Center for Public Health, Readiness, and Response Representative II

SHIFT: Rotating (United States of America)

Seeking Breakthrough Makers Children’s Hospital of Philadelphia (CHOP)—named America’s 2022 Best Large Employer by Forbes—offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career. CHOP’s Commitment to Diversity, Equity, and Inclusion CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children. We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.

About the Job
The CPRR Representative II will answer calls from individuals engaging with the Center for Public Health Readiness and Response (CPRR). The CPRR Representative II will interface with multiple audiences, ranging from the Greater Philadelphia public, CHOP employees, patients and families. All team members must be comfortable multi-tasking, interpreting and relaying information via phone, and navigating multiple computer databases and resources. Shifts needed are day/evening and nights, 7 days per week.

What you will do

Answer calls from the public and CHOP employees to our Coronavirus Resource Line:
Collect information necessary to apply caller situation to algorithms and guidelines provided by CPRR leadership and external public health authorities
Provides the caller with a calm evaluation of the incident and makes complete, concise and relevant management recommendations.
Attempt to provide callers with action-oriented resources for all calls.
Demonstrates a courteous, reassuring and helpful manner during interactions with callers.
Disengages politely from callers, particularly those who are seeking information not applicable to the services of the CPRR.
Document all phone encounters thorough manner.
Complete necessary registration and scheduling for callers as necessary for various programs in the CPRR.
Provide consultative support and training to non-clinical agent I.
Assist with team projects/assignments to help alleviate call center workflow on as needed basis.
Provide Surge preparation and coverage
Adapt swiftly to new program deliverables in an effort to continue to support the needs of CHOP and our community.
Attends and participates in staff meetings. If real-time attendance not possible, must review recordings and material to 100% of all meetings.
Participates in on-going continuing education and promptly reviews 100% of emails sent from CPRR leadership team.


High School Diploma / GED Required
Bachelor’s Degree Preferred


At least three (3) years professional work experience Required
At least three (3) years professional work experience Required
Experience in health care, call center, and/or public health Preferred

Additional Skills:

Employee must have critical thinking skills, troubleshooting, independent learner, adaptability to new information and processes, ability to multi-task, intermediate to advanced computer skills.
To carry out its mission, it is of critical importance for the Children’s Hospital of Philadelphia (CHOP) to keep our patients, families and workforce safe and healthy and to support the health of our global community. In keeping with this, CHOP has mandated all workforce members on site at any CHOP location for any portion of their time be vaccinated for COVID-19. This mandate also applies to workforce members performing work for CHOP at non-CHOP locations. The CHOP COVID-19 vaccine mandate is in alignment with applicable local, state and federal mandates.

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, professionals working onsite—at any CHOP location, for any portion of time—must be vaccinated for COVID-19. Learn more. CHOP also requires employees who work in patient care buildings to receive an annual influenza vaccine. Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed. EEO / VEVRAA Federal Contractor | Tobacco Statement






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