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Genetic and Rare Disease Information Specialist – Bilingual, Spanish (On call, Remote)
Overview:ICF seeks a Bilingual Information and Content Specialist to support our National Center for Advancing Translational Sciences (NCATS) / Division of Rare Diseases Research Innovation (DRDRI) client. DRDRI coordinates and supports rare disease research, responds to research opportunities for rare diseases, and provides information on rare diseases. DRDRI supports the Genetic and Rare Disease Information Center (GARD) website and Contact Center which provide information about rare and genetic diseases to patients, their families and caregivers, and healthcare providers involved in their care.
Position Summary:Bilingual Information Specialists are responsible for responding to Spanish voicemails and written inquiries received by the GARD Contact Center. These inquiries receive customized responses based on the needs of each patient. Some inquiries can be quite complex, requiring staff to assess the social, psychological, cultural, environmental, and financial needs of the inquirer. GARD Contact Center staff utilize advanced research and critical assessment skills to identify and vet health information and resources. They may also offer guidance as patients navigate their healthcare journey and utilize advanced writing and communication skills to address needs. GARD Information and Content Specialists may also be involved in writing and editing content for the GARD website.
Answer Spanish voicemails and written inquiries
Provide support, education, information, referrals and follow-up to patients, families, and professionals seeking assistance
Function as a mentor providing guidance in service delivery and training of other staff
Utilize crisis support and counseling techniques to serve callers in distress
Effectively manage queue of Spanish voicemail and email communications
Document patient/customer interactions and respond to all requests within 5 business days
Contribute to Spanish web content development
Attend trainings to increase relevant knowledge and skills
Perform other duties and functions as assigned
Knowledge and skills to assess the needs of the inquirer, identify appropriate resources, and effectively and accurately communicate health information in Spanish.
Familiarity with rare disease resources, knowledge of how to access them, and ability to conduct literature reviews
Excellent communication, writing, interpersonal, and listening skills
Ability to effectively communicate via telephone and email with Spanish-speaking patients, caregivers, healthcare providers, and researchers
Ability to work both independently and as part of a team
Ability to handle multiple tasks simultaneously and shift priority as directed
Strong passion for the rare disease community
Adaptable and responsive to different audiences
General computer skills with a proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
Familiar with online tools for team communication (Slack, Zoom, Teams)
Bachelor’s degree in a biomedical science, social work, or related field
2+ years’ experience in a customer service setting, preferably in a healthcare, advocacy, or patient facing environment
2 + experience training in health literacy, plain language, and culture and communication
Master’s degree in a biomedical science, social work, or related field
Experience with Spanish website content development
Experience using Salesforce or other customer service software
Working at ICF
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.
We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email email@example.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law and Pay Transparency Statement.
Pay Range - There are multiple factors that are considered in determining final salary for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The salary range for Colorado is -
Nationwide Remote Office (US99)