Call Agent, Bureau of Customer Support

Job Description

College Aide (Freshman-Sophomore)

The Mission of the DOHMH Call Center is to deliver enhanced customer service to the people of New York City by providing a single point of entry for all Department information and services. The mission is accomplished thru a state-of-the-art customer service facility designed to provide clients, the general public and the provider community with information about our services and programs, referrals, appointments and follow-up, health literature and education materials.

The Call Agent will provide customer service to both internal and external customers by addressing, assessing reason for call, and providing requested information. Tracking System will be used to open and record customer issue(s). Provide customers with health education information, making appropriate referrals, performing outbound calls to gather feedback for surveys and submit service requests. Answer general Vital Records related questions and assist with status referrals. Handle emergencies and other ad hoc assignments. Perform other required duties/tasks as assigned. Disseminate information and service the public with information related to public health topics.

DUTIES WILL INCLUDE BUT NOT BE LIMITED TO:

THIS IS A COLLEGE AIDE - PART TIME POSITION - 21 HOURS/WEEK

Under supervision, the college aide will be responsible for providing various clerical and administrative assignments to meet the program's goals and objective.
- Answer phone calls; relay messages to appropriate personnel; coordinate and distribute inter-office mail.
- Disseminate information and service the public with information related to public health topics.
- Provide assistance and information to the general public as well as staff who have difficulty navigating the NYC DOHMH website.
- Perform outbound calls to gather patient feedback for clinic surveys.
- Maintain and update databases computerized data/records; and analyze various data for accuracy.
- Answer general Vital Records related questions and assisting with status referrals.
- Handle emergencies and other ad hoc assignments.
- Perform other required duties/tasks as assigned.

PREFERRED SKILLS:
- Strong customer service orientation.
- Courteous telephone manner.
- Excellent oral and written communications skills.
- Basic computer skills,

Why you should work for us:

- Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/)
- Benefits: City employees are entitled to unmatched benefits such as:
o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
o a public sector defined benefit pension plan with steady monthly payments in retirement.
o a tax-deferred savings program and
o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
- Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
- Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or inter