Job Title

Helpline Specialist     

Pay Grade/Class

Grade 5: Range starting from $66,000.00

Department

Customer Service Center

FLSA Status

Full Time | Exempt 

Supervisor (title)

Director, Helpline 

POSITION SUMMARY (Basic purpose or primary function of job)

For many of the 54 million Americans and their loved ones the diagnosis of arthritis is a life shattering health crisis. Moreover, managing the constant, chronic pain and fatigue of arthritis, while one is trying to navigate a fragmented, depersonalized healthcare system is overwhelming. Cultural and financial barriers provide additional obstacles to health and healthcare. 

The ideal candidate will serve to address and overcome the emotional, social, economic and cultural issues of people with arthritis. This position provides information and referral service over the phone and through email communication.  The position will document all interactions with consumers. Additionally, position will help identify trends and help support the creation of new resources based on needs of consumers.

JOB RESPONSIBILITIES (Principal responsibilities or job duties)

1. Work as a member of the AF Service Center supporting external/internal constituent questions and concerns.

2. Provide personalized assistance via one-on-one phone and email support to people with arthritis and caregivers. Support must be emotionally supportive and culturally sensitive. 

3. Provide techniques to identify and overcome health care, payer and institutional and bureaucratic barriers.

4. Provide health care coverage referral opportunities, including Medicare, Medicaid and State exchanges.

5. Provide assistance identifying medical and prescription assistance program opportunities.

6. Provide motivational strategies aimed at improving quality of care and life.

7. Promote efficacy for individuals and caregivers by identifying resources and tools for self-care.

8. Serve as a supportive, caring sounding board.

9. Develop and perform a follow-up, closed-loop process to resolve constituent cases to full conclusion. 

10. Develop and support outbound constituent campaigns.

11. Document client interaction on tracking sheet; enter name/contact information into CRM.

12. Provide expert judgement to analyze interactions to identify trends and needed resources.

13. Tasks as assigned. 

 

REQUIRED EXPERIENCE & EDUCATION

1. BA/BS degree required; Master’s degree preferred
2. 2-5 years of experience working with individuals with chronic health conditions
3. 2-5 years call center/customer service experience. 
4. Knowledge of arthritis and musculoskeletal issues, including juvenile arthritis
5. Telephone/email-based service experience
6. Knowledge and experience working with community, state and federal resources.
7. Exceptional organizational skills and the ability to prioritize multiple client needs
8. Excellent verbal and written skills
9. Superior crisis intervention skills
10. Tactful, diplomatic, and assertive
11. Self-starter, ability to work independently on complex projects
12. Superior interpersonal skills, including ability to listen, observe and interact well with diverse individuals and groups
13. Experience documenting consumer interactions and entering case notes in a central database

ESSENTIAL JOB FUNCTIONS AND TIME ALLOCATIONS

Phone and email response to consumer questions

80%

Documenting interactions in CRM

10%

Collaborating with Helpline Team to determine consumer trends and recommended resources

10%

Total

100%