Customer Service Assistant - Community Health Worker (CHW)

The Office of Innovation and Economic Development is SIU’s primary outreach arm to the region, offering business development, workforce innovation, economic development, and community engagement services and activities throughout Southern Illinois.

This position supports the implementation and daily operations of the Illinois Department of Public Health Community Healthcare Worker (CHW) program by assisting participants, coordinating communications, maintaining program data security, and providing administrative and technical support to program leadership and staff.

Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.

Examples of Duties

• Assists the Office of Workforce Innovation Research (OWIR) Program Coordinator, other staff, and OWIR Director in the implementation of the IL Department of Public Health Community Healthcare Worker (CHW) program and project tasks.
• Daily duties include but are not limited to: managing frequent, routine incoming and outgoing phone calls, voicemails, faxes, and emails, responding with accurate program specific information, researching answers, and resolving complaints, or referring unresolved grievances, to designated personnel as needed.
• Assists program participants using program knowledge and expertise of procedures by answering incoming program questions, providing guidance on next steps for accessing Community Healthcare Worker program materials. Interviews and assesses needs of program participants or those referred to the program and responds with appropriate customer service action.
• Assists in the development and implementation of the IT platform. Acts as a liaison to program participants and program coordinators. Provides accurate information about program procedures and solves unique problems on a daily basis. Must maintain internal and external security of all program information.
• Provides program support during the development of Community Healthcare Worker platform.
• Assists in the execution of daily activities with the Community Healthcare Worker program, including but not limited to updating program administration schedules, oral and electronic communication with students and project constituents, and disbursement and retrieval of program materials.
• Provides support to the program director and other Community Healthcare Worker staff.
• Serves as backup for opening and closing facilities.
• Assists in managing office and program supplies.
• Assists in annual inventory verification and related paperwork.
• Conducts program research as needed and requested.
• Performs other duties as assigned.

Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling eighteen (18) months from the following categories: College coursework in any discipline or Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.
3. Ability to read, write, and speak Spanish and English with intermediate fluency for conversational Spanish and English, both written and verbal, for in-person and phone conversations. This position contains a specialty factor that is required in order to be considered for the position.