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The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward.
We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.
MS Navigators are highly-skilled, compassionate professionals who are supportive partners and help navigate the challenges of MS, unique to each person's situation. The Digital MS Navigator will often be the first point of contact for someone seeking information, resources and support about MS. The Digital MS Navigator will empower people affected by MS to live their best life through the provision of timely information, resources and support and a seamless and customer-centered experience.
The Digital MS Navigator must be passionate about continuous learning and committed to diversity, equity and inclusion. The Digital MS Navigator is expected to continually learn and apply new information and skills as the MS Navigator Experience team grows and evolves.
Essential Function/Responsibility
Responsible for delivering MS Navigator service to those reaching out via digital avenues to achieve optimal constituent experiences (80%)
- Provide top level customer service to individuals connected to MS Navigator via digital channels (including but not limited to chat, email, social media and text) as an entry point to the full continuum of MS Navigator supports
- Utilizing Society tools and resources, respond to incoming digital channel inquires with a timely and customized response using both automated assistances and personally crafted messages connecting to Society internal resources and supports and external resources and supports.
- Deliver services with a focus on the experience of the customer-striving for a seamless experience that results in a high level of satisfaction.
- Ensure information, resources and support is offered with a particular focus on those who are newly diagnosed and/or not yet diagnosed aimed at reducing the diagnosis timeframe and increasing access to high quality care.
- Contribute to data driven continuous improvement with a readiness for change providing input recommendations for enhancing processes, policies, and practices.
- Regularly shares feedback, trends and insights gained from digital inquires with key members of the MS Navigator Experience team in a timely fashion.
- Learn and apply new information continuously - maintain "expert level" knowledge in a consistently changing environment.
- Maintain up-to-date skills in relevant software, internet applications, Society websites and online tools, external web browsers, mobile apps, social media platforms, etc.
Team Responsibility (20%)
- Contribute to team meetings; provide support and feedback to colleagues
- Closely collaborate within/between teams to ensure effective cross-channel experiences in support of Society strategic priorities and expected results.
- Actively participate in dynamic and adaptable teams, across vertical team structures, to advance work