The Resource Specialist will serve as a primary escalation point of support for the Resource Coordinators as well as providing support and information for those seeking help from MDA. The Resource Specialist will provide information surrounding various aspects of disorders covered by MDA, including diagnostic and disease information, access to state-of-the-art care and clinical trials at MDA Care Centers, MDA services, community resources, and evaluate additional resources for inclusion in the MDA web environment. The MDA Resource Specialist is considered an advanced position and works under supervision from the Manager of the Resource Center and work closely with other teams within MDA as well as volunteers and families.
This individual must have the ability to assess the needs of stakeholders, to formulate and implement appropriate MDA services and community referrals, identifying the problem, strengths, weaknesses, coping skills and assistance needed. Ability to establish and maintain effective working relationships with members, staff and representatives of the community agencies. Must communicate effectively, both orally and in writing with people from varied backgrounds. Knowledge of MDA diagnosis, disability community needs, and referrals is required.
- Develop and maintain a strong relationship within MDA, with a strong focus on the departments within the Innovations in Care team.
- Serves as an escalation point taking escalated calls/emails and being a resource for resource coordinators on handling new, unique, or challenging questions/interactions.
- Delivers exceptional customer service via phone, email and chat and provides desired information; researching, locating, and providing information.
- In coordination with the Manager, develops and provides training and orientation for new staff members as well as those requiring additional support
- Knowledgeable of how to obtain and provide resources for those who contact MDA Resource Center. Helps maintain and find new resources to continuously evolve the scope of reach of the program.
- The individual takes responsibility for improving professional skills, participating in planning and executing specific staff development projects, attending seminars, meetings with key stakeholders and participates in training programs of other disciplines as requested.
- Performs accountability functions: 1) documents all contacts with patient/families in Salesforce; 2) completes reports in accordance with MDA and respective professional discipline policies; 3) seeks expert opinion to respond to inquiries that require sophisticated input.
- Strives to help develop more effective and efficient ways of delivering excellent customer services to stakeholders.
- Communicates with appropriate cross department staff with information that needs to be shared outside the Resource Center.
- May serve on committees, counsels, workgroups and/or task forces.
- May serve as a liaison to community agencies and networks with agency representatives.
- Obtains and/or participates in continuing education.
- Has working knowledge and skill in the use of word processing, Salesforce, and other computer software. Ability to learn and utilize software programs used by the MDA.
- Team player by meeting or exceeding yearly individual resource center goals, including but not limited to call and email volumes. Manages time in ADP in a timely and accurate way.
- Responsible for assessment of new resource links as well as the maintenance/editing/improvement of the existing Resource links on MDA.org and other related pages.
- Perform other related duties as required and assigned.
- Bachelors degree is required; degree in a health-related or social services field or significant related experience is strongly preferred;
- Advanced degree and/or professional credential in a health care or related field is a plus;
- 3 years of experience in a clinical setting, voluntary health organization, or related fields preferred.
- Successful track record in client support and staff engagement.
- Extensive customer service experience.
- Comfortable interacting with families and caregivers, both virtually and in person, from diverse abilities, experiences, cultural and economic backgrounds.
- Strong working knowledge and understanding of Salesforce.
- Muscular Dystrophy Association requires all new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Muscular Dystrophy Association will consider requests for Reasonable Accommodations.
MDA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.