Covid-19 Test Site Registration Staff Supervisor
- Summary
There is an urgent need to expand testing capacity across South King County.
In response to the on-going Covid-19 crisis, we are looking to fill one, possibly multiple, Public Health Administrative Support Supervisor (PHASS) to last up to one year to help supervise and oversee the operations in our Covid-19 Testing Program.
High-volume Community testing sites have proven to be a customer friendly/cost effective method for achieving this goal. Public Health – Seattle & King County (PHSKC) is collaborating with a variety of local area organizations to ensure a sufficient number of high-volume sites are in operation, particularly in areas of need like South King County. These sites are expected to be open six (6) days per week and to operate at least eight (8) hours per day.
Proper personal protective equipment (PPE) outlined by the CDC will be provided - including mask, gloves, and appropriate social distancing.
WHO MAY APPLY: This hourly position is open to the general public, as Term Limited Temporary positions, and to all Career Service, Career Service Exempt and other regular (non-temporary) employees in King County who have completed their initial County probation period, as a Special Duty Assignment. You must have supervisor approval prior to taking a Special Duty Assignment. First review of applications will begin on November 30, 2020.This TLT is currently anticipated to last up to 6 months. However, funding sources for this work remain uncertain and dependent upon decisions actively being made at both the federal and local levels. As a result, the end date of this position may be adjusted based on those decisions. The County and the Department continue to work to secure long term funding sources.
WORK SCHEDULE: The normal work schedule for this position is 40 hours per week. Employees must be available to work full eight and/or nine-hour shifts. Shifts are available Monday through Saturday; 8:30 a.m. to 6:00 p.m. Employees will be expected to work at least some Saturdays and willingness to adjust their availability if the test site adjusts the hours of operations. This position is subject to the Fair Labor Standards Act and is overtime eligible.
WORK LOCATION: Auburn test site at the GSA complex. Work location might be variable as additional testing sites in South King County are identified.APPLICATION PROCESS: The following items are required to be considered for this vacancy:
- NEOGOV/Government Jobs on-line or paper application;
- Responses to supplemental questions;
- Virtual interview process, scheduled for Tuesday, December 8, 2020
Your application may be rejected as incomplete if you if you do not include the standard information in the application. Include relevant information only on the resume or cover letter. If you reference "see resume" on your application, it will be considered incomplete. You must completely fill out the application with your relevant education and work experience.
CONTACT: For questions about this recruitment, please email Sarah Fish at sarah.fish@kingcounty.gov.- Job Duties
- Leads Customer Service Representatives who respond to customer inquiries, requests, concerns, complaints, and disputes; prioritizes and schedules work for the group as appropriate; assists in staff training and real-time feedback.
- Assists management staff in planning and implementing unit policies and procedures to ensure timely and effective customer service levels.
- Updates and maintains accurate records information/database systems and generates reports as required.
- Plans, organizes, and schedules, daily work activities by matching priorities, workload, and available personnel in order to maintain optimal productivity within the unit; and leads staff in ensuring prompt, courteous, and efficient service for customers.
- Provides direction to staff on handling and completing problem transactions, difficult customer inquiries, and technical inquiries; and resolves questions and concerns of staff regarding policies and procedures as they relate to customer concerns.
- Trains new staff in COVID-19 testing program operations and procedures.
- Must be knowledgeable of COVID-19 operations and training requirements and be able to interpret and explain work instructions and guidelines to subordinates. The ability to supervise personnel is also required.
- Ultimately responsible for data privacy, security, and quality. Addresses inquiries from the laboratory King County is working with on the testing site.
- Create a culture of continuous improvement and continue to streamline operations and adjust training as necessary to support program changes. Support daily huddles and quickly spread new knowledge across CSS’s.
- Field questions from the Customer Service Bureau and flag changes in operations for the Customer Service Bureau.
- Register drive-thru patients; assist individuals seeking a COVID test as appropriate; follow laboratory data security protocols, review and audit online paperwork to ensure completeness; request, verify and/or change customer information for proper test administration; and collect and record insurance information as appropriate.
