Urgent Response Specialist

Children's Hospital of Philadelphia
United States, Pennsylvania, Philadelphia
Dec 24, 2024
SHIFT: Rotating (United States of America) Seeking Breakthrough Makers Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career. CHOP's Commitment to Diversity, Equity, and Inclusion CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children. We strongly encourage all candidates of diverse backgrounds and lived experiences to apply. A Brief Overview The Response Specialist will answer questions and provide risk assessment for individuals engaging with the Center for Public Health Readiness and Response (CPRR). The Response Specialist will interface with multiple audiences, including CHOP employees, patients and families, and the Greater Philadelphia community. Responsibilities include providing phone-based education to healthcare workers, patients, and the public to promote safe and efficient patient care, as well as prevent harm related to exposure to infectious diseases and other topics of public health significance. The Response Specialist will also provide support to partners across the enterprise as needs arise, including in-person support in care areas. All team members must be comfortable multi-tasking, interpreting, and relaying information to multiple audiences, as well as navigating multiple computer databases and resources. Shifts needed are day or evening (ranging from 7am-11:30pm), 7 days per week. Weekends and holidays are rotating. What you will do The Response Specialist consults with and educates healthcare providers, patients, and the public on the practical methods of preventing and controlling the spread of infectious diseases, as well as other topics of public health significance. Answer calls from CHOP employees, patients/families, and the community: Collect information necessary to apply caller situation to algorithms and guidelines provided by CPRR leadership and external public health authorities Provide the caller with a calm evaluation of the incident and makes complete, concise, and relevant management recommendations Attempt to provide callers with action-oriented resources for all calls Demonstrate a courteous, reassuring, and helpful manner during interactions with callers Disengage politely from callers, particularly those who are seeking information not applicable to the services of the CPRR Document all phone encounters thorough manner Consult with healthcare providers to answer infection prevention and control questions or concerns from staff regarding care of patients and/or families. Advise staff on appropriate isolation practices and use of personal protective equipment for a broad range of infectious agents. Perform contact tracing of potential exposures at CHOP and work closely with Infection Prevention and Control colleagues. Complete necessary registration and scheduling for callers as necessary for various programs in the CPRR. Educate callers on topics significant to public health and/or CHOP on an ongoing or episodic basis. Provide consultative support and training to new orientees. Provide support to partners in the Office of Preparedness, Prevention, and Response and across the enterprise, including participating in Infection Prevention compliance assessments and other projects as needs arise. Assist with team projects/assignments to help alleviate call center workflow on as needed basis. Provide surge preparation and coverage. Adapt swiftly to new program deliverables in an effort to continue to support the needs of CHOP and our community. Attend and participate in staff meetings. If real-time attendance not possible, must review recordings and material to 100% of all meetings. Participate in on-going continuing education and promptly reviews 100% of emails sent from CPRR leadership team. Education Qualifications High School Diploma / GED Required Bachelor's Degree Preferred Experience Qualifications At least three (3) years professional work experience Required Experience in health care, call center, and/or public health Preferred Skills and Abilities Employee must have critical thinking skills, troubleshooting, independent learner, adaptability to new information and processes, ability to multi-task, intermediate to advanced computer skills. To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, professionals working onsite-at any CHOP location, for any portion of time-must be vaccinated for COVID-19. Learn more. CHOP also requires employees who work in patient care buildings to receive an annual influenza vaccine. Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed. EEO / VEVRAA Federal Contractor \| Tobacco Statement