This Specialist, Research is primarily responsible for providing project support for the development and maintenance of the clinical trial awareness tool database, as well as providing general information and education about Alzheimer's disease, dementia research, and the Association to internal and external stakeholders. The specialist is further responsible for all day-to-day activities related to Helpline calls from constituents seeking information about clinical studies, research, and the Alzheimer’s Association clinical trials awareness tool. The position provides additional support for Association-led research initiatives as applicable.
This Specialist, Research must provide high quality customer service to individuals living with dementia, their caregivers, and healthy volunteers as they search for clinical studies. Under supervision of the Assoc. Director, Research Volunteer Programs, the specialist will also monitor and evaluate call center metrics, and make recommendations for process improvements when necessary. Other duties may be assigned as applicable.
Essential functions and responsibilities include, but are not limited to:
- Enter, maintain, update, and generate reporting for databases associated with the Alzheimer’s Association clinical trial awareness service
- Provide phone and email assistance to constituents seeking Alzheimer’s related clinical study opportunities, including handling and resolving escalated constituent calls and inquiries
- Provide general information about Alzheimer’s disease research and answer questions regarding the Association’s research programs, events, and activities
- Maintain appropriate documentation and follow-up appropriately
- Assess and triage calls to Care Consultants and/or Team Leads as appropriate
- Other duties as assigned
- 1-3 years of data management and or customer service experience. 3-5 years of experience is preferred.
- Required High School Diploma or equivalent. Bachelor degree is preferred.
- Bilingual (English and Spanish), required
Knowledge, Skills and Abilities
- Strong customer service skills exhibiting empathy, positive language, and
- effective listening
- Strong oral and written communication skills
- Knowledge of project management principles and practice
- Proficiency with Microsoft Word, Excel, and PowerPoint
- Familiarity with the healthcare industry, mental health, or Alzheimer’s disease
- Ability to interact with internal and external constituents
Title: Specialist, Research
Position Location: Hybrid in Chicago, IL
Full time based on 37.5 hours a week minimum
Position Grade: 504 Non-Exempt
Reports To: AD, Research Volunteer Programs
Who We Are:
The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia- by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.
At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.
We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer’s, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.
At the Alzheimer's Association®, we believe that diverse perspectives are critical to achieving health equity - meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer’s and dementia.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.
Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.