San Francisco, California, United States
Customer Service Representative
Data Analyst
Senior Editor
Interactive Designer
Washington, D.C., United States
Manager, OPHTHPAC and Congressional Affairs
Director, Congressional Affairs
Customer Service Representative
Location: San Francisco, California, United States
The Customer Service Representative is part of a team that handles inquiries and requests from members and customers via telephone, email, mail, fax or in person. The Customer Service Representative serves as a primary point of contact for the Academy and facilitates and resolves issues and/or complaints to ensure consistent customer satisfaction. The position, in collaboration with other members of the team, is responsible for acquiring information about products and services to ensure exceptional customer service and adherence to the Academy’s gold standard level of service to its members and customers.
Responsibilities:
- Provide customer support via telephone, email or in person with routine inquiries including Academy products and services, order taking, accurate maintenance of database records, meeting registrations, receipts, and general resolution of customer problems.
- As technical support tier one, verify, replicate, and document reported issues with online products, services, and website. Notify appropriate teams within the Academy to ensure swift resolution. Monitor issues reported for closure. Identify recurring data integrity problems that result in customer service issues, and work with team to resolve.
- During core system conversions/upgrades or the introduction of major operational software, assist in the testing of the applications. Document discrepancies appropriately.
- Evaluate incoming phone calls and emails with the objective of one-call/email resolution; when the issue is beyond the representative’s knowledge, escalates to assigned specialist or other appropriate staff.
- Service meeting registration orders and support virtual attendees with navigation assistance of the virtual meeting platform.
- Staff the Store/Resource Center at the Academy’s annual conference.
- Perform other duties and tasks as assigned.
Skills and Experience:
- Knowledge of customer service techniques, strategies and approaches.
- Familiarity with ACD/contact center software and Personify or other customer relationship management database.
- Excellent communication skills, including active listening.
- Ability to write email messages with clear step-by-step instructions and professionally address complaints.
- Problem-solving skills and the ability to research and resolve issues independently.
- Proficiency with Microsoft Office Suite (Word, Excel, and Outlook).
- Accuracy with high volume data entry, including 10 key by touch.
- Ability to interpret financial history of order transactions.
- Work independently with little or no supervision, ability to multitask and work in a fast-paced environment.
- Demonstrated ability to manage and maintain sensitive data with accuracy and thoroughness.
Requirements
- Hybrid work model, in office three days a week.
- Ability to travel and staff the Academy’s annual meeting is required for this position.
To apply, send your resume to jobs@aao.org.
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Data Analyst
Location: San Francisco, California, United States
The IRIS Registry Data Analyst is responsible for implementing a critical function of the IRIS Registry: the execution of big data analytics and research to support a multimillion patient, longitudinal database derived from electronic health records. This individual is responsible for becoming an expert on a technology framework for the storage and extraction, loading, and transformation (ETL) of big data from the IRIS Registry, and the use of analytic tools both within and outside of the technology framework, such as SAS, SQL, R, Python, and Amazon Web Services. The Data Analyst will be responsible for the development and execution of partnerships with leading research institutions, big data analysis including but not limited to internal and external dashboards, statistical analyses, and ad-hoc analyses.
This is a full-time with benefits, term limited project-based position until 10/23/2023 with the possibility of being extended.
Responsibilities:
- Performance of internal data analytic projects, programming and statistical analysis, communicating the stakeholders and assuring the quality and integrity of the final products.
- Work with the Analytics and Research Task Force and staff to develop feasibility and resource estimates and to produce deliverables for external data analytic projects.
- Vendor management – communicating expectations, providing feedback and monitoring of the contractual responsibilities with external data analytic organizations and with the registry data vendor.
- Attending meetings and conferences, and incorporating innovations and efficiencies in big data analyses.
- Database Quality Control: Use analytics to inform insights about IRIS data quality and use background of medical data knowledge to efficiently diagnose and creatively solve data quality issues. Negotiate actionable steps to take with the IRIS Registry’s data vendor to address any and all data quality problems
Requirements:
- Knowledge about statistics, data analytics and clinical research study methodology.
- Knowledge about clinical data registries.
- Some knowledge about electronic health record databases and structures.
- Knowledge and experience in data analysis, reporting and analytic software: SQL is essential (PostgreSQL, MSSQL, Redshift), along with SAS (and SAS/SQL), R, or Python/pandas.
