Health Information Line Specialist

The CDC Foundation helps the Centers for Disease Control and Prevention (CDC) save and improve lives by unleashing the power of collaboration between CDC, philanthropies, corporations, organizations and individuals to protect the health, safety and security of America and the world. The CDC Foundation is the go-to nonprofit authorized by Congress to mobilize philanthropic partners and private-sector resources to support CDC’s critical health protection mission. Since 1995, the CDC Foundation has raised over $1.9 billion and launched more than 1,300 programs impacting a variety of health threats from chronic disease conditions including cardiovascular disease and cancer, to infectious diseases like rotavirus and HIV, to emergency responses, including COVID-19 and Ebola. The CDC Foundation managed hundreds of programs in the United States and in more than 90 countries last year. Visit www.cdcfoundation.org for more information.  

Position Title: Health Information Line Specialist

Location: Rhode Island Department of Health Hybrid-(Cannon)

Position End Date: 6/30/2025

Salary: $47,461.00

The Rhode Island Department of Health (RIDOH) is seeking a Health Information Line Specialist. This position will allow RIDOH to continue with the full operations of the Health Information Line. RIDOH’s Health Information Line answers an average of 7500 calls per month from the Department’s variety of customers (including healthcare providers and the general public). This line is the single point of telephone entry for the Department, and for complaint intakes. Quality customer service is critical to all the Department’s strategic priorities.

· Associate degree or equivalent with up to two years of applicable experience

· Bachelor’s degree or higher from an accredited college or university, with no experience

· Experience in customer service industry

· Experience in public health

· Knowledge of HIPAA and PHI privacy laws

· Strong verbal and written communication skills, including active listening and emotional intelligence

· Ability to interact in an empathetic and non-judgmental manner with culturally diverse populations and persons experiencing a wide range of social and/or emotional conditions

· Critical thinking and problem-solving skills, and the ability to use sound judgment in responding to client issues and concerns

· Ability to adapt to changing environments and receive constructive feedback

· Ability to use discretion, maintain confidentiality, and practice ethical conduct

· Ability to work effectively with all levels of staff, establishing and maintaining collaborative professional relationships

· Strong time management skills (organization, prioritization, multitasking)

· Ability to work independently and as part of a multidisciplinary team

· Proficiency with MS Office 365 (i.e., Outlook, Word, Teams, Excel)

· Attention to detail: obtaining all required information from inbound calls and written inquiries in order to respond appropriately

· Excellent phone etiquette when speaking to individuals from all demographics and life situations, including patience and cultural awareness,

· Ability to speak, read, and write English proficiently

· Flexibility, cultural competence, and understanding of application of motivational interviewing techniques

· Ability to employ dynamic communication and interpersonal skills, cultural competency/ sensitivity, tactful language, and empathetic customer service skills to build rapport and maintain trust with constituents of varied backgrounds

· Bilingual Spanish and/or Portuguese preferred

· Respond to Health Information Line (HIL) inbound inquiries using responses created for agent use;

· Document all incoming calls using HIL software;

· Provide feedback on any identified information gaps and/or clarifications needed ;

· Review and triage complaints from constituents regarding licensed healthcare professionals and licensed facilities via email, mail, or fax;

· Participate in requisite trainings, program meetings, and quality improvement activities to ensure and enhance the quality of customer service delivery

· Meet or exceed RIDOH standards of customer service

· Assist healthcare professionals with online license renewals.

This role is involved in a dynamic public health program. As such, roles and responsibilities are subject to change as situations evolve. Roles and responsibilities listed above may be expanded upon or updated to match priorities and needs, once written approval is received by both the CDC Foundation and Rhode Island Department of Health in order to best support the State of Rhode Island in their public health programming.

This position is currently a hybrid position. CDC Foundation retains the right to make adjustments to this as required.