Consulting firm in Gaithersburg, MD seeks a Public Inquiry Response Specialist to be based on-site our client facility located in Rockville, MD.
The Public Inquiry Response Specialist is responsible for responding to inquiries from members of the public, health professionals, and researchers through email, standard mail, telephone, and fax. 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/Public Inquiry Response Specialist involves quick-turnaround knowledge acquisition about the NIH, including NIAID and its biomedical research program, as well as direct interactions with the public and client.
- Respond quickly to written (email, standard mail, fax) and telephone inquiries from members of the public, including health professionals, scientists, researchers, patients and family members, and students in a timely, accurate, and articulate manner.
- Use appropriate NIH/NIAID research and other scientific and health information resources to analyze and accurately respond to inquiries on health topics relevant to the NIH, including NIAID, it’s research portfolio and related activities.
- Develop appropriate, analytic, 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 findings, and health information relevant to the Institute and other HHS entities.
- Work independently, collaboratively, and effectively to produce high-quality responses to inquiries to NIAID that are up-to-date and responsive to the question.
- Learn, test, use, and manage the customer relationship management system (CRM) and call center phone system.
- 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 and propose solutions/troubleshoot in team meetings.
- Collaborate with SCG team members and participate in regularly scheduled meetings.
- Identify staff training needs; help to develop and implement training and mentoring programs to address those needs.
- Help develop and/or update inquiry response training materials and policy and procedures manuals.
- Identify potential areas to improve inquiry response processes as needed.
- Master’s degree or demonstrated experience in health science, public health, health communications, or health policy fields.
- Familiarity with health topics and research related to infectious diseases, immunologic, and/or allergic diseases preferred.
- Familiarity with NIH and NIAID’s research portfolio a plus.
- Excellent written and oral communication skills.
- Excellent analytical, problem-solving, and organizational skills.
- Ability to perform complex searches for health information on the Internet, assess the relevance of the results, and translate relevant findings to the public.
- Knowledge of Government health information resources; familiarity with PubMed, clinicaltrials.gov, and other health resources preferred.
- Experience in responding to inquiries from members of the public and other entities by telephone and through written/email communication preferred.
- Ability to work in software systems, such as Microsoft CRM, and call center telephone systems, such as Clarity Connect.
- Familiarity with the Congressional inquiry response and/or controlled correspondence process a plus.
- Ability to work independently and with a team to complete tasks.
Interested candidates should submit resume and cover letter.
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.
About Scientific Consulting Group, Inc.
SCG is a small, woman-owned company established in 1991 that specializes in communicating scientific information to improve the quality of our lives and the environment in which we live. We adhere to seemingly simple principles—we listen to our clients’ needs, develop creative approaches to meet those needs, and implement our strategies cost effectively with unsurpassed passion and dedication to excellence.