- Knowledge about Linux command line.
- Knowledge and experience with version control such as git, Github, and Bitbucket.
- Knowledge of data visualization and presentation skills to effectively communicate data insights.
- Experience with relational databases and data lake environments, including AWS.
- Excellent written communication skills.
- Ability to analyze problems and develop solutions.
- Experience in facilitating and/or leading analytic projects, with project management skills.
- Experience with health services research or population health studies for data collection, analysis and interpretation.
- Experience with health coding systems, such as ICD 9/10, CPT, SNOMED, LOINC, NDC, RxNorm, GPI.
- Interpersonal and managerial skills.
- Team management skills and ability to serve as leader for complex and cross-divisional efforts.
- Ability to work effectively with outside vendors and internal and external stakeholders.
- Creative, analytic approach to issues.
- Ability to work independently or in a team setting.
- Clear expression of ideas and concerns orally and in writing.
- Ability to employ active listening and critical thinking skills.
- Demonstrated ability to adapt to changing project and strategic requirements, including multi-tasking and shifting priorities to complete quick-turnaround projects.
- B.A. or B.S. required - Masters degree in statistics, big data analytics is a plus.
- Formal coursework and experience in statistics and statistical programming.
- Experience in health/medical association management or health care environment a plus.
- Knowledge of or experience working with medical code systems (ICD diagnosis codes, CPT procedure codes, medication codes) is a plus.
- Other programming knowledge (Power BI/Tableau for data visualizations, experience with Amazon S3, etc.) is a plus.
To apply, send your resume to jobs@aao.org.
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Senior Editor
Location: San Francisco, California, United States
You will provide credible and clinically useful content for the Academy’s monthly newsmagazine (EyeNet) and for related print and online publications. The position’s major function is to produce several substantial clinical articles for each monthly issue of EyeNet, which entails researching, assigning, editing, and writing (as needed). The senior editor also develops, writes, and edits articles for EyeNet’s Annual Meeting publications (a tabloid, published ahead of the meeting, and an onsite daily e-blast) and manages the editorial aspects of revenue-bearing supplemental projects as needed.
Responsibilities:
- Assign stories to contract writers. Identify newsworthy ophthalmic topics and develop assignment notes that provide guidance, references, and interview sources to freelance writers so that they can deliver manuscripts that meet EyeNet standards. Three or more assignments are required per month. Related responsibilities include:
- Direct and supervise contract writers on assignment.
- Keep informed of developments in ophthalmic research and treatments through major ophthalmic journals, Academy resources, annual meeting courses, and online resources.
- Maintain reservoir of story ideas.
- Consult with EyeNet’s editorial board members on the utility and relevance of new story ideas.
- Take manuscripts through each stage of editing and production. This includes:
- Query physicians and perform further research as necessary to resolve issues that arise during editing and production of articles.
- Write headlines, decks, subheads, lead-ins, captions, and coverlines for monthly articles.
- Obtain photographs or other artwork for each story, whether directly from the interviewees or through independent picture research. When appropriate, procure videos/slideshows to supplement online edition of EyeNet.
- Obtain copyright permissions/licensing and model releases as needed.
- Substantive editing. Critical assessment of manuscripts for medical and factual accuracy (medical editing and fact checking), as well as for structure and flow (restructuring and/or rewriting as necessary). A solid understanding of the content—or the ability to do the necessary research to gain an understanding using the resources mentioned above—is imperative.
- Line editing and more. Manuscripts require line editing, copy editing, proofreading, copy fitting, and trafficking through all stages, from initial review to production and publication, inclusive of final book and bluelines. Related responsibilities include:
- Top editing. Review, provide feedback on, and proofread articles controlled by your fellow EyeNet editors to help maintain a high level of editorial quality throughout the magazine. (Your articles will also undergo top editing by the other EyeNet editors.)
- Optionally, write news or Journal Highlights briefs monthly. This requires a familiarity with many aspects of ophthalmology, inclusive of highly technical areas such as artificial intelligence, gene therapy, and statistics.
- For selected physician-authored departments, maintain ongoing communication and coordination with authors to help them develop clinically useful and timely stories.
