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1COVID-19 Case Investigator / Contact Tracers
COVID-19 Case Investigator / Contact Tracers Call Centre Services Agent The hourly contract will pay according to experience and is based on a minimum of 3 years of Call Center/Customer Service background. Other criteria will also influence pay rates:
1. Worked in the Medical Field and have a procedural understanding of COVID-19
2. Fluent in Spanish or Polish (Written and Spoken)
3. Technological Experience on Salesforce or dialer platforms such as CRM CONTACT TRACER The position of the COVID-19 Contact Tracer is a key position in the response to contain the spread of COVID-19.

The primary goal of contact tracing is to interrupt the ongoing transmission of a disease and reduce the spread of infection. This position will contact individuals who have been exposed to COVID-19, educate them on the need to self-quarantine, refer them to Contact Tracing team members for needed services, maintains ongoing communication with them for up to fourteen days from last exposure, and supports linkage to care if they test positive. This position will require 2 - 4 weeks in office for training and eventually lead to a remote position. MINIMUM QUALIFICATIONS
• High School Diploma or GED (required) • Reliable internet connection 50Mbs Download/10Mbs Upload
• Experience and knowledge working with diverse communities and underserved populations.
• Intermediate computer skills and experience including data entry.
• Must wear personal protective equipment as required if working onsite.
• Must be able to work flexible hours outside of a usual day shift schedule that may include evenings and weekends (hours can be between 9.30am to 1.30 PM EST and from 5.30pm to 9.30 PM EST – Friday to Monday) with high scheduled shift on Thursday to Monday morning.

· Experience working in healthcare or public health initiatives an asset.
· Preference provided to individuals with customer service/call centre experience.
· English a must, additional languages such as Spanish, Polish or other an advantage.
Must be able to provide flexible day and night shifts especially during the period of Friday through Monday morning.
• Works in collaboration with the Team Lead/Supervisor as a Case Investigator/Contact Tracer.
• Calls contacts of newly diagnosed cases and performs follow up contacts to support tracing obligations.
• Follows a set script to inform contacts about the importance of isolation or quarantine and what to do if symptoms are present or develop.
• Collects and records demographic information, symptoms, and needs into the web-based data system with accuracy.
• Provides contacts with approved, pre-drafted information about isolation and quarantine procedures, and if appropriate, refer them to testing according to protocol and/or to a COVID-19 Care Resource Coordinator for social resources.
• Communicates with contacts in a professional and empathetic manner maintaining emotional and cultural awareness.
• Maintains daily contact with the Team Lead/Supervisor for daily assignements Case Investigator.
• Participates in on-going technical and professional development trainings to strengthen skills throughout the project period to enhance the program’s effectiveness.
• Completes any other relevant documentation for the initiative to assess individual, program components or initiative needs and progress.
• Handles and maintains confidential information with discretion and professionalism and completes HIPAA (Health Insurance Portability & Accountability Act) training requirement.
• Performs other duties as assigned.


• Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient population composed of diverse cultures and age groups.
• Critical thinking skills & positive disposition.
• Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals during a time of crisis and distress.
• Excellent organizational skills with attention to detail, accuracy and precision
• Skill and ability to use computer equipment, software programs, and perform data entry.
• Ability to maintain a professional demeanor and composure when challenged.
• Ability to work independently and exercise sound judgment.
• Strong English communication skills with secondary language preference in Spanish & Polish an asset. Please notify if you have other languages.
• Ability to show empathy to distressed individuals and assist with identifying solutions to problems identified. Job Types: Part-time, Temporary Salary: $28.00-$34.00 per hour

• Weekends COVID-19 considerations: Our focus is on helping to keep our employees healthy. We have implemented several measures to ensure a safe work environment, some of which include having workstations that are placed a minimum of 6ft apart and taking temperatures twice a day.

• Secondary School (required) Experience:
• customer service: 2 years (required) Work remotely:
• Yes
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