- 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.
- 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
- 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
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Network Operations Center
2 weeks ago
Bay State Silver Spring, United StatesThe mission of this group is to provide 24x7x365 operational and administrative support for the client and to manage all incoming and outgoing support requests related to the network and business infrastructure while working with internal and external customers and teams to drive ...
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Security Operations Center
2 weeks ago
Big Impact Tech Washington, United StatesSOC Analyst Job Description: · Location: Onsite in Washington DC · Clearance level: Public Trust · Join our team at Big Impact Tech as a Tier 1 SOC Analyst. This role involves rotational shift work as part of our 24/7/365 Security Operations Center. As a SOC Analyst, you will mon ...
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Security Operations Center
2 weeks ago
Computer World Services Washington, United StatesKey Tasks and Responsibilities · - Provide 24x7 SOC support, participating in daily DHS SOC status calls and monthly DHS SOC working group meetings. · - Utilize CUSTOMER enterprise security information and event management (SIEM) and other monitoring tools for security monitoring ...
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Security Operations Center
1 week ago
Computer World Services Washington, United StatesKey Tasks and Responsibilities · - Provide 24x7 SOC support, participating in daily DHS SOC status calls and monthly DHS SOC working group meetings. · - Utilize CUSTOMER enterprise security information and event management (SIEM) and other monitoring tools for security monitoring ...
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Contact Center Operator
2 weeks ago
CACI Washington, United StatesContact Center Operator (SCA) · Job Category: Service Contract Act · Time Type: Full time · Minimum Clearance Required to Start: None · Employee Type: Regular · Percentage of Travel Required: None · Type of Travel: None · - * · **What You'll Get to Do**: · Under general supervisi ...
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Operation Center Associate
3 weeks ago
Kastle Systems Falls Church, United StatesOverview: · **Join the leader in providing smarter solutions for a safer world.** · The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing ...
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Command Center Operator
4 days ago
Constellis Washington, United States*** · This position has a training requirement. You will be required to attend and successfully complete on the job training. You may be required to successfully complete additional training as a condition of continued employment. Failure to successfully complete the required cou ...
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Operations Center Watch Officer
3 weeks ago
C2C LLC Washington, United StatesIMMEDIATE FILL · Basic Qualifications: · - Bachelor's degree · - Eight (8) years of military experience · - Five (5) years of experience in operations centers, command center, or communications center operations · - Direct knowledge of and experience with Navy Installation Emerge ...
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Operations Center Watch Officer
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C2C LLC Washington, United StatesIMMEDIATE FILL · Basic Qualifications: · - Bachelor's degree · - Eight (8) years of military experience · - Five (5) years of experience in operations centers, command center, or communications center operations · - Direct knowledge of, and experience with Navy Installation Emerg ...
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Operation Center Associate
1 week ago
Kastle Systems Falls Church, United States Full timeOverview: · **Join the leader in providing smarter solutions for a safer world.** · The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing ...
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Center Operations Manager
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Ally Behavior Centers Tysons, United StatesWe are hiring Center Operations Managers for our clinics in Maryland and Virginia · Ally Behavior is a dynamic, energetic, and rewarding place to work that offers superior growth and leadership opportunities in a supportive, engaging environment. We are a full-time, center-based, ...
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Deputy Center Director for Operations
1 week ago
US Centers for Medicare & Medicaid Services Washington, United States**Duties**: · - Provides executive leadership and direction in the development and implementation of the Agency's healthcare and long-term care quality programs, and provides strategic direction for the Agency, the states, and quality improvement partners. · - Provides executive ...
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Employee Operations Control Center
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Titan Industries Washington, United StatesEmployee Operations Control (m/f/d) Full-time | Location: Berlin Brandenburg Airport RESPONSIBILITIES: * Management of apron and passenger employees and ground service equipment * Review of employee scheduling for following days and communication of any necessary adjustments to s ...
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Senior Operations Contact Center Engineer
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Fisher Investments Arlington, United States Full timeIt's an exciting time to join Fisher Investments; we're investing in the future of our firm's technology and information security. Our business is growing internationally, which emphasizes the need to build an unparalleled team that promotes future global growth through strategic ...
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Network Operations Center
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Leidos Reston, United States**Description** · Primary Responsibilities · - Manage and oversee the daily operations of the Network Operations Center (NOC) & Help Desk. · - Identify opportunities for process improvement and implement best practices. · - Manage the scheduling of NOC employees, ensuring 24/7 co ...
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Deputy Technical Operations Center Lead
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CACI Arlington, United StatesDeputy Technical Operations Center Lead · Job Category: Project and Program Management · Time Type: Full time · Minimum Clearance Required to Start: None · Employee Type: Regular · Percentage of Travel Required: None · Type of Travel: None · - * · CACI is seeking a Deputy Operati ...
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Security Operations Center
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Sekon Reston, United StatesThis position is based in Fairfax, VA, with some flexibility for remote work. · With over 25 years of experience, **SeK**ON** specializes in providing large-scale health IT programs in support of federal government customers including the CDC, CMS, DHA, and NIH. Our vision is _"T ...
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Operations Coordinator- Dc City Center
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Tiffany & Co. Washington, United States**Overview**: · At Tiffany, our employees honor every special moment in our customer's lives and every unique gift that commemorates their milestones. This differentiating factor, known as the Tiffany Experience ( _Creating Connections, Providing Personalized Experiences and Hono ...
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Center Operations Specialist
1 week ago
USO Bethesda, United StatesWhy join our team? · With a mission that spans the globe, the USO provides a rewarding and fulfilling work environment. Our team is exceptional, and we offer generous paid time off, including volunteer days and military leave. We have a remarkable 401k match, comprehensive benefi ...
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Center Operations Specialist
2 weeks ago
USO Bethesda, United StatesWhy join our team? · With a mission that spans the globe, the USO provides a rewarding and fulfilling work environment. Our team is exceptional, and we offer generous paid time off, including volunteer days and military leave. We have a remarkable 401k match, comprehensive benef ...
Call Center Operator - Bethesda, United States - cFocus Software Incorporated
Description
Job Description
Job DescriptioncFocus 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:
Qualifications and Skills
Required:
Preferred:
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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Call Center Operator professionals in Bethesda
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Gwendolyn Yetter
Political Science and Economics B.A. Student