Customer Service Representative – Vaccine Tracer

at Nesco Resource
Location Memphis, TN
Date Posted November 18, 2021
Category Default
Job Type Full-time



3 positions Memphis (on site) Length: Indefinite

The purpose of the Vaccine Tracer is to assist in delivering the day to day (Federally mandated) Vaccine Management & Test Tracking operation to all employees and managers. This role will be responsible for reviewing and maintaining documentation to support the Vaccine Management and Test Tracking processes.

These positions will be the initial point of contact for this Vaccine Management & Test Tracking program.

Daily activities will include (but not be limited to)

Providing S&N Vaccine Tracking education/information

Provide timely, consistent support and advice to managers and employees ensuring compliance with legislation and processes (Engaging employees by phone and in person/on site)

Provide timely and accurate delivery of Vaccine Management & Test Tracking services within agreed performance levels and to comply with all statutory requirements.

Scanning and uploading proof of vaccination and or testing

Ensure the capture and retention of documents and filing is in accordance with the company policy, processes, and any audit requirements.

Monitor the contact management system to ensure the nature of the query is reflected to enable a high level of customer service satisfaction.

Resolve non-compliance, complaint, and critical management issues to resolution, escalating as appropriate and ensure causes and outcomes are fed into the continuous improvement process

Act as a champion for both internal and external customer focus and listen to and communicate with customers and stakeholders effectively; keeping all relevant parties consulted and informed where appropriate as a result of process change.

Advocating for S&N employees and management regarding the Vaccine Management & Test Tracking program

Performing 'triage of conversations and re-routing calls to HR on an as needed basis

Continuous process improvement: will be continuously updating documents and system information


Bachelor's degree (Business, Human Resources or relevant subject). High School diploma and (minimum) 4 years Customer Service experience will be considered in lieu of Bachelor's degree

Experience of delivering HR and/or related services in a diverse organization.

Knowledge of employment legislation as it appertains to Vaccine Management, Test tracking and non-compliance of policy and process

Knowledge of shared services and center of excellence concept operating environment, service systems, processes and capabilities

Prior Customer Call Center service experience within the Medical Field a plus

Call Center experience mitigating frustration and confusion also a plus

Strong interpersonal skills with the ability to engage and manage stakeholders effectively

resolving issues and understanding drivers/needs

Knowledge of HIPPA regulations

Confidentiality a must!

Ability to patiently listen and take clear, concise notes of conversations. These notes to be documented accordingly

Good understanding of the application of Workday, ServiceNow and other HR systems including workflow and case management and its reporting capabilities

Ability to build and establish effective relationships to elicit information from key individuals

Good understanding of the application of Workday, ServiceNow and other HR systems including workflow and case management and its reporting capabilities

Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.

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