National Kidney Foundation
GENERAL SUMMARY
Reporting to the Senior Manager, Patient & Family Communication, the Patient Services Specialist will answer phone calls for NKF Cares, the National Kidney Foundation’s toll-free telephone Help Line, along with emails and mail.
When answering calls and emails, the Patient Services Specialist will provide emotional support, listen to people’s concerns, give general information on the topics raised, and refer people to sources of additional support or information. Phone calls and emails will be from the National Kidney Foundation’s constituents, which include kidney patients, those at risk for kidney disease, living donors and potential living donors, transplant candidates and recipients of all organs, and donor families.
The Patient Services Specialist will receive training to learn basic information regarding kidney diseases, treatment options, diet, financial issues/concerns, emotional needs, national and community resources, living donation, transplantation, and other issues.
The Patient Services Specialist will enter contact information for phone calls in the NKF database. He or she will also place orders for written materials to be mailed out to callers from the NKF mailroom.
This is an exciting opportunity to learn and help fulfill the mission of the National Kidney Foundation, a major non-profit organization dedicated to improving the lives of kidney patients across the country.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Respond to inquiries via phone, mail and email to ensure that NKF constituents receive needed support and information.
- Ensure that that delivery of information is accurate, consistent and current.
- Input the call information into the NKF database and select publications to be mailed out.
- Track, monitor and report trends in call content and volume.
- Help provide ongoing evaluation and assessment of the program to ensure quality.
MINIMUM QUALIFICATIONS
- Exceptional customer service skills. Able to communicate sensitively and patiently by phone and email.
- Excellent verbal and written communication skills.
- Excellent word processing skills, proficient in Microsoft Word, email. Ability to learn and utilize new software with ease.
- Comfortable with general computer tasks and Internet navigation.
- Excellent interpersonal, time management and organizational skills. Ability to work with all levels of staff, volunteers and the public in a professional manner.
- Highly organized and detail-oriented. Ability to multi-task.
- Social work or counseling abilities are a plus, but not required.
- Bilingual abilities are a plus, but not required.
- Some healthcare experience and knowledge is also a plus but not required.
- Performs additional duties, as required.
WORKING CONDITIONS, EQUIPMENT USED AND SPECIAL INFORMATION
Must have unimpeachable integrity and trustworthiness while possessing a high degree of tact, discretion and professionalism. Must be a self-starter and team player. Must be able to handle a reasonably high call volume, email inquiries and navigate through the Internet and database system. Maintains effectiveness under pressure. Verbal and written communication skills will be used on a daily basis. Competency in use of a multiple-line telephone, personal computer, fax machine, photocopier and other standard office equipment.
EQUAL EMPLOYMENT OPPORTUNITY
At the National Kidney Foundation diversity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to kidney health and kidney disease prevention. It is the policy of NKF to provide equality of employment opportunity regardless of race, creed, color, qualified handicap or disability, national origin, religion, marital status, sexual orientation, age, gender, political affiliation or veteran status, or any other factor or reason prohibited by relevant local, state, and federal fair employment laws.
The Equal Employment Opportunity policy will apply to all employment practices of NKF including, but not limited to recruitment, hiring, promotion, training, compensation, benefits, layoffs, transfers, and discipline. Implementation of the Equal Employment Opportunity policy is the shared responsibility of the management of NKF.