Managing incoming telephone calls, assessing caller’s needs, and verifying information.
Drafting custom responses to written and email inquiries from the public, including controlled correspondence from members of Congress, and submitting to a senior staff person for review.
Cross-training across other NIH contracts to provide inquiry response support during periods of high volume.
Conducting research and data gathering, including manual and online literature searches using the World Wide Web and databases such as PubMed, MedlinePlus, ClinicalTrials.gov, and NIH RePORTER, and scanning health professional and programmatic literature to identify information that will be useful in responding to inquiries.
Researching and identifying new referral sources for the resource directories, ensuring that the organization meets the inclusion criteria.
Preparing original drafts of frequently asked questions written in plain language.
Participating as a member of the team in developing materials and publications that are used in responding to public health and medical inquiries, including information packages, resource lists, factsheets, and annotated bibliographies.
Reviewing health-related professional, scientific, and medical journals to draft knowledge base articles and developing new standard language.
Preparing monthly continuing education presentations on topics in the news related to new treatment options, rare diseases, and new resources for health information.
Providing onsite support at professional meetings attended by physicians, nurses, and medical professionals, representing NIH Institutes.
Performing other duties as assigned.