Helpline Specialist

Full Time
1 month ago

JOB RESPONSIBILITIES (Principal responsibilities or job duties)

1. Work as a member of the AF Service Center supporting external/internal constituent questions and concerns.
2. Provide personalized assistance via one-on-one phone and email support to people with arthritis and caregivers. Support must be emotionally supportive and culturally sensitive. 
3. Provide techniques to identify and overcome health care, payer and institutional and bureaucratic barriers.
4. Provide health care coverage referral opportunities, including Medicare, Medicaid and State exchanges.
5. Provide assistance identifying medical and prescription assistance program opportunities.
6. Provide motivational strategies aimed at improving quality of care and life.
7. Promote efficacy for individuals and caregivers by identifying resources and tools for self-care.
8. Serve as a supportive, caring sounding board.
9. Develop and perform a follow-up, closed-loop process to resolve constituent cases to full conclusion. 
10. Develop and support outbound constituent campaigns.
11. Document client interaction on tracking sheet; enter name/contact information into CRM.
12. Provide expert judgement to analyze interactions to identify trends and needed resources.
13. Tasks as assigned. 



  1. BA/BS degree required; Master’s degree preferred
  2. 2-5 years of experience working with individuals with chronic health conditions
  3. 2-5 years call center/customer service experience. 
  4. Knowledge of arthritis and musculoskeletal issues, including juvenile arthritis
  5. Telephone/email-based service experience
  6. Knowledge and experience working with community, state and federal resources.
  7. Exceptional organizational skills and the ability to prioritize multiple client needs
  8. Excellent verbal and written skills
  9. Superior crisis intervention skills
  10. Tactful, diplomatic, and assertive
  11. Self-starter, ability to work independently on complex projects
  12. Superior interpersonal skills, including ability to listen, observe and interact well with diverse individuals and groups
  13. Experience documenting consumer interactions and entering case notes in a central database
1355 Peachtree Rd NW STE 600,
Atlanta, GA 30309

Chairman's Circle