Call Center Operator (Full-Time & Part Time)

Company: cFocus Software Incorporated
Location: Bethesda
Posted on: January 25, 2023

Job Description:

cFocus Software is seeking multiple Call Center Operators -in Bethesda, MD: -Job SummarycFcous 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. -Shifts are Monday - Friday from 8am - 4:45pm and 3pm - 11pmResponsibilities 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 SkillsRequired:
  • 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 metricsPreferred: - - -
    • 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: Clients -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. - -Benefits and Perks
      • Full Health Benefits: Medical, Dental, Vision
      • 401(k) with 4% Employer match
      • Paid Time off, Long term and Short term Disability insuranceCOVID Friendly InterviewsIn response to COVID-19: Please note we are actively hiring during this time. We are able to offer a virtual interview process to ensure potential candidates will remain safe.Powered by JazzHR

Keywords: cFocus Software Incorporated, Bethesda , Call Center Operator (Full-Time & Part Time), Other , Bethesda, Maryland