Job Abstract

What will you be engaged in day-to-day?

• Training and supervising the inquiry response staff in the dissemination and interpretation of complex health and medical-related information regarding the causes, prevention, detection, diagnosis, and treatment of specific diseases and disorders under the NIH Institute’s purview.
• Training staff in conducting research for complex custom responses using the World Wide Web and databases such as PubMed, MedlinePlus, ClinicalTrials.gov, and NIH RePORTER.
• Developing training plans for information specialists drawing from content knowledge and/or professional experience. Conducting training and serving as a subject matter expert for the team.
• Managing the development of the knowledge base, working with the IT team to develop the information architecture of the knowledge base and then developing standard operating procedures for populating the knowledge base.
• Performing quality control functions such as silent monitoring of telephone calls, reviewing all custom responses to public inquiries, and reviewing the inquiry-tracking database for accuracy in data entry.
• Tracking and analyzing requestor inquiries.
• Maintaining a Web-based inquiry-tracking to support inquiry response activities.
• Recommending improvements based on data analysis.
• Managing inventory items from receipt and storage of publications, other inventory items, and archived materials.
• Working directly with NIH Institute staff on exhibit logistics, arranging for exhibit delivery to conferences, and examining exhibits for missing or damaged parts upon their return to our facility.
• Providing onsite support at professional meetings attended by physicians, nurses, and medical professionals, representing NIH Institutes.
• Assisting in preparing weekly, monthly, and annual reports and annual updates of the Policies and Procedures Manual.
• Developing materials and publications that are used in responding to public health and medical inquiries including information packages, resource lists, fact sheets, and annotated bibliographies.
• Providing operational input for hiring, development, disciplinary, and termination decisions. Ensuring consistent monitoring of staff and recommending corrective actions to management as necessary.
• Assisting information services manager and/or project manager with additional tasks as needed.
• Performing other duties as assigned.

What qualifications will help you succeed?

• M.S./M.A./MPH degree in a Genetics Counseling, Human Genetics, or other health-related discipline, plus a minimum of 4 years of applicable experience.
• Experience with NIH information clearinghouses and centers is a plus.
• Knowledge of PubMed, RePORTER, and other NIH information databases, as well as proficiency with Internet health resources is preferred.
• Experience working in a fast-paced call/contact center environment.
• Strong customer service and supervisory skills leading to high client satisfaction are needed.
• The incumbent must have the ability to ask effective questions and adapt quickly to change as well as be able to multitask, prioritize, and delegate projects.
• Exceptional oral and written communication skills are needed.
• The position also requires expertise with programs such as Microsoft Office applications and the capacity to acquire functional proficiency in other tools.

Management retains the discretion to add to or change the duties of the position at any time.

IQ Solutions is an Equal Opportunity Employer and an Affirmative Action Employer (M/F/Disabled/Veteran). IQ Solutions prohibits employment discrimination based on race, color, religion, creed, age, sex, sexual orientation, gender identity/expression, national origin or ancestry, marital status, status as a military veteran (including recently separated and other protected veterans), or status as a qualified handicapped or disabled individual, or as Vietnam-Era Veteran, in accordance with applicable law. For more information about our commitment to equal employment opportunity, please click here.