Job Description
Client Services Representative
ILLINOIS /
STATE FUNDED PROGRAMS (SFP) ILLINOIS- SFP /
FULL-TIME / REMOTE
The CDC Foundation helps the Centers for Disease Control and Prevention (CDC) save and improve lives by unleashing the power of collaboration between CDC, philanthropies, corporations, organizations and individuals to protect the health, safety and security of America and the world. The CDC Foundation is the go-to nonprofit authorized by Congress to mobilize philanthropic partners and private-sector resources to support CDC’s critical health protection mission. Since 1995, the CDC Foundation has raised over $1.9 billion and launched more than 1,300 programs impacting a variety of health threats from chronic disease conditions including cardiovascular disease and cancer, to infectious diseases like rotavirus and HIV, to emergency responses, including COVID-19 and Ebola. The CDC Foundation managed hundreds of programs in the United States and in more than 90 countries last year. Visit www.cdcfoundation.org for more information.
Position Highlights:
Position Title: Client Services Representative
Location: Remote
Position End Date: 02/05/2024
Salary: $39,000
Overview:
The CDC Foundation is seeking an experienced Client Services Representative to support the Illinois Department of Public Health as a program representative on the Ryan White Part B and/or PrEP Program’s helpline team.
Qualifications:
- Bachelor’s degree preferred; two (2) years of experience with the following qualifications will substitute for degree.
- One (1) year of experience in facilitating help line services for Ryan White, HIV prevention and PrEP, preferred.
- Working knowledge of Ryan White ADAP, and/or PrEP knowledge, strongly preferred.
- Intermediate skills in Microsoft Office (Excel, Word, etc.) and experience working with virtual platforms.
- Skilled in managing multiple technologies and quick to learn new technical skills.
- Effective organizational skills and attention to detail. Ability to multi-task: handle crisis calls and look up referrals simultaneously.
- Excellent written, verbal, and interpersonal communication abilities, including clear telephone communication.
- Ability to demonstrate empathy, patience, compassion for others, and a genuine desire and willingness to assist others.
- Demonstrated ability to work independently as well as part of a team.
- Ability to effectively interact and communicate with diverse groups.
- Bilingual English/Spanish and/or other languages strongly preferred.
Responsibilities:
- Serves as a program representative on the Ryan White Part B and/or PrEP Program’s helpline team.
- Works with highly confidential patient health information (PHI.)
- Reviews, analyzes, and responds to incoming correspondence for the Ryan White Part B and/or PrEP Program.
- Utilizes call center and data collection systems to ensure alignment with program procedures and guidelines.
- Handle incoming and outgoing correspondence from clients, service providers, medical providers, and other relevant stakeholders on behalf of program participants.
- Manage incoming and outgoing communication for the Program through various channels such as email, phone calls, and text messages. This also includes overseeing correspondence forwarded through virtual campaigns conducted within the Program’s system, like webinars and online chats.
- Links eligibility applications sent to the Program via website to the appropriate participant record.
- Assist with data entry within the Program’s data system; identifies duplicate participant records and takes necessary steps to electronically merge them.
- Process requests to create new program participant records or electronically release existing program participant records to contracted service providers.
- Demonstrate inclusivity and objectivity in all interactions along with a high standard of professionalism, including a commitment to protecting the privacy and confidentiality of those served by PrEP and ADAP Helplines.