Traveler Support Specialist

XPRESSPA; Atlanta (GA); Presencial; USD 28.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Pet insurance

401(k) with match

Generous PTO

Tuition reimbursement

Descripción de la vacante

XWELL is hiring for a traveler outreach coordinator on a role requiring federal background and credentialing. You will contact travelers by phone and email, document interactions, and support CDC-led investigations, with a focus on privacy and compliance.

The position demands strong communication, organizational skills, and the ability to follow approved procedures while coordinating with CDC guidance and program leadership.

Formación

• Bachelor's degree or equivalent in public health, health sciences, social sciences, communications, or related field.
• 1+ year in public health, healthcare, case management, contact tracing, call center, or similar high-volume role.
• Strong verbal and written communication skills; precise data entry and recordkeeping.
• Ability to follow scripted protocols and maintain confidentiality with sensitive information.
• Must be able to obtain and maintain federal credentials and system access.

Responsabilidades

• Review traveler lists from CDC twice daily and complete the assigned portion.
• Contact travelers by phone and email using approved templates and scripts.
• Document all contacts, outcomes, and received items in CDC tracker.
• Support investigations, exception coordination, and international notification per SOPs.
• Collaborate with program leadership to ensure timely operations.

Conocimientos

Communication

Attention to Detail

Customer Focus

Teamwork

Process Adherence

Educación

Bachelor's degree in public health or related field

Herramientas

Microsoft Outlook

Excel

SharePoint

Descripción del empleo

Description

XWELL is a leader in health, wellness, and public health services for travelers. With two decades of experience and continued growth, XWELL supports airport wellness operations and federal public health programs through its XpresSpa and XpresCheck brands. Our teams partner with the U.S. Centers for Disease Control and Prevention to support traveler health and public health readiness.

Important Federal Credentialing Requirements

This role requires a federal background investigation, a favorable suitability determination, and government-issued credentials and system access. Complete and accurate information is required throughout the process. Federal credentialing is managed by the government and may take several weeks.

Responsibilities

Traveler Outreach

Review traveler lists provided by CDC on a twice-daily cycle and complete the assigned portion of each list.

Contact travelers by telephone and email using government-furnished equipment, approved applications, CDC templates, and authorized call scripts.

Communicate calmly, professionally, and respectfully with travelers who may be anxious, confused, frustrated, or working within urgent travel timelines.

Answer traveler questions using approved reference materials and escalated questions or circumstances that fall outside established guidance.

Documentation and Program Support

Request, receive, and acknowledge traveler-provided documentation used to establish travel history.

Document every contact attempt, outcome, and item received in the CDC-maintained tracker when the activity occurs.

Transmit collected documentation to the designated CDC mailbox using required subject lines and handling procedures.

Support contact investigations by collecting, organizing, documenting, and tracking related information.

Support exception request coordination and international notification follow-up in accordance with CDC standard operating procedures.

Compliance and Confidentiality

Protect personally identifiable information and keep traveler information within authorized government systems.

Follow all program procedures, privacy requirements, information security controls, and escalation protocols.

Complete required onboarding, program training, and refresher training within established timeframes.

Maintain professional and ethical conduct in all communications and program activities.

Team Collaboration

Collaborate with XWELL program leadership and team members to support consistent and timely program operations.

Participate in team meetings and training sessions and remain informed about updates to CDC guidance and procedures.

Perform other related duties as assigned to support program needs.

Required Qualifications

• Bachelor’s degree in public health, health sciences, social sciences, communications, or a related field, or an equivalent combination of education and directly relevant experience.
• Minimum of one year of experience in public health, healthcare, case management, contact tracing, a call center, or comparable high-volume customer contact work.
• Excellent verbal and written communication skills.
• Strong organizational, data entry, and recordkeeping skills with careful attention to accuracy.
• Proficiency with Microsoft Outlook, Excel, and SharePoint.
• Ability to follow written protocols, approved scripts, and standard operating procedures precisely.
• Ability to recognize when a situation requires escalation and avoid providing guidance outside the approved scope of the role.
• Ability to handle sensitive information discreetly and in accordance with federal and company requirements.
• Ability to obtain and maintain the federal credentials and system access required for the position.
• Availability to work a five-day rotating schedule that includes weekends and federal holidays.

Preferred Qualifications

• Professional working proficiency in French.
• Experience with contact tracing, traveler health, quarantine station operations, or border health programs.
• Experience supporting a federal contract or public health emergency response.
• Experience handling sensitive or controlled information in a regulated environment.

Core Competencies

• Communication
• Customer Focus
• Attention to Detail
• Results Driven
• Teamwork

Benefits

• Competitive hourly wage
• Medical, dental, vision, and pet insurance
• 401(k) with company match
• Generous paid time off plan
• Tuition reimbursement
• Benefit eligibility and coverage are subject to applicable plan terms and employment status.
• Join XWELL in supporting traveler health and public health readiness.