Call Center Agent

Knowledge Services, in partnership with Indiana 211, a division of the Family & Social Services Administration, is seeking applicants for full time ​contract employment to support Indiana's 211 Call Center. This call center supports Hoosiers in gaining access to up-to-date, scientifically sound health related information about pertinent health topics such as COVID-19, Mpox or other significant community health related concerns that arise. The call center is supported by virtual technology, allowing a flexible schedule to work from home.

$16.75 per hour

Monday - Friday 

8:00am–5:00pm 

100% Remote 

Must be an Indiana Resident

* Must have a hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (dial-up, wireless, or satellite internet service cannot be used)

• Minimum download speed of 20 Mbps
• Minimum upload speed of 3 Mbps
• Ping less than 100 ms

All training materials and guidance will be provided by the State.

Essential Duties:

• Respond to individuals seeking information about a variety of reasons such as but not limited to general COVID-19 questions, vaccinations and testing, and other public program questions via phone, email, or text message
• Positively represent IN211 by providing excellent customer service and responding to each inquirer in a professional, non-judgmental, culturally appropriate manner
• Establish rapport to build the groundwork for problem solving with end user
• Identify opportunities to promote self-education and updates through use of online materials available to anyone  

Desired Skills and Experience:

• Previous patient interaction or call center experience preferred
• Experience in health care, including community health worker training, cultural competency, and health messaging, is preferred 
• Bilingual applicants are highly encouraged, as are individuals identifying as minorities and individuals with disabilities
• Actively and skillfully identify primary concern of the caller and utilize available resources to address issues with the caller, avoiding medical advice or opinions
• Excellent reading comprehension, listening, verbal and written communication skills
• Ability to maintain a positive, compassionate and professional attitude, even in times of stress
• Must have effective active listening and problem-solving skills
• Ability to multi-task in a fast-paced environment
• Perform job duties with frequent interruptions and/or distractions
• Must be able to adapt to and retain constantly changing information
• Demonstrated personal computer skills with MS Office applications and other software applications
• Bachelor’s degree in healthcare or or related field is preferred, but not required

Knowledge Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law .

People with disabilities, veterans, and military families are encouraged to apply.

Applicants with disabilities may contact Human Resources via telephone, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Human Resources Team at  or .