Engaged with pharmacies and patients to resolve technical issues

Transfer/refer caller to appropriate entities according to the established CDC guidelines.Facilitate the fulfillment of caller requests for appointments, materials via mail, email, or download.Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.Escalate calls or issues to the appropriate designated Maximus staff for resolution, as needed.Track and document all inquiries using the applicable systems.Facilitate translation services for non-English speaking callers according to outlined procedures.Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems.Meet quality assurance (QA) and other key performance metrics.Report problems that occur and assist with the resolution.Utilize databases and written materials to look up and provide information to telephone inquiries Respond to telephone inquiries within the set departmental staffing and time parameters

• Scheduled appointments for Arizona residents during the initial rollout of the COVID 19 vaccination• Employed relational database theory in identifying administrative deficiencies during the scheduling process resulting in minimizing the number of daily wasted vaccinations • Lead a team project tasked with the design of a template that was used by other Support Specialist to assist them in responding to public inquiries. Call times were decreased by 30% allowing Support Specialists to assist more residents in obtaining vaccination appointments