Join Our Team!
The
Operator
will be responsible for receiving alerts from the Department of Family's Program regarding emergencies involving
child abuse, elder abuse, and/or individuals with disabilities
.
Additionally, there are
opportunities 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 the
Safety 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 the
confidentiality 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.
Verify
inclusion 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 appropriate
rapid response agencies
.
Ensure confidentiality and compliance with all applicable state and federal regulations for Health Contact Centers, including
HIPAA
, as well as internal policies regarding the disposal of confidential materials.
Comply with all
core 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 of
1 year of experience in Customer Service and/or healthcare-related environments
.
Bachelor's degree in Social Work, Psychology, and/or Criminal Justice
.
Knowledge of
computer applications and Microsoft Office
.
Excellent
verbal, written, and reading communication skills
.
Bilingual in Spanish and English preferred
, especially for opportunities providing support services to clients in the United States.
Strong
customer service orientation, empathy, and proactive attitude
.
Availability to work
rotating 24/7 shifts, including weekends and holidays
.
Benefits
Specialized training in
customer service, regulations, and healthcare-related topics
.
24/7 Telemedicine service
.
Free
employee health and wellness programs
.
Professional growth and career development opportunities
.
Paid leave
.
Medical Plan contribution
.
Retirement plan
.
The opportunity to
positively 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 an
Equal Employment Opportunity Employer (EEOC)
.