Program Assistant

Employment Duration: 8 months

The Goldschmidt Collective (TGC) is a unit within the Department of Family & Community Medicine that focuses on supporting healthcare providers nationwide, including physicians, nurse practitioners, physician assistants, pharmacists, and other healthcare professionals, by offering expert, case-based, on-demand education, clinical guidance, and capacity building.

Its core clinical education topic areas include:

• HIV and viral hepatitis prevention, evaluation, and management, including pre-exposure and post-exposure prophylaxis and antiretroviral therapy as treatment.
• Substance use evaluation and management, including medications for substance use disorder treatment.
• Complex contraception, early pregnancy assessment, miscarriage management, menopause management, and early abortion provision, as indicated.

The TGC Program Assistant provides administrative and operational support to TGC staff and faculty. Working under the direction of the Program Manager, the incumbent supports several vital activities, including purchasing and accounting, scheduling, staff reimbursements, triage, and other administrative tasks as assigned to advance the mission and goals of TGC.

Key Responsibilities:

Triage

• Answer phones through digital call center software.
• Document all required information in the Salesforce database and update existing caller information.
• Route calls to the appropriate clinician and take messages.
• Verify that callers are clinicians and identify the purpose of the call.
• Collect contact and demographic information and enter it into the database.
• Redirect callers who are patients to patient resources.
• Remain professional when working with difficult, anxious, or demanding callers.
• Do not provide opinions on medical questions; inform callers that they will be transferred to a clinician.
• Reassure callers that a clinician will be available to contact them shortly.
• Report abusive or belligerent callers to the supervisor.

Purchasing and Accounting

• Request and evaluate vendor quotes and bids.
• Prepare and track purchasing documents through completion.
• Develop and maintain purchasing and invoicing logs and files.
• Monitor invoice payments and track deliveries and shipments.
• Submit invoices for payment.
• Develop, submit, and track staff reimbursement requests.
• Review answering service invoices and report unusual costs.
• Follow established policies and procedures to accurately submit purchase requisitions and requests for reimbursement.

Administrative Support

• Provide high-level administrative project support, including preparing presentation materials and tracking clinical training attendance and publications.
• Support internal and external learning activities.
• Schedule meetings.
• Provide staff support to access compliance training and track completion.
• Assist in organizing onsite and virtual meetings and events.
• Update and distribute the staff roster.
• Collect and distribute mail and faxes.
• Prepare work orders for the IT Helpdesk to troubleshoot computer- and phone-system-related problems.
• Order, inventory, and track office supplies.
• Stay informed on deadlines and processes to update computer systems and communicate this information to the team.
• Perform other duties as assigned.

Responsibilities

N/A

Qualifications

Required Qualifications:

• Excellent organizational and prioritization skills, with proven ability to handle complex details accurately and attentively, problem-solve, and follow through.
• Ability to work independently as well as in a team.
• Ability to problem-solve and meet deadlines with minimal supervision.
• Excellent verbal and written communication skills.
• Strong knowledge of Microsoft Office Suite: Word, Excel, PowerPoint, Access, and Outlook email.
• Experience in a call center or customer service environment.
• Good conflict resolution skills.
• Strong customer service skills.
• Detail-oriented, with the ability to proofread and identify potential typos, grammatical errors, and data-entry mistakes.
• Demonstrated ability to manage high-stress situations, including responses to complaints and difficult requests from individuals in crisis.
• Compliance with policies and procedures.
• High school graduation and four years of related administrative experience, or an equivalent combination of education and experience.

Preferred Qualifications:

• Knowledge of call center telephony and technology.
• Experience with digital call center software.
• Knowledge of medical and scientific terminology, especially HIV/AIDS and sexual and reproductive health terminology.
• Interest in public health/social sciences.
• Willingness to learn Salesforce CRM.
• Minimum of one year of experience working in an academic or healthcare setting.
• Minimum of one year of experience working in customer service.