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Health Communication Specialist

Consulting firm in Gaithersburg, MD seeks a Health Communication Specialist to be based on-site our client facility located in Rockville, MD.

The Health Communication Specialist is responsible for responding to inquiries from members of the public, health professionals, and researchers through email, standard mail, telephone, fax, and social media channels. This role will include using appropriate health information and National Institutes of Health (NIH) and National Institute of Allergy and Infectious Diseases (NIAID) research resources to develop accurate responses to public inquiries and provide referrals to approved health resources and/or other offices and government agencies. The position of Health Communication Specialist involves quick-turnaround knowledge acquisition about the NIH, including NIAID, biomedical research program; leadership opportunities; and direct client interactions.

RESPONSIBLITIES
·        Perform duties onsite at the client’s office.
·        Respond to written (email, standard mail, fax, and social media) and telephone inquiries from members of the public, including health professionals, researchers, patients and family members, and students in a timely, accurate, and articulate manner. 
·        Use appropriate health and NIH, including NIAID, research information resources to accurately respond to inquiries on health topics, the NIH, including NIAID, research portfolio and related activities, and areas of research related to infectious, immunologic and allergic diseases. 
·        Develop appropriate and accurate written and oral responses to communicate scientific and health information to the public.
·        Stay abreast of NIAID, NIH, and other HHS news releases, research topics, and health information relevant to the Institute.
·        Learn, test, use, and manage the customer relationship management system and call center phone system; train staff on those systems.
·        Review written responses of other Information/Communication Specialists.
·        Prepare weekly, monthly, and other reports for SCG and the Institute.
·        Collaborate with Institute staff, including but not limited to, public inquiries and media staff, IT staff, and subject matter experts; participate in team meetings.
·        Collaborate with SCG team members; participate in regularly scheduled meetings.
·        Help develop and/or update inquiry response training materials and policy and procedures manuals.
·        Identify staff training needs; help to develop and implement training and mentoring programs to address those needs.
·        Identify potential areas to improve inquiry response processes as needed.
 
EDUCATION
  • A 4-year college degree in a relevant field of study, such as health sciences, public health, or health communications, is preferred.

QUALIFICATIONS
·        Two to four (2-4) years or more experience in:
o  Responding to inquiries from the public on research topics related to health conditions and diseases
o  A thorough knowledge of Government health information resources; familiarity with PubMed, clinicaltrials.gov and other health resources. 
·        Demonstrated ability to perform complex searches for health information on the Internet and assess the relevance of the results.
·        Experience in a call center or public inquiry team preferred.
·        Knowledge of allergy, infectious, and immunologic diseases a plus.
·        Ability to use Web- and application-based software, such as Microsoft Dynamics CRM, to log and track emails, telephone calls, and letters.
·        Ability to use call center telephone systems, such as Clarity Connect.
·        Excellent verbal and written communication skills.
·        Experience in providing quality customer service.
·        Experience working in collaborative team environments.
·        Ability to work independently and with a team to complete tasks.
·        Problem solving skills.
·        Strong attention to detail and organizational skills.
·        Bilingual in English/Spanish a plus.
 
Interested candidates should submit resume and cover letter stating salary requirements.

SCG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.