MDA Overview:

At MDA, we believe our biggest asset is our combination of different backgrounds, cultures, and disciplines united to form one high-performing team. By bringing together people from different backgrounds, perspectives, and generations, we ensure that we all have access to the opportunities, relationships, and resources necessary to learn, grow and thrive. What we do starts with our people and the neuromuscular disease community we serve. As America's largest voluntary health organization covering research, healthcare, and advocacy for people with neuromuscular diseases, MDA is leading the way in improving the quality of life for those living with muscular dystrophy, ALS, spinal muscular atrophy, and dozens of related disorders - many first discovered and diagnosed by MDA supported scientists and clinicians.

Department Overview:

The Healthcare Services department plays a critical role in providing support, opportunities, resources to promote access to care and empower each individual. The Healthcare Services department is comprised of the Care Center Network, Family & Clinical Services, Medical Education, Operations, and Resource Center teams.

Position Summary:

The Specialist, Resource Center provides support and information for internal and external stakeholders seeking information from MDA. The individual provides information surrounding various aspects of conditions covered by MDA, information related to clinical trials and MDA Care Centers, MDA programs, community resources, and additional resources for inclusion in the MDA environment. This individual works collaboratively with other internal and external stakeholders. The Specialist, Resource Center reports directly to the Manager, Resource Center.

What you'll do:

• Develop and maintain positive and effective relationships within MDA, with a strong focus on the departments within Innovations in Care.
• Receive, research, and respond to requests for information related to MDA business units, care, education, and other resources for the neuromuscular disease community.
• Requests are received via email, phone, or web. Specialists triage inquiries, answer the request at the point of contact, or assign to the appropriate subject matter expert. Inquiries are generated by MDA Staff, individuals living with neuromuscular disease, the medical community, community organizations, and public.
• Deliver exceptional customer service via phone and email. Provides desired information by researching and locating needed resources.
• In coordination with business line management, develops and provides training and orientation for new staff members.
• Identify and maintain commonly used resources within an internal document library. Resources have been vetted for appropriateness for the neuromuscular community, continuously evolving the scope and reach of the National Resource Center program.
• 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.
• Take responsibility for improving professional skills, participating in planning, and executing specific staff development projects, attending seminars, meetings with key stakeholders and participating in training programs of other disciplines as required.
• Document all contacts with patient/families in Salesforce.
• Complete reports in accordance with MDA and respective professional discipline policies.
• Seek expert opinion to respond to inquiries that require sophisticated input.
• Collaborate in development of more effective and efficient ways of delivering excellent customer service to stakeholders.
• Effectively communicate shared information across the organization.
• Support review and evaluation of external facing communications and programs prior to release.
• May serve on committees, counsels, workgroups and/or task forces.
• May serve as a liaison to community agencies and networks with agency representatives.
• Meet or exceed yearly individual resource center goals, including but not limited to call, email, and case metrics.
• Manage time in the time and attendance system. Communicating time off needs per established departmental policy.
• Perform other related duties as required and assigned.

Salary Range:

This position's salary range is $50,000 - $53,000. Final offer amounts and levels are determined by multiple factors, including your experience, and may vary from the amounts listed above.

Location:

Remote work with a minimum of 10% overnight travel and additional local travel required. Local travel varies by location.

What we are looking for:

• Bachelor's degree is preferred; 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 field preferred.
• Able to assess the needs of stakeholders, to formulate and implement appropriate MDA resources and community referrals, identifying the problem, strengths, weaknesses, coping skills and assistance needed.
• Must have strong written and oral communication skills and confidence in their ability to collaborate with clients and organization members to ensure excellent customer service.
• Ability to establish and maintain effective working relationships with members, staff, and representatives of the community agencies.
• Knowledge of MDA diagnoses, disability community needs, and referrals is required.
• Experience working in a HIPAA compliant environment preferred.
• Ability to multitask and work in a fast-paced environment.
• Successful track record in client support/staff engagement.
• Recent customer service experience.
• Comfortable interacting with families and caregivers, both virtually and in person, with diverse abilities, experiences, cultural and economic backgrounds.
• Strong working knowledge and understanding of Salesforce and Microsoft Office.

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.

MDA Benefits:

*For fulltime employees

• Medical, Dental and Vision insurance with prescription coverage
• Health Savings Account with contribution matching and Flexible Spending Accounts for medical and/or dependent care
• Paid sick leave
• Employee Assistance Program (EAP)
• 100% contribution towards basic life insurance, short-term and long-term disability
• Optional additional life insurance and dependent life insurance available
• 403(b) Retirement Savings Plan with company match
• Generous paid time off policy, with increasing accrual rate schedule
• 16 paid holidays
• Standard 35-hour work week with flexible hours
• Remote, work from home opportunities
• Professional Learning and Development training opportunities, including Leadership Skills
• Company sponsored Wellness Program