Call Center Operator - All Shifts

AFCO provides a wide range of quality professional and administrative services. Founded in 2006, we are a leading source of staffing services and business solutions to the Federal Government. Our service solutions improve a federal agency's performance and help meet mission goals.
We are looking for motivated professional Call Center Representatives to support a Federal Agency. Quality Personnel will be utilizing government records systems to assist the department and base in its mission. If you meet these specific requirements outlined below, we invite you to apply!


The Operator Services section within the NIH Call Center Services performs a vital role for the NIH as its voice communication center. The call center is open 24 x 7, 365 days a year and is staffed with a dedicated group of individuals providing voice and data communications, TTY related services, bi-lingual services and acts as a clearinghouse for all institutes of the NIH research community, NIH personnel, its patients, national and international health organizations and healthcare practitioners. Call Center Services employees are classified as “essential personnel” by the Department of Health and Human Services.

Follows NIH and Team AFCO-cFocus policies and procedures
Internal or external customer service and relationship management, serving as the first line of support, hospital staff support, and help desk
Serves customers by taking telephone, fax, and email; and providing information
Ensures the appropriate level of customer service is delivered
Ensure that correct information is shared with all callers and outstanding customer service is delivered by phone and in writing
Responsible for professionally and enthusiastically answering incoming calls and electronic requests from patients, family members, and other external parties to register new patients, schedule healthcare appointments, answer questions, handle complaints, troubleshoot problems, and provide information
Support Signal Paging
Support Emergency Paging
Support NIH General Information Inquiry Calls
Support Overhead Paging
Support Language Interpreter Services (CYRACOM)
Support On-Call Schedule Management
Provide Daily Status reports

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