Research Assistant / Content & Information Specialist

We’re looking for a multi-faceted Content & Information Specialist to join our team at ICF.  This position will support our National Center for Advancing Translational Sciences (NCATS)/ Division of Rare Disease Research and Research Innovation (DRDRI) client. DRDRI coordinates and supports rare diseases research, responds to research opportunities for rare diseases, and provides information on rare diseases. DRDRI supports the Genetic and Rare Disease Information Center (GARD) website and contact center to provide information about rare and genetic diseases to patients, their families and caregivers, and medical professionals.

The Content & Information Specialist will play an integral role in day-to-day operations of the GARD contact center and as needed, support research, content curation and development for the content team. They will be responsible for collaborating with external audiences and internal teams to complete their day-to-day tasks.

As an Information Specialist, you will be responsible for answering phone calls and responding to written inquiries received by the GARD Contact Center. These inquiries, received in English and Spanish, receive customized responses based on the needs of each patient. You may also offer guidance as patients navigate their healthcare journey and utilize advanced writing and communication skills to address needs. Additionally, you will need to identify when a complex case requires a more experienced information specialist on the team.

The ideal candidate is a task-oriented problem solver who is self-motivated and able to multi-task while adhering to strict deadlines in a fast-paced environment. You will be joining a smart, collaborative, and highly productive team!

This is a remote position. Typical working schedule is 10am-6pm EST. Must have a quiet, private working environment to accept phone inquiries between 12pm-6pm EST.

As a Research Assistant/Content & Information Specialist you will:

Answer phone calls and written inquiries

Provide support, education, information, referrals and follow-up to patients, families, and professionals seeking assistance

Effectively manage queue of call and email communications

Document patient/customer interactions and respond to all requests within 5 business days

Attend trainings to increase relevant knowledge and skills

Maintain open communication and effective collaboration with team members and supervisors to enable continuous performance improvement.

Conduct project-specific and ongoing research in identified areas, and documenting findings.

Synthesize information to develop reports and other materials to respond to requests for specific information or research questions

Update outdated links in published content.

Present research findings to project teams to inform product or event development or strategic planning.

Utilize various online platforms and databases to search for information, including internal knowledge management platforms, public online databases, and subscription databases.

Develop an expertise and efficiency in our CRM

Provide guidance and assistance to content creators for assignment related questions

Work on several diverse assignments at once, under pressure and with tight timelines

Partner with the broader team to identify and implement process improvements

As a Research Analyst/Content & Information Specialist, you will have:
 

Basic Qualifications:

Bachelor’s degree in a biomedical science, social work, or related field

2+ years’ experience in a customer service setting, preferably in a healthcare, advocacy, or patient facing environment

1+ year of experience using SalesForce (or other customer service software)

1+ year of experience with general computer skills with a proficiency in Microsoft Word, Excel, PowerPoint, and Outlook

1+ year of experience with online tools for team communication (Slack, WebEx, Zoom, Teams)

Preferred Qualifications:

Bilingual preferred

Familiarity with rare disease resources, knowledge of how to access them, and ability to conduct literature reviews

Familiarity with genetic diseases and/or rare diseases and diagnostic journey

Training in health literacy, plain language, and culture and communication 

Professional Skills:

Excellent communication, writing, interpersonal, and listening skills

A friendly and professional demeanor

Ability to effectively communicate via telephone and email with patients, caregivers, healthcare providers, and researchers

Ability to work both independently and as part of a team

Basic understanding of SEO keyword implementation

Ability to critically evaluate information to ensure projects/teams are set up for success

Comfort working in a fully digital content creation and management environment

High level of self-motivation and organization

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more here: Requesting an Accommodation for the ICF interview process.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

 

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair and equitable interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. 

However, we understand that some candidates may require accommodations that involve the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed. 

 

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$73,722.00 - $125,327.00

Nationwide Remote Office (US99)