Client Support Specialist
2 weeks ago
Client Support Specialist
Job Category: Program Positions
Job Overview
Vaccination initiatives represent a significant milestone in public health. They play a crucial role in disease prevention and contribute to the overall well-being of individuals across various age groups. The California Department of Public Health Immunization Program leads efforts to safeguard the community against diseases that can be prevented through vaccination.
The Client Support Specialist (CSS) is tasked with a range of responsibilities essential for the effective functioning of the Immunization Branch's Vaccine Management section. This role is vital in the California COVID-19 Vaccination Programs Call Center, where the CSS will engage in a dynamic call center environment, employing exceptional customer service skills to assist healthcare providers. Responsibilities include documenting pertinent call and order details in online systems, addressing and prioritizing program-related inquiries, aiding callers with provider enrollment and recertification issues, and managing vaccine-related questions.
In addition to customer service duties, the CSS will review and authorize vaccine requests submitted by participating providers, ensuring compliance with established procedures for order adequacy, accuracy, and accountability. The role also involves liaising with vaccine distributors to manage, report, and resolve any incidents related to vaccine shipments.
This position is temporary and grant-funded, offering full-time benefits. The role will initially be remote, transitioning to on-site work as required.
Key Responsibilities
- Respond to incoming calls, providing solutions to inquiries regarding the Immunization Program, enrollment processes, eligibility, and vaccine ordering through the online portal.
- Assist the public in locating nearby healthcare provider sites participating in the California COVID-19 Vaccination Program using available online resources.
- Support healthcare providers in submitting necessary program information via online systems, including vaccine ordering and enrollment.
- Triage provider issues related to various online applications, accounts, and vaccine requests, escalating as necessary for technical support.
- Document calls, provider issues, and correspondence with enrolled providers accurately.
- Utilize online systems to process and approve vaccine orders, manage transfers and returns, and maintain related documentation.
- Communicate with providers for follow-up on key program areas, including enrollment and compliance issues.
- Participate in team meetings and training sessions as scheduled.
- Perform additional duties as assigned by the Call Center Supervisor in support of the Immunization Branch.
Qualifications
High school diploma and three years of relevant administrative experience, or an equivalent combination of education and experience. A minimum of one year of customer service experience, preferably in a call center setting, is required. Proficiency in various software applications commonly used in call centers is essential.
Strong communication and organizational skills are necessary, along with a professional demeanor and the ability to work effectively in a fast-paced environment. Candidates should be tech-savvy and comfortable using multiple technologies simultaneously.
Physical Requirements
Ability to perform tasks that may require standing, walking, and sitting for extended periods. Occasional lifting of up to 50 lbs may be required.
Work Environment
This role will begin remotely, with a transition to on-site work as needed.
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