Specialist, Community Health Initiatives

Position Summary:

The Specialist will be responsible for providing operational, logistical and customer service support, for Community and Rural Health Initiatives including education, training and product support for professionals and familial caregivers. This role will require collaboration between internal and external audiences to support operations and customer service for existing products while also supporting the development of new resources as needed.

This position is grant funded.

Responsibilities

• Provide exceptional customer service to external customers for family programs and services, quality care and other Association products including ALZConnected, ALZNavigator, essentiALZ, CRF, DCNS, and LMS.
• Serve as tier 2 support for escalate constituent inquiries and issues from the Call Center for all eServices Professional Training including the My Journey App
• Coordinate the central inbox (education@alz.org) for triaging constituent education related inquiries and problem resolution with call center and IT.
• Coordination with IT and call center for timely processing of Password Reset and Account Merging needs for ALZConnected, LMS, and other products utilizing the personify SSO.
• Support efforts to continuously communicate customer feedback to product teams to inform future enhancements and products. Participate in the product development lifecycle providing input from the constituent user experience perspective from ideation to go-to market, strong emphasis in product testing
• Support the team in data collection, tracking, and reporting related to workforce development, referral pathways, and community resource coordination.xperience perspective from ideation to go-to market, strong emphasis in product testing
• Assist with maintaining program dashboards, monitoring metrics, and preparing reports for leadership and external partners.
• Other duties as assigned

Qualifications/Education/Experience

• Bachelor’s Degree preferred.
• 2-3 years of customer service experience.
• Demonstrated relevant experience to support teams and work in a fast-paced environment and under deadlines.
• Excellent interpersonal, verbal and written communication skills and social competency.
• Ability to effectively collaborate and work in a team-based environment.
• Professional demeanor, organized, and reliable.
• Ambitious, a strong work ethic, and an earnest willingness to learn.
• Results driven attitude.
• Ability to excel in a high-energy, fast-paced environment.

Knowledge, Skills and Abilities

• Bi-lingual in English and Spanish preferred, not required.
• Ability to provide timely, consistent, and appropriate follow-up.
• Ability to always remain professional and courteous with internal and external customers and communicate effectively, orally and in writing, with various stakeholders.
• Ability to learn and use project management and customer relationship management software to successfully complete tasks/priorities.
• Strong general computer skills including the ability to navigate various systems and resources, troubleshoot minor technology issues, and set up own work equipment.
• Strong organizational skills; ability to multitask and prioritize work.
• Self-starter manages work independently and is a skilled problem solver.
• Exceptional attention to detail.
• Excellent time management.
• Ability to work collaboratively on a team, developing relationships with internal and external customers.
• Ability to interact with diverse populations in a sensitive and respectful manner.
• Demonstrated experience with constituent/data management systems.
• Experience in preparing expense reports, budget reports and other reports as requested.
• Proficiency in Microsoft Office environment, Google Apps and Excel.

Title: Specialist, Community Health Initiatives

Position Location: Remote

Full Time 37.5 hours / Grant Funded

Position Grade & Compensation: Grade 505 Non-Exempt, The Alzheimer's Association’s good faith expectation salary range for this role is between $56,500.00 and $61,000.00

Reports To: Senior Director, Dementia Care Navigation, Mission Engagement

Who We Are:

The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia– by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.

The Alzheimer’s Association announced a landmark $100 million investment in research for 2023. This unparalleled commitment is illustrative of the momentum we are building in dementia research — our investments today will lead to breakthroughs tomorrow.

At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,750 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.

We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer’s, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.

At the Alzheimer's Association®, we believe that diverse perspectives are critical to achieving health equity — meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer’s and dementia.

The Alzheimer’s Association commitment remains steadfast in engaging all communities in our full mission. The Association provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment to the fullest extent required by law, including, but not limited to, on the basis of race, color, religion, age, sex, national origin, gender identity, disability status, genetics, protected veteran status, sexual orientation, or any other legally protected characteristic.

Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.

Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.