ADFAN - Operator

Join Our Team!

The Operator will be responsible for receiving alerts from the Department of Family's Program regarding emergencies involving child abuse, elder abuse, and/or individuals with disabilities.

Additionally, there are opportunities for professional development to provide services to clients in the United States, allowing you to expand your professional experience in a dynamic and international environment.

Key Responsibilities

• Conduct telephone interviews with the informant and complete all areas of the Safety Model.
• Complete the initial assessment, taking into consideration the relationship between the alleged respondent and the referred family, as well as their motivations for making the referral.
• Educate the caller regarding the confidentiality of the information provided.
• Collect information in accordance with established standards for information gathering and evaluation when processing a referral.
• Explore sufficient and relevant information based on the informant's allegation to determine whether specific circumstances or events related to abuse exist.
• Document all information collected in the appropriate platform, minimizing spelling and documentation errors.
• Verify inclusion criteria and safety elements.
• Consult with the evaluator on duty regarding any questions related to the information provided by the informant, when necessary.
• In the event of an emergency during the call, coordinate with the appropriate rapid response agencies.
• Ensure confidentiality and compliance with all applicable state and federal regulations for Health Contact Centers, including HIPAA, as well as internal policies regarding the disposal of confidential materials.
• Comply with all core and functional training, as well as procedures established by regulatory agencies, contractual requirements, and applicable certification standards, including, but not limited to, URAC.

Requirements

• Minimum of 1 year of experience in Customer Service and/or healthcare-related environments.
• Bachelor's degree in Social Work, Psychology, and/or Criminal Justice.
• Knowledge of computer applications and Microsoft Office.
• Excellent verbal, written, and reading communication skills.
• Bilingual in Spanish and English preferred, especially for opportunities providing support services to clients in the United States.
• Strong customer service orientation, empathy, and proactive attitude.
• Availability to work rotating 24/7 shifts, including weekends and holidays.

Benefits

• Specialized training in customer service, regulations, and healthcare-related topics.
• 24/7 Telemedicine service.
• Free employee health and wellness programs.
• Professional growth and career development opportunities.
• Paid leave.
• Medical Plan contribution.
• Retirement plan.
• The opportunity to positively impact the well-being of the population.

Location: Hybrid in Guaynabo or Mayagüez, PR | Remote work subject to company policies.

Employment Type: Full-time | Regular.

We are an Equal Employment Opportunity Employer (EEOC).