cFocus Software Inc. is seeking multiple Call Center Operators to support the National Institutes of Health (NIH) Call Center Services (CCS) program, part of the NIH Center for Information Technology (CIT).

The NIH Call Center serves as a critical communications hub for the NIH and operates 24 hours a day, 7 days a week, 365 days a year. The center is staffed by a dedicated team that provides voice and data communications, TTY services, paging services, and bilingual support.

We are currently seeking candidates for various weekday and weekend shifts. This position will be onsite 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, employees must maintain a reliable contingency plan to report to the Bethesda office during all scheduled shifts, including during weather emergencies such as blizzards, hurricanes, road closures, or public transit disruptions.

Current shifts:

• Monday – Friday: 8:00 AM – 4:45 PM

• Monday – Friday: 3:00 PM – 11:00 PM

Responsibilities and Duties

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

The call center receives and facilitates more than 300,000 calls annually, along with additional voice and data communications across several service areas, including:

• General information services

• Critical medical emergency communications

• Paging services

• Physician and clinical staff scheduling

• Communication with NIH Fire and Rescue

• Domestic and international connectivity

• Social work support

• Voicemail transcription

• Audio teleconferencing

Key Responsibilities

• Provide internal and external customer service via telephone, serving as the first line of support for NIH staff, patients, and external stakeholders.

• Respond to incoming inquiries by telephone and email, assist callers with problem resolution, and initiate follow-up communications when required.

• Accurately document call activity and inquiries in the appropriate systems.

• Ensure “no-fail” calls, including medical emergencies such as Code Blue, STAT, OR Team, and Rapid Response, are handled promptly and according to established procedures.

• Facilitate communication with NIH Fire and Rescue to support the needs of the NIH community and surrounding areas.

• Provide paging services for a wide range of announcements, from critical care alerts to daily notifications.

• Maintain a comprehensive understanding of call center policies, procedures, services, and systems to deliver high-quality customer service.

• Maintain strict confidentiality in accordance 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 professional and positive manner at all times.

• Escalate calls to supervisors or technical support staff as defined by internal procedures.

• Communicate clearly with users to ensure they understand the steps necessary to resolve their concerns or issues.

• Maintain a positive and collaborative attitude in a fast-paced environment that requires teamwork, cross-training, efficiency, and continuous improvement.

• Participate actively in team meetings, training sessions, and program events.

Qualifications and Skills

Required

• High school diploma or an associate degree

• Approximately two (2) years of call center experience preferred

• Proficiency with Microsoft Office and similar applications

• Experience using the Internet and multiple web browsers

• Excellent written and verbal communication skills

• Ability to accurately and efficiently process information and tasks

• Ability to perform effectively in a fast-paced, deadline-driven environment

• Ability to work under standards-based performance metrics

Preferred

• Telephony experience is a plus

• Experience working in a “no-fail” call center environment

• Experience in a healthcare or medical service environment

• Bilingual language skills

Contingencies

Employment is contingent upon client acceptance and successful completion of a background investigation, which may include:

• Criminal and/or credit checks

• Drug screening

• Employment and education verification

• Reference checks

Candidates must also successfully complete required onsite training.

Benefits and Perks

• Comprehensive Medical, Dental, and Vision Insurance

• 401(k) with 4% employer match

• Paid Time Off (PTO)

• Short-Term and Long-Term Disability Insurance