Jobs for People with MS: National MS Society

Job Track Description:

• Performs business support or technical work, using data organizing and coordination skills.

• Performs tasks based on established procedures.

• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

• Expanded skills within an analytical or operational process.

• Maintains appropriate licenses, training, and certifications.

• Applies experience and skills to complete assigned work.

• Works within established procedures and practices.

• Establishes the appropriate approach for new assignments.

• Works with a limited degree of supervision.

Functional Knowledge

• Developed skillset in a range of processes, procedures, and systems.

Business Expertise

• Supports to achieve company goals by helping teams to integrate and work together.

Impact

• Impacts a team through quality of the services provided and information shared.

• Uses discretion to modify work practices and processes to achieve results or improve efficiency.

Leadership

• May provide guidance to junior team members.

Problem Solving

• Ability to problem solve, self-guided.

• Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Improves participant decision-making process by advising participants on plan provisions.

• Responds to client-specific inquiries, including telephone and web correspondence.

• Completes transactions related to customer inquiries with limited supervision.

• Meets timeliness and accuracy standards.

• Documents calls by creating detailed notes in the case management system.

• Completes callbacks in a timely manner and escalates as appropriate.

• Adheres to call center metrics and guidelines within established procedures.

• Assists junior employees by answering questions or taking escalated calls with guidance.

• Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors.

• Explains the appropriate participant forms and provides guidance on completion.

• Performs other duties as assigned.

• Complies with all policies and standards.