PennOpen Pass Call Center (Temporary)

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PennOpen Pass Call Center (Temporary)

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Employers By State in 2021.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
PennOpen Pass Call Center (Temporary)

Job Profile Title
Temporary Employee - Non-Exempt

Job Description Summary
PennOpen Pass is a daily symptom tracker designed to reduce the risk of COVID-19 spreading within the Penn community. After a one-time enrollment process, users complete symptom checks before leaving their residence for the day.

The purpose of this program is to:

  • Identify individuals whose health may be at risk or may pose health risks to others,
  • Support those individuals to receive assistance, which may include COVID-19 testing, self-isolation, contact tracing, and medical care, and
  • Monitor trends related to COVID-19 to enable timely allocation of resources for campus health and safety.

    Users who report no symptoms and no recent contact with someone who may have COVID-19 get a Green Pass. Users who receive a Red Pass are directed to contact the PennOpen Pass Call Center at 215-573-6355 to seek guidance on next steps.

    The core duties of staffing the PennOpen Pass Call Center include answering incoming phone calls, documenting conversations, providing overview and guidance of the process, creating EPIC records when needed, helping individuals complete intake when in red state and referring, when necessary, to the appropriate clinical or contact tracing team.

    Average of 20 to 40 hours per week

    Job Description

    Tasks:

  • User support

  • Complete intake of PennOpen Pass

  • Creation support of EPIC records

  • Coordinate with RN and Occupational Medicine providers regarding particular cases

  • Provide support and details regarding test ordering/scheduling

  • Provide contact tracing support to the Center for Public Health Initiatives where needed

    Qualifications:

  • Qualifications include having excellent and sensitive interpersonal skills, strong attention to detail, cultural sensitivity, and interviewing skills.

  • This role requires a high level of independence, excellent interpersonal skills, and the ability to prioritize and pursue multiple simultaneous tasks in a time-sensitive manner.

  • Call Center agents should be skilled at asking questions and being sympathetic, with an understanding of medical terminology and University and Health system resources.

  • Needs to have good troubleshooting and conflict resolution skills.

    Technology Needs:

  • PC (or virtual desktop) to access remote call center

  • Stable Internet connection and private, quiet space to make and receive phone calls

  • Permission to set red passes through the PennOpen Pass dashboard

  • Access to directory information confirm personal information

  • Access to voicemail and call center reports through PennOpen Pass email account

    Job Location - City, State
    Philadelphia, Pennsylvania

    Department / School
    Health and Wellness

    Pay Range
    $7.25 - $155.75

    Affirmative Action Statement
    Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

    Special Requirements
    Background check may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

    To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/3535-Market/PennOpen-Pass-Call-Center--Temporary-_JR00044841

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