Job Title: Specialist, TrialMatch – Home Office
Location: Chicago, IL
Full time: Based on a 37.5 hour work week
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 1,700 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 be diagnosed with the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to find out more about who we are and why we've been recognized as a Best Place to Work the last eleven years in a row.
This position is primarily responsible for providing project support for the development and maintenance of the clinical trial database, call center process improvements, 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 matching service. This includes providing high quality customer service support to individuals living with dementia, their caregivers, and healthy volunteers as they search for clinical trials, monitoring and evaluating call center metrics, and making recommendations for process improvements when necessary. The position further provides constituent support for Association-led research initiatives.
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 matching 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.
- Interpret call center reports and plan workflows accordingly.
- Maintain appropriate documentation and follow-up appropriately.
- Conduct training on the Alzheimer’s Association clinical studies matching service for new hires.
- Other duties as assigned.
- High School Diploma required.
- Minimum of 3 years experience in a call center or similar environment.
- Bachelor’s Degree preferred.
- Preferred, 5 or more years of related experience and demonstrated ability to support the execution of projects and related deliverables.
Knowledge, Skills and Abilities:
- General knowledge of call centers including experience with call monitoring, coaching and training (or the ability to learn this information quickly with support from Contact Center leadership).
- Knowledge of project management principles and practice.
- Bilingual (English and Spanish) preferred.
- 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.
- Strong customer service skills exhibiting empathy, positive language, and effective listening.
- Strong oral and written communication skills.
- Ability to critically think through situations or issues that arise in order to make informed recommendations.
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.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state or local law.