[Hiring] Specialist, HelpLine @American Lung Association

Role Description

The American Lung Association has an excellent opportunity for a Specialist, HelpLine. Working as a member of the HelpLine department, you will join an outstanding group of professionals dedicated to our mission: to save lives by improving lung health and preventing lung disease through research, education, and advocacy. The Specialist, HelpLine is responsible for working within the American Lung Association mission related grant funded programs, Chronic Lung Disease Management. In addition to providing virtual education on Indoor Air Quality, Asthma and COPD as a Lung Health Navigator, preferably in English and Spanish. This position is grant funded. Location: Remote. This position is home-based, and we encourage candidates in any location in the United States to apply.

• Answer Lung HelpLine incoming calls related to those who are seeking assistance in Asthma and COPD education – providing proactive counseling on chronic lung disease management (prefer in both English and Spanish).
• Provide written and oral translation between English and Spanish preference.
• Complete and maintain documentation in the database for each call – e.g., logging message left on voicemail, performing counseling and follow-ups on designated calls, etc. as appropriate.
• Provide callers information or guidance on all questions regarding chronic lung disease management (telephone, chat, text, email).
• Select and participate in local, state and national seminars and courses designed to increase skills and knowledge related to job requirements (e.g., become or maintain NAEC, AE-C, CTTS within first year of employment).
• Pre-certified as an Asthma Educator and maintain CEU requirement for certification within 3 months of hire.
• Follow HelpLine protocols.
• Assure all information is collected and entered into the database.
• Participate as a member of the resource evaluation committee to assure continual updating of resources.
• Work with the nationwide team to support, develop, implement, and evaluate chronic lung disease (asthma/COPD) programs.
• Understand and implement protocols for dealing with special groups or projects.
• Develop and maintain existing and emerging guidelines-based content, skills, tools and resources for chronic disease management topics (e.g., asthma, COPD).
• Coordinate and assist with implementing mission related activities.
• Coordinate, implement and monitor deliverables.
• Develop, assist and complete reports as assigned; including annual report, awards, grants and other activities assigned.
• Represent HelpLine interests through attending internal and external committees and work groups as assigned.
• Continually seek organizational, program and chronic lung disease specific innovation and growth.

Qualifications

• Bachelor’s Degree in health related field or equivalent combination of education and work experience.
• Certification as a registered respiratory therapist or registered nurse, AE-C, CTTS or other public health related credentials; minimum of 5 - 7 years proven experience.
• Minimum of 3-5 years of experience developing and implementing community awareness, education, and programs specifically related to area of chronic lung disease.
• Prefer fluent in English and Spanish; translation skills from one language to another, both written and oral.
• Ability to communicate effectively on the telephone and online via chat and demonstrate good customer service.
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
• Ability to handle a “call center” environment; manage large amounts of inbound and outbound calls in a timely manner.
• Ability to work independently and flex between the hours of 9 am – 7 pm CST; Monday through Friday.
• Critical skills required including analytical decision making, customer resource knowledge, organizing and coordinating, position-specific expertise, interpersonal understanding, teamwork/internal partnership, individual accountability, initiative, versatility and self-management.
• Proficiency with a diverse assortment of software programs, applications and systems such as MS Office Suite and typing skills (at least 50 wpm).
• Familiarity with CRM systems and practices.
• Must have valid Driver’s license and reliable transportation.

Benefits

• Paid Leave - 10 vacation days in the first year (15 days thereafter), 2 personal days and 15 sick days per year, as well as 12 company-paid holidays per year. We also offer Paid Parental Leave for eligible employees.
• Insurance - Employees (and their eligible dependents) can enroll in our medical, dental, and vision plans, as well as voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance. Employees will be enrolled in company-paid life/AD&D and long-term disability Insurance coverage.
• Retirement Plan - Eligible employees can participate in our 401(k) Defined Contribution Retirement Plan, which offers matching employer contributions (up to 4%) and year-end discretionary non-elective contributions.