CATI Interviewer, Veterans Health Studies

This is a fully remote position, open to applicants in Florida.

📋 Description

• Conduct structured CATI interviews with U.S. military Veterans utilizing government-approved questionnaires and scripts.

• Administer baseline interviews subsequent to Veteran clinical appointments or enrollment in service dog training.

• Schedule and perform follow-up interviews within established study timelines.

• Accurately document responses, dispositions, callback requests, and interview outcomes in the CATI system.

• Manage Veteran interactions and callbacks to enhance participation and retention rates.

• Establish rapport while upholding a professional, neutral, and Veteran-focused interviewing approach.

• Clearly explain the study's purpose, voluntary participation, confidentiality protections, and participant rights.

• Monitor responses for signs of distress, suicidal ideation, self-harm concerns, or emotional crises.

• Adhere to Veterans Crisis Line and project-specific escalation procedures, including warm transfers to 988, Press 1.

• Inform supervisory staff and designated clinical personnel regarding safety-related incidents.

• Document crisis escalations and any participant safety concerns.

• Engage in post-incident reviews and debriefings.

• Follow CATI interviewing standards, quality assurance protocols, survey protocols, and disposition coding requirements.

• Safeguard PII and PHI while complying with HIPAA, human subjects protections, information security policies, and VA privacy standards.

• Participate in quality monitoring, coaching, and retraining initiatives.

⛳️ Requirements

• High school diploma or equivalent is required.

• Minimum of one year of experience in CATI survey interviewing, survey research, healthcare call centers, telephone behavioral health services, telephone crisis support, or telephone customer service.

• Experience in conducting telephone interviews on sensitive or personal topics.

• Familiarity with adhering to standardized scripts and research protocols.

• Strong verbal communication and active listening abilities.

• Capability to build rapport while maintaining objectivity.

• Excellent attention to detail and accuracy in data entry.

• Proficient in managing emotionally challenging conversations in a professional manner.

• Strong organizational and follow-up competencies.

• Ability to work independently in a remote or call-center setting.

• Basic computer skills and the ability to learn CATI software systems.

• Must reside in the greater Tampa Bay Florida area.

• Must have a dedicated, private, and quiet workspace suitable for handling confidential Veteran health information and research data.

• Reliable high-speed internet is required to support CATI operations, web applications, and voice communications.

• The candidate is responsible for home internet expenses and should have a backup plan for temporary outages.

• Must be available to work 6-hour shifts at least 3 days per week, Monday to Saturday, between 10 AM and 9 PM.

• Must be available for real-time monitoring and coaching during active interviewer shifts.

• U.S. citizenship is required due to federal contract stipulations; citizenship will be verified via I-9/E-Verify.

🏝️ Benefits

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Life insurance.

• Disability insurance.

• Employer matching 401(k) retirement plan.

• Paid Time Off.

• Parental Leave.

• Bereavement Leave.

• Professional Development.