Call Center Operator (Full-Time & Part Time)

cFocus Software is seeking multiple Call Center Operatorsin 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 yearand is staffed with a dedicated group of individuals providingvoice and data communications TTY related servicesandbi-lingual services. Wearecurrently seeking candidates for various shifts weekdays and position will be based at our clients office in Bethesda MD.

CallCenter employees are classified asessential personnel by the Department of Health and Human Services (DHHS)thereforecustomer 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.

Shifts are Monday - Friday from 8am - 4:45pm and 3pm - 11pm

Responsibilities and Duties

The NIH Call Center acts as a clearinghouse forall institutes of the NIH research community NIH personnel patients global health organizations and healthcare practitioners.

The NIH Call Center receivesand facilitates over 300000 calls per year as well as other voice and data communications within these categories of service:general informationcriticalmedicalemergencies paging services physician/clinical staffschedulingcommunicating with NIH fire and rescue domestic and international connectivity social work support voicemail transcriptions andaudioteleconferencing.

Key responsibilities include:

• Provide internal or external customer service and relationship management viatelephone serving as the first line of support and hospital staff support.
• Respond to incoming inquiriesby 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 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 proceduresservicesand systemstoensure the appropriate level of customer service is delivered.
• Maintain confidentiality in line with cFocus Software Inc. State and Federal policies and regulations.
• RepresentcFocusSoftware Inc. the National Institutes of Health and the Federal Government in a positive and professional manneralways.
• 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 performedtoresolve 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 diplomaor GED
• Minimum2years 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 verbalcommunications
• Ability toaccuratelyand efficientlyprocess information and tasks
• Ability toperform in a fast-paced deadline-oriented work environment
• Ability towork under standards-based performance metrics

Preferred:

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

Contingencies: Clientsacceptanceof 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.

Benefits and Perks

• Full Health Benefits: Medical Dental Vision
• 401(k) with 4% Employer match
• Paid Time off Long term and Short term Disability insurance

COVID Friendly Interviews