• Information Services Team Lead

    Job Locations US-MD-Rockville
    Job ID
    2018-1128
    Category
    Program Research & Evaluation
    Department
    Program Research & Evaluation - Contact Center (PEP)
    Job Status
    Active
    Type
    Regular Full-Time
  • Role Summary

    The Information Services Team Lead supervises information specialists in daily activities in their respective components, assists with the development of work plans, and meets frequently with managers and other staff to review work performed and anticipated activities.  They are responsible for maintaining internal communications to keep the task lead and supervisors up to date on project activities, deliverables, challenges, and potential innovations.  The task leaders provide input for the development of project reports and identify staff training and development needs.

    What Will You Be Engaged In Day-To-Day?

    • Ensuring appropriate staffing, hiring, and training of all inquiry-response staff including creating schedules and deadlines.
    • Supervising inquiry-response staff who respond to requests for health information received via telephone, email, mail, and fax.
    • Managing the email inquiry-response inbox.
    • Directing research of responses to custom inquiries by searching Federal health agencies and other internet resources and accessing an inquiry-response database.
    • Managing the update process for existing wording and drafting new standard wording for inquiries; managing the update process for the resource directory and inquiry-response database.
    • Tracking and analyzing requester inquiries from receipt and login through order fulfillment and maintaining a web-based inquiry-tracking and inventory management system to support inquiry- response activities and the receipt, storage, and distribution of publications.  Making recommendations for improving or changing services based on data analysis.
    • Exercising independent judgment, decision-making, and initiative and providing operational input for hiring, development, disciplinary and termination decisions. 
    • Ensuring consistent progress monitoring of staff and recommending corrective actions to management as necessary.
    • Assisting in preparing weekly, monthly, and annual reports and the annual update of the Policies and Procedures Manual.
    • Assisting supervisors with additional tasks as needed.
    • Performing other duties as assigned.

    What Qualifications Will Help You Succeed?

    • A B.S. or B.A. degree in a science or health-related discipline, or the equivalent education or experience, plus a minimum of 4 years of directly relevant experience.
    • Proficiency with Internet health resources is desired but not required for this position. 
    • Strong customer-service and client-management skills leading to high client satisfaction are necessary. 
    • The incumbent must have the ability to ask effective questions and adapt quickly to change, as well as the ability to multitask, prioritize, and delegate projects. 
    • Exceptional oral and written communication skills are needed. 
    • Expertise with programs such as Microsoft Office applications and the capability of acquiring 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.

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