Call Center Operator (Full-Time & Part Time)

cFocus Software is seeking multiple Call Center Operators in Bethesda, MD:

 Job Summary

cFcous Software Inc. is seeking Customer Service Agents to support the National Institutes of Health (NIH) Call Center Services (CCS) program, a part of NIH Center for Information Technology (CIT). The NIH Call Center performs a vital role for NIH as its communication center, open 24x7, 365 days a year and is staffed with a dedicated group of individuals providing voice and data communications, TTY related services and bi-lingual services. We are currently seeking candidates for various shifts weekdays and weekends. The position will be based at our client's office in Bethesda, MD.  

Call Center employees are classified as ‘essential personnel’ by the Department of Health and Human Services (DHHS) therefore, customer service agents must have a contingency plan in place to ensure they are able to get to the Bethesda office location during all scheduled working shifts. This includes weather emergencies such as blizzards, hurricanes, road closures or the closing of public transit. 

Responsibilities and Duties
 
The NIH Call Center acts as a clearinghouse for all institutes of the NIH research community, NIH personnel, patients, global health organizations and healthcare practitioners.   

The NIH Call Center receives and facilitates over 300,000 calls per year, as well as other voice and data communications, within these categories of service: general information, critical medical emergencies, paging services, physician/clinical staff scheduling, communicating with NIH fire and rescue, domestic and international connectivity, social work support, voicemail transcriptions and audio teleconferencing.  

Key responsibilities include:  

• Provide internal or external customer service and relationship management via telephone, serving as the first line of support and hospital staff support.   
• Respond to incoming inquiries by telephone and e-mail. Assist callers with problem resolution and initiate follow-up calls as directed.  
• Accurately document all inquiry activities in the appropriate system.  
• Ensure that “no fail” calls are handled in an expedient and appropriate manner, following all operating procedures, including medical emergencies i.e., Code Blue, STAT, OR Team and Rapid Responses.  
• Communicating with Fire and Rescue: Facilitating the needs of the NIH Community and surrounding area.  
• Paging Services: Including a wide array of announcements ranging from critical care to daily notifications.  
• Maintains a comprehensive working knowledge of policies, procedures, services and systems to ensure the appropriate level of customer service is delivered.  
• Maintain confidentiality in line with cFocus Software Inc., State and Federal policies and regulations.  
• Represent cFocus Software Inc., the National Institutes of Health and the Federal Government in a positive and professional manner always.   
• Elevates calls to the Supervisor/Technical Support staff, as defined in internal procedures.  
• Communicates with the users clearly and precisely to ensure their understanding of the steps necessary to be performed to resolve the concern, issue, or problem. 
• Maintains a positive and enthusiastic attitude in an environment that requires teamwork, efficiency, cross-training, and continuous improvements. 
• Actively participate in all team meetings, trainings, events. 

Qualifications and Skills

Required:

• High school diploma or GED  
• Minimum 2 years customer service experience, or equivalent 
• Proficient in MS Office and similar applications
• Experience with the Internet and various web browsers  
• Excellent customer service skills in both written and verbal communications  
• Ability to accurately and efficiently process information and tasks 
• Ability to perform in a fast-paced, deadline-oriented work environment 
• Ability to work under standards-based performance metrics

Preferred:   

• Associates degree or higher  
• Experience working in a no-fail call center environment 
• Experience in a healthcare service environment   
• Call Center Management experience is a plus   
• Bilingual experience is a plus 

Contingencies:  Client’s acceptance of satisfactory background investigation results, which may include criminal/credit check(s), drug screen, employment/degree verification(s) and reference checks. Successful completion of on-site training.

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