- Engages directly with customers to ensure they are correctly entered in the system, collects information to ensure appropriate data processing and that communication regarding results will be sent to the patient within 24 – 48 hours after testing.
- Provides information regarding the COVID-19 testing program, explains the process and answers frequently asked questions.
- Matches drive-up patients to their virology paperwork and/or labels.
- Responds to customer inquiries and complaints; researches problems; resolves and reconciles discrepancies; prepares documents to make adjustments and corrections when errors are detected; and refers customer service requests to appropriate personnel for disposition and/or follow-up as required.
- Updates and maintains accurate account information and customer records in computerized customer information/database systems by inputting new information and changes; and maintains statistical records and generates reports as required.
- Follows all safety protocols, wears assigned personal protective equipment and decontaminates workstation as required.
- Backs up registration technicians during breaks, lunches, or periods of peak traffic at the test site.
- Completes other duties as assigned.
Our ideal candidate will demonstrate the following (Minimum):
- Requires a minimum of three years of experience in customer service, public contact and/or experience in a billing process (or a combination of education and/or training and/or experience, which provides an equivalent background required to perform the work of the class).
- Demonstrated ability to work in a fast-paced environment and ability to troubleshoot technology and data entry problems.
- Demonstrated ability to show empathy to distressed individuals.
- Demonstrated ability to handle confidential information with discretion and professionalism.
- Demonstrated ability to use independent judgment, initiative and discretion in performing the duties without direct, immediate supervision at all times.
- Able and willing to stand for long periods of time as the majority of the work will be performed standing and walking.
- Knowledge of supervisory techniques and principles
- Advanced knowledge of program policies and procedures
- Advanced knowledge of spreadsheet software
- Strong leadership skills, including conflict resolution, problem solving and familiarity with effective adult learning and team building techniques.
- Training skills and the ability to teach others to complete tasks or assignments to be performed
- Skill in working with diverse cultures
- Skill in organizing, prioritizing and delegating tasks
- Detail oriented, with skill in reconciling numeric data and accounts
- Skill in listening and communicating with others in a tactful and diplomatic manner, including providing technical information to non-technical individuals.
The most competitive applicants will have the following experiences and qualifications (Desired):- Experience in epidemiology, public health, or a related field, especially in testing/COVID19 response.
- Applicants who are bilingual are encouraged to apply. This skill is highly desired but will not disqualify you from being considered.
- Supplemental Information
Forbes recently named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
Additional Information:- You must completely fill out the application with your relevant education and work experience.
- The selected candidate must be able to pass a thorough background investigation.
- For more information on our selection process, please refer to www.kingcounty.gov/depts/health/jobs/hiring. For tips on interviewing, please visit https://www.kingcounty.gov/~/media/audience/employees/learning-and-development/Interview_Tips.ashx?la=en.
- Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law.
- Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing their mandatory trainings on time and obtaining required immunizations.
- Public Health relies on office automation (Microsoft Office) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work.
- Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
- Staff may be required to play an active role in the event of a public health emergency, which may include changes in responsibilities and working hours.
- If you need a disability accommodation in the application or testing process, please call the contact number listed on the job announcement.
Union Membership: This position is represented by Protec 17.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
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01Are you available to work 8 or 9 hour shifts, including shifts on holidays?
- Yes
- No
02Are you available to work full-time?- Yes
- No
03Are you available to work Monday through Saturday, with a rotating schedule?- Yes
- No
04Are you available to attend the virtual interview in the afternoon on December 8th?- Yes
- No
05Do you speak or write in any languages other than English?- Yes
- No
06If you answered yes, please list the languages that you speak or write.07Are you applying to this position as a Priority Placement Program Participant And Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff AND Do you possess the skills and abilities to qualify for this position?- Yes, I was given a layoff notice from my role at King County AND I am within two years of the effective date of my layoff. AND The position I was laid off from was the same or a higher percentage of FT status when compared to this one.
- No.
08If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoffRequired Question