Program Coordinator - Central Intake & Referral - Call Center
- Employment Type
- Full Time
Next Steps
This job is closed to new applicants.
Description
Do you truly love helping people, particularly families who want a great start in life no matter the obstacles in the way? Is talking on the phone something that comes naturally to you? Do you want to work with the kindest, most mission driven team in Cleveland? If you are a social services/customer service professional that enjoys working with inbound callers and supporting families in partnership with the Ohio Department of Health (ODH), read on and apply for our Program Coordinator position at Cleveland Sight Center!
Responsibilities
1. Implement the requirements listed in the Ohio Revised Code and Ohio Administrative Code for Central Coordination and Central Intake activities.
2. Use the Early Track (ODH database system) to monitor and manage referrals.
3. Implement approved referral procedures.
4. Answer calls from Home Visiting and Early Intervention referral partners to troubleshoot and coordinate referrals.
5. Partner with Team Leads to develop and implement up-training materials.
6. Monitor Field Notes and feedback from Customer Service Representatives for trends and suggest adjustments to call handling procedures.
7. Provide immediate feedback, assistance, and follow-up to members of the team.
8. Help identify any problem areas regarding team member’s work habits and communicate recommended solutions to representative or team lead as applicable.
9. Provide training and support for newly hired Customer Service Representatives who become members of team.
10. Support a team atmosphere.
11. Participate in department meetings and education in-services.
Required Skills and Experience
A. Education: Associate's degree in Psychology, Community Health, Counseling, Public Health, Healthcare, Medical, Social Work, Social Service, Special Education or related field. Licensure preferred.
B. Experience: 1-3 years’ experience related to working with pregnant women, infants or toddlers, or families or individuals with disabilities.
C. Skills: Excellent computer, written and oral communication skills. Ability to work well under pressure. Able to work well with individuals with visual impairment and other disabilities. Must have knowledge of call center and/or customer service work environments. Ability to provide training to improve skills in a call center environment.
D. Physical: Able to bend, sit, and stand for long periods of times.
While performing the duties of this job the employee is: Regularly required to talk and hear while communicating face-to-face and by telephone; Required to use hand to type on a computer keyboard, handle objects and paperwork; Frequently required to sit, stand and bend at the knee and waist and walk; Required to reach and hold on to items at chest level or reach above the shoulder; Must be available to work extended hours as needed. May require some travel.
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.
The Cleveland Sight Center is committed to values of diversity and inclusion in order to create a climate of respect that is supportive to everyone’s individual success. We take a step beyond simple legal compliance in the recruiting process and employment tenure. We strive to provide an environment favorable to all regardless of age, sex, race, color, national origin, religion, sexual orientation, gender expression, or disability. We recognize that the responsibility for diversity and inclusion lies with all at the agency: leadership, administration, staff and volunteers.