Contact Tracing Case Manager Supervisor III
ATR International - Philadelphia, PA
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We are seeking a Contact Tracing Case Manager Supervisor III for a very important client.Responsible for contributing to the mission and vision of the Company by serving as a COVID-19 Contact Tracing Supervisor for all Company employees. Provides quality support services of COVID-19 intake and contact tracing to all Company employees with a high degree of privacy, expertise, and timeliness. This includes overseeing all incoming cases, evaluating and analyzing the intake form/concern, quickly interpreting the situation, determining the appropriate resolution and/or escalation, assigning the case as appropriate, and communicating the resolution and escalation to the employee, consistent with Service Level Agreements (SLAs). Works with moderate supervision/guidance. Is accountable for individual results and impact on team. We will need some/all of the contractors to work nights and weekendsCore Responsibilities- Oversees incoming contact tracing cases and delegates the assignment of cases to resources appropriately- Handles escalated contact tracing intake forms/inquiries with empathy to deliver on a high touch employee experience. Interprets situation and applies protocols and guidelines, as necessary.- Handles escalated cases/questions and handles private employee information in a discrete manner- Communicates and resolves escalated employee inquires- Partners with other HR, legal, and medical departments to promote team alignment.- Resolves cases with employees, managers/supervisors, legal, medical, and HR in accordance with SLAs.- Actively identifies opportunities for educating team on best practices.- Supports and processes work as assigned. Continually evaluates existing work processes and prospective processes work to ensure the most effective use of resources. Makes recommendations for process improvements.- Partners with HR Business Partners to facilitate knowledge transfer between the service center and HR departments.- Supports service center staff relative to phone traffic as needed.- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Other duties and responsibilities as assigned. Requirement: The ideal candidate will possess the following qualifications:Desired Qualifications- HR background/experience preferred- Salesforce experience preferred- Call center background/experience preferred
Created: 2024-09-07