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.

Key Responsibilities:

• 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

Professional Skills:

• 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)

Basic Qualifications:

• Bachelor’s degree in a biomedical science, social work, or related field

• Bilingual (Spanish-speaking)

• 1+ year translating complex medical information into plain language

• 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 

Preferred:

• Master’s degree in a biomedical science, social work, or related field

• Training or classwork related to genetic and rare diseases strongly preferred

• Experience in the genetics and rare diseases field strongly preferred

• 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 icfcareercenter@icf.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 pay 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 pay range for this position is

$62,113.00 - $105,593.00

Nationwide Remote Office (US99)