Position: Parkinson’s Disease Information Specialist
Reports to: Associate Vice President, Information & Resources
Position Status: Full-Time, Exempt
Hours: 11 am – 7 pm ET
Parkinson’s Foundation is a nationally recognized 501(c)(3) non-profit that is working toward a world without Parkinson's disease. The Parkinson’s Foundation makes life better for people with Parkinson’s disease by improving care and advancing research toward a cure. In everything we do, we build on the energy, experience, and passion of our global Parkinson’s community.
ABOUT THE HELPLINE:
The Foundation’s multi-channel contact center includes our signature 1-800-4PD-INFO Helpline which provides information, support services, and referrals for patients with Parkinson’s disease, caregivers, healthcare professionals, and PD community stakeholders. Contact with the Helpline occurs during the entire range of disease progression, as community members seek help with:
- Medical issues including symptoms and treatments
- Health and social care
- Emotional support
- Referrals to health professionals and community resources for local support
Helpline staff also provide cross-departmental support to various programs and initiatives throughout the Foundation.
Responsibilities include but are not limited to the following:
- Respond to requests and inquiries from persons with Parkinson’s disease (PD) and their families, using tools and resources provided by the foundation to deliver comprehensive information regarding PD including: symptoms, diagnosis, treatment options, epidemiology, resources, health professionals, support groups, social services, foundation events, and other issues relevant to callers.
- Deliver support to those in emotional distress and recognize when a call escalates into a crisis call. Facilitate back up assistance from peers and supervisors to effectively secure the caller's safety.
- Speak to callers in a respectful and courteous way, making every possible effort to ensure callers are satisfied with their interaction with the Foundation.
- Access information from multiple sources quickly and efficiently while in a call and without interrupting the call flow.
- Identify resources and services for the online resource library and Helpline solutions database.
- Manage follow-up with callers, including the fulfillment of information requests. Proactively identify opportunities for follow-up engagement with patient/constituent callers, scheduling follow-up and referrals to internal/external resources.
- Enter complete and thorough records in the contact relationship management system (CRM) following client interactions, ensuring accurate coding is utilized for reporting and information purposes.
- Develop supportive relationships and team building by communicating effectively with Parkinson’s Foundation staff, the network of Centers of Excellence (COE), Chapters, and support groups; when requesting additional community resources or clarification of program information.
- Ensure that all aspects of the Helpline caller’s experience meet a high standard for accuracy, accessibility, quality, and professionalism that reflect well on the foundation.
- Email and online community
- Fluency in English and Spanish languages, both verbally and in writing, highly desired.
- Bachelor’s degree and a minimum of 3 years of experience in a health care or human services field, preferably within a diseases specific health-related organization and demonstrate dedication to a high level of service, nursing or social work background a plus.
- Ability to quickly acquire a good understanding of Parkinson’s disease, and demonstrate experience working with people with disabilities or a chronic condition.
- Capable of working with clients who are both newly diagnosed and severely disabled, as well as those who are angry and depressed. Experience with managing crisis situations preferred.
- Ability to conduct thorough assessments of caller needs and concerns, and identify resources through various search methods appropriate to clients’ issues. Requires skill and knowledge of crisis intervention techniques and suicide-risk assessment.
- Strong computer skills, proficient with MS Office suite; experience with CRM systems such as Salesforce and cloud-based communication systems preferred.
- Ability to maintain confidentiality and safeguard personal information received from callers, exercising maximum discretion and respect for constituent’s privacy.
- Must possess excellent verbal as well as written communication and active listening skills.