Lead Health Survey Interviewer, Dhhs

Are you looking for a new career with a great work/life balance? Well this position with the Utah Department of Health & Human Services may be just what you are looking for.
The main purpose of the position is to exercise considerable independent judgment in producing comprehensive, high quality data collection for various department programs, according to Survey Center protocol. The position of Lead Health Survey Interviewer also includes mentoring peer Health Survey Interviewers, defusing respondent escalations, actively participating in team meetings, reviewing and contributing content to new hire training modules and competent use of Service Observe, VNC Viewer and WinCATI Supervisor or similar quality assurance monitoring and database programs.
WHY APPLY?
This is your chance to affect a real change in Utah's future. This is an opportunity for a new career which rewards your knowledge, professional abilities, caring nature, and efforts. Please click HERE for a page where you can review these and other benefits.
THE AGENCY
To learn more about the Utah Department of Health & Human Services and programs, please click HERE.As a valued member of our team you will be responsible for conducting call-back telephone interviews, along with health program surveys for the Utah Department of Health & Human Services (DHHS) Survey Center.
The Lead Health Survey Interviewerrole extends beyond that of a Health Survey Interviewer such as:

• Attempting refusal conversions; defusing respondent escalations;
• Mentoring peer Health Survey Interviewers and conducting recurrent and new hire training;
• Testing state-added questions to be included in the annual BRFSS;
• Testing annual survey programming to identify errors including script and skip patterns;
• Accurately documenting selected respondent comments, responses and directives into each survey record while maintaining the expectation of a consistently high quality and productivity performance;
• Consistently placing outbound calls engaging Utah resident participation within the first 15-20 seconds with no tangible 'product' to offer;
• Outbound cold calling; requires strict adherence to federal and state policies, procedures and confidentiality;

Preference may be given to those with experience following a pre-established set of standards; and working autonomously with a high volume of community member contacts from various demographics..

• Twelve consecutive months working in an outbound call center
• Two years experience following strict confidentiality protocols with sensitive information

Our ideal candidate will have:

• Experience in an outbound call center
• Experience collecting confidential general health data
• Conflict resolution experience
• Experience working with WinCATI or similar database system, Genesys and Cisco Jabber or similar high volume call center phone system
• Proficiency with reading and writing English

SCHEDULE
Due to the nature of telephone surveying, this position requires non-traditional hours as compared to most state positions. Applicants must be available to work 40 hours a week according to their assigned shift schedule and business needs as determined by the management team.

• Availability would include M-TH 10:30 am - 9:00 pm
• Mandatory Saturdays 9:00 am - 4:00 pm.

• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending; carrying light items. Special physical demands are not required to perform the work.
• Be aware that salary ranges specified reflect a minimum starting and top of range dollar amount. Actual rate per hour will be determined by evaluation of qualifications and skills of the individual and the availability of monies through budget and grants or by following DHRM rule.

Employment Type: Full Time