/doffing of PPE whenever in-person patient interactions are required by field team members.
• Ensure scripted templates are used to guide the interview process and assure all required questions are asked, education given, and interaction is conducted with professionalism and empathy to encourage forthrightness.
• Track daily and weekly progress for the team including cases contacted successfully, contacts tracked and monitored, and patients and contacts referred to social support systems.
• Perform quality assurance through listening in on calls or to recordings of calls and providing feedback to team as well as participating in quality improvement conversations with supervisors.
• The position is considered temporary with up to an 8-month engagement expected and the possibility to extend as needed.
• The contact center will operate 7 days a week between the hours of 8 am and 8 pm. Evening and/or weekend work may be required. 40 hours per week maximum.
• A bachelor’s degree is preferred. Experience in clinical medicine and/or public health a plus.
• At least one year of experience with the supervision of staff; experience leading remote staff and/or in a complex environment would be a plus.
• Experience in a health, human service, or community-based organization or institutional setting is strongly preferred.
• Preferred NC resident for greater than one year, with familiarity with counties/communities they will support (Chatham, Orange, or Alamance).
• Ability to speak, read, and write English clearly and concisely. Fluency in a second or multiple languages would be a plus.
• Employment is contingent on completion of a background check
• Technology requirements: PC with Windows 10, Antivirus Protection: Windows Defender and Windows Firewall; or Mac with Apple OS X 10.13, Antivirus Protection: Sophos; and personal mobile device to use for this job.
• Internet connection with minimum of 8 Megabits per second upload and download speed.
• The ability to make calls from your computer. Headset will be provided.
Knowledge, Skills and Abilities:
• Ability to exhibit a professional, positive attitude and independent work ethic.
• Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals during a time of crisis and distress.
• Ability to show empathy to distressed individuals and assist with identifying solutions to problems identified.
• Excellent organizational and communication skills.
• Critical thinking and sound judgment required.
• Ability to handle confidential information with discretion and professionalism.
• Proficiency with computers including data entry into electronic tracking systems and running summary report
• The job environment is home based
• The job environment can be intense as high volume; repetitive work is an expectation
• Routinely there may be some minor physical inconveniences or discomforts in the work setting, including sitting for moderate periods of time and repetitive wrist motion.
How to Apply
To apply, please submit your cover letter and resume to [email protected]
All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or any other discriminatory factors.
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