Research Assistant/Content and Information Specialist (Remote)

Research Assistant / Content & Information Specialist

We’re looking for a multi-faceted Content & Information Specialist to join our team at ICF.  This position will support our National Center for Advancing Translational Sciences (NCATS)/ Division of Rare Disease Research and Research Innovation (DRDRI) client. DRDRI coordinates and supports rare diseases research, responds to research opportunities for rare diseases, and provides information on rare diseases. DRDRI supports the Genetic and Rare Disease Information Center (GARD) website and contact center to provide information about rare and genetic diseases to patients, their families and caregivers, and medical professionals.

The Content & Information Specialist will play an integral role in day-to-day operations of the GARD contact center and as needed, support research, content curation and development for the content team. They will be responsible for collaborating with external audiences and internal teams to complete their day-to-day tasks.

As an Information Specialist, you will be responsible for answering phone calls and responding to written inquiries received by the GARD Contact Center. These inquiries, received in English and Spanish, receive customized responses based on the needs of each patient. You may also offer guidance as patients navigate their healthcare journey and utilize advanced writing and communication skills to address needs. Additionally, you will need to identify when a complex case requires a more experienced information specialist on the team.

The ideal candidate is a task-oriented problem solver who is self-motivated and able to multi-task while adhering to strict deadlines in a fast-paced environment. You will be joining a smart, collaborative, and highly productive team!

This is a remote position. Typical working schedule is 10am-6pm EST. Must have a quiet, private working environment to accept phone inquiries between 12pm-6pm EST.

As a Research Assistant/Content & Information Specialist you will:

• Answer phone calls and written inquiries

• Provide support, education, information, referrals and follow-up to patients, families, and professionals seeking assistance

• Effectively manage queue of call and email communications

• Document patient/customer interactions and respond to all requests within 5 business days

• Attend trainings to increase relevant knowledge and skills

• Maintain open communication and effective collaboration with team members and supervisors to enable continuous performance improvement.

• Conduct project-specific and ongoing research in identified areas, and documenting findings.

• Synthesize information to develop reports and other materials to respond to requests for specific information or research questions

• Update outdated links in published content.

• Present research findings to project teams to inform product or event development or strategic planning.

• Utilize various online platforms and databases to search for information, including internal knowledge management platforms, public online databases, and subscription databases.

• Develop an expertise and efficiency in our CRM

• Provide guidance and assistance to content creators for assignment related questions

• Work on several diverse assignments at once, under pressure and with tight timelines

• Partner with the broader team to identify and implement process improvements

As a Research Analyst/Content & Information Specialist, you will have:
 

Basic Qualifications:

• Bachelor’s degree in a biomedical science, social work, or related field

• 2+ years’ experience in a customer service setting, preferably in a healthcare, advocacy, or patient facing environment

• 1+ year of experience using SalesForce (or other customer service software)

• 1+ year of experience with general computer skills with a proficiency in Microsoft Word, Excel, PowerPoint, and Outlook

• 1+ year of experience with online tools for team communication (Slack, WebEx, Zoom, Teams)

Preferred Qualifications:

• Bilingual preferred

• Familiarity with rare disease resources, knowledge of how to access them, and ability to conduct literature reviews

• Familiarity with genetic diseases and/or rare diseases and diagnostic journey

• Training in health literacy, plain language, and culture and communication 

Professional Skills:

• Excellent communication, writing, interpersonal, and listening skills

• A frie