ADFAN - Operator

Telemedik; Mayagüez (PR); Hybrid; USD 28,000 - 36,000; Full time

Benefits offered by this job

Health and wellness programs

Career development

Paid leave

Medical plan contribution

Job summary

Telemedik seeks an Operator in Puerto Rico to receive alerts from the Department of Family's Program regarding emergencies involving child abuse, elder abuse, and individuals with disabilities. You will perform initial assessments, document information, and coordinate with rapid response agencies during emergencies.

The role offers opportunities for professional development, requires bilingual Spanish and English, and supports hybrid work from Guaynabo or Mayagüez.

Qualifications

• Minimum of 1 year of experience in customer service or healthcare-related environments.
• Knowledge of computer applications and Microsoft Office.

Responsibilities

• Conduct telephone interviews with the informant and complete all areas of the Safety Model.
• Complete the initial assessment considering relationships and referral motivations.
• Educate the caller regarding confidentiality of information.
• Collect information per established standards for information gathering and evaluation.
• Explore information to determine if abuse-related circumstances exist.
• Document information in the appropriate platform with accuracy.
• Verify inclusion criteria and safety elements.
• Consult with the evaluator on duty when needed.
• In emergencies, coordinate with rapid response agencies.
• Ensure confidentiality and HIPAA compliance and dispose of confidential materials per policy.
• Comply with core and functional training and regulatory standards including URAC.

Skills

Customer service

Communication skills

Bilingual Spanish/English

Empathy

Proactive attitude

Education

Bachelor's degree in Social Work, Psychology, or Criminal Justice

Tools

Microsoft Office

Computer applications

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

ADFAN - Operator

Regular - Full Time Guaynabo, Puerto Rico, PR

Join Our Team!

TheOperator will be responsible for receiving alerts from the Department of Family's Program regarding emergencies involvingchild abuse, elder abuse, and/or individuals with disabilities.

Additionally, there areopportunities for professional development to provide services to clients in the United States, allowing you to expand your professional experience in a dynamic and international environment.

Key Responsibilities

• Conduct telephone interviews with the informant and complete all areas of theSafety Model.
• Complete the initial assessment, taking into consideration the relationship between the alleged respondent and the referred family, as well as their motivations for making the referral.
• Educate the caller regarding theconfidentiality of the information provided.
• Collect information in accordance with established standards for information gathering and evaluation when processing a referral.
• Explore sufficient and relevant information based on the informant's allegation to determine whether specific circumstances or events related to abuse exist.
• Document all information collected in the appropriate platform, minimizing spelling and documentation errors.
• Verifyinclusion criteria and safety elements.
• Consult with the evaluator on duty regarding any questions related to the information provided by the informant, when necessary.
• In the event of an emergency during the call, coordinate with the appropriaterapid response agencies.
• Ensure confidentiality and compliance with all applicable state and federal regulations for Health Contact Centers, includingHIPAA, as well as internal policies regarding the disposal of confidential materials.
• Comply with allcore and functional training, as well as procedures established by regulatory agencies, contractual requirements, and applicable certification standards, including, but not limited to,URAC.

Requirements

• Minimum of1 year of experience in Customer Service and/or healthcare-related environments.
• Bachelor's degree in Social Work, Psychology, and/or Criminal Justice.
• Knowledge ofcomputer applications and Microsoft Office.
• Excellentverbal, written, and reading communication skills.
• Bilingual in Spanish and English preferred, especially for opportunities providing support services to clients in the United States.
• Strongcustomer service orientation, empathy, and proactive attitude.
• Availability to workrotating 24/7 shifts, including weekends and holidays.
• Specialized training incustomer service, regulations, and healthcare-related topics.
• Freeemployee health and wellness programs.
• Professional growth and career development opportunities.
• Paid leave.
• Medical Plan contribution.
• The opportunity topositively impact the well-being of the population.

Location: Hybrid in Guaynabo or Mayagüez, PR | Remote work subject to company policies.

Employment Type: Full-time | Regular.

We are anEqual Employment Opportunity Employer (EEOC).