Therapeutics Call Center Data Manager

Req-ID: 671133 Client: State of Iowa (IA-IDPH) Role: Therapeutics Call Center Data Manager Location: Des Moines, IA Duration: 12 to 24 Months Interviews will be conducted on January 14th Either Webcam Interview or In Person Required Skills (5+ Years):

• Good written and verbal communication skills to train staff who are responding to calls and voicemails as well as establish expectations.
• Detail oriented problem solver with excellent time management skills.
• Experience using database management software and electronic programs such as Google Drive, Microsoft Office products, various web browsers and Window 10, particularly Excel and Tableau.
• Excellent customer service skills and personable demeanor to represent the Department by phone and through email to assist those reaching out to the call center for assistance.

• Ability to quickly learn the phone and email system utilized at IDPH for accepting calls transferred to email and troubleshoot technical difficulties
• Ability to electronically document all calls and emails received and analyze number of responses and timeliness of responses.
• Ability to quickly understand the allocation of therapeutics process and respond to technical questions regarding the allocation, redistribution and documentation required for redistribution.
• Participate in the development and updates of call center scripts for assigned staff.
• Coordinate assigned staff schedules to assure coverage of the therapeutics call center.
• Ability to determine when additional staff need to be added or staff can be removed to/from schedule due to the fluctuation of phone calls and emails increasing and decreasing.
• Data tracking in federal health partner ordering portal to assess and visualize programs to complete daily reports related to therapeutic allocations, administration, provider inventory, and provider enrollment.