Job Description:
• 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 –ie: 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 (Ex: 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 (ie: 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
Requirements:
• 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” environments; 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
• Consistent with its mission, the American Lung Association maintains a tobacco-free workplace, all employees must abstain from use of tobacco in any form, including vaping.
Benefits:
• Paid Leave - 10 vacation days in the first year (15 days thereafter)
• 2 personal days and 15 sick days per year
• 12 company-paid holidays per year
• Paid Parental Leave for eligible employees
• Employees (and their eligible dependents) can enroll in our medical, dental, and vision plans
• Voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance
• Company-paid life/AD&D and long-term disability Insurance coverage
• 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