MS Navigator Information Specialist (Bilingual)

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.

About the role

The Bilingual MS Navigator Information Specialist serves as the first point of contact for individuals affected by MS, initiating a supportive partnership that fosters trust, empathy, and connection. This phone-based role sets the tone for a person-centered experience, guiding constituents to the most appropriate resources and services offered by the National MS Society. Through active listening, assessment, and compassionate engagement, the Information Specialist enhances constituent knowledge, satisfaction, and connection to the Society in a call center environment.

Bilingual fluency required: Must be fully fluent in both English and Spanish (verbal and written). You will be required to read, write, and speak in both languages daily.

Work is primarily performed remotely, however, when possible and necessary, teams meet in person to conduct the business of the organization and build team relationships.

Responsibilities

• Establish rapport and trust with constituents to initiate a supportive, person-centered relationship.
• Assess individual needs and guide constituents to the most appropriate staff member, service, or resource.
• Provide accurate information about MS and Society programs, events, and services.
• Connect constituents with MS Navigators for ongoing support and goal achievement.
• Collaborate with healthcare providers to create seamless experiences for shared clients.
• Ensure equitable access to educational and support resources, regardless of technical ability.
• Respond to acute situations with sound judgment, connecting individuals to internal or external crisis support as needed.
• Maintain healthy boundaries while remaining present and empathetic in all interactions.
• Stay current with industry trends and Society developments to align with best practices.
• Support innovation and outreach by engaging volunteers and interns and modeling essential work functions across the organization.
• Use AI technologies to enhance productivity, improve knowledge sharing, and support timely responses to constituent inquiries while validating information for accuracy and relevance.

Requirements

• Exceptional active listening and empathetic communication skills.
• Strong critical thinking and judgment, especially in high-stakes or crisis situations.
• Ability to build trust and rapport quickly with diverse individuals.
• Deep understanding of Society programs and ability to navigate interconnected services.
• Commitment to culturally responsive practices and inclusive service delivery.
• Proficiency with digital tools and technology for resource sharing and relationship management.
• Collaborative mindset with the ability to work cross-functionally and support team learning.
• Adaptability and resilience in a dynamic, service-oriented environment.

Benefits

• Considerable Paid Time Off Plan
• Paid Holidays
• 401k Retirement Savings Plan with Society match
• Commuter Benefit Plan
• Comprehensive Health & Welfare Benefits including:
  • Medical
  • Dental
  • Vision
  • Flex Spending Accounts
  • Life Insurance
  • Disability Coverage
• Spring Health Membership offering free therapy and professional coaching, as well as additional voluntary benefit offerings

Pay

The estimated hiring compensation range for this role is $24.00 – $26.00 per hour. Final offers will be based on the candidate's geographic location, consider career experience, and may vary from this range due to these and other factors.