- For the annual meeting tabloid publication, assign, edit, and write (as needed) several sections. As part of annual meeting e-blast team, contribute news stories for all four days onsite at the annual meeting.
- Keep informed of developments in medical publishing, including introducing style updates as appropriate.
- With EyeNet team, strategize, plan, and implement new magazine sections and/or ancillary products on an as-needed basis.
Requirements:
- Must have five or more years of magazine editing experience. Experience in a medical/ophthalmology/association publishing setting is helpful.
- Bachelor’s degree in biology, science, English, or journalism or equivalent experience.
- Deliver high-quality content under strict time constraints and juggle many projects simultaneously.
- Synthesize complex, technical information from a variety of sometimes conflicting sources to produce clear, well-organized, accurate articles.
- Working knowledge of wide range of medical reference resources, including PubMed. Google Scholar, and ClinicalTrials.gov.
- Familiarity with terminology and principles of ophthalmic medicine and surgery, eye anatomy, and physiology.
- Knowledge of AP and AMA styles.
- General understanding of the U.S. health care system, governmental health agencies, regulatory process, and the pharmaceutical industry is helpful.
- Computer skills, including Microsoft Office, Outlook, Adobe Acrobat Professional, Adobe Photoshop.
- Ability to travel—for example, to/from the Academy’s Annual Meeting (an approximately six-day trip); other travel is possible, as required.
- Remote schedule—with manager approval, this position is eligible for up to 5 remote workdays/week. Those who live in the Bay Area would be required to come to the office one or more days/week.
- Current COVID vaccination is required.
To apply, send your resume to jobs@aao.org.
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Interactive Designer
Location: San Francisco, California, United States
The American Academy of Ophthalmology is looking for an experienced hybrid talent, with design, animation, and coding skills. This unique position will play significant role in the development of interactive learning activities, animated medical illustrations, simulations, and web design solutions required to meet the educational and marketing needs of the organization, with emphasis on continuing medical education and e-learning content designed for ophthalmologists and other health care professionals.
This position’s responsibilities include partnering with subject matter experts (volunteer physicians) and other key stakeholders to create detailed, engaging e-learning content and resources, through innovative, interactive digital experiences. The job requires the ability to translate specialized medical subject matter into instructional content, through a process of medical illustrations, storyboarding, web and usability design, and development of animations and multimedia.
This position requires experience in the production of interactive media, using medical illustrations, 2D-graphics, and animations, and the ability to collaborate with a wide range of internal and external partners. The ideal candidate will have significant skills in digital Illustration, visual design, HTML, CSS, JavaScript, XML, work experience in healthcare, medical, science or technical fields, and exposure to tools such as Adobe Creative Suite (Dreamweaver, Photoshop, Illustrator, Animate, InDesign), Microsoft Office 365, audio and video editing (Final Cut Pro and/or Premiere), and eLearning authoring tools (Articulate Storyline, Adobe Captivate).
What You'll Do:
Interactive Development
- Design interactive and e-learning activities including animations, games, medical simulators, e-learning modules, and online courses.
- Build interactive activities and simulations from beginning to end using game development programming languages such as HTML, CSS and JavaScript.
- Communicate with volunteer physicians during all stages of development using storyboards, wireframes, and prototypes.
Quality Assurance/Technical Support
- Assure quality of digital products and apps (i.e., iOS, Android, or Web Application) before launch and release.
- Provide technical support to department staff with content management system and products.
Digital Movie Editing
- Edit video and audio as assigned.
Other:
- Support emerging technology projects or any new funded project as assigned by manager.
- Remain current with technology, tools, trends, and software/platform advances.
What You’ll Bring (Qualifications)
- Bachelor’s degree in Communication Arts, Interactive Design or related field
- 3+ years of illustration/animation and interactive multimedia development, preferably in science or medical sector
- 2+ years of hands-on experience in creating interactive learning games and/or simulations; working knowledge of basic front-end languages such as HTML5, CSS, JavaScript, and XML
- Strong interactive design portfolio
- Professional written and verbal skills
Preferred Knowledge, Skills and Abilities
- Ability to design high-quality interactive and web products using Illustrator, Photoshop, Animate, Dreamweaver, and other Adobe tools
- Ability to develop e-learning activities (web games and simulations) from start to finish using JavaScript, HTML, CSS, and other programming languages
- Ability to create advanced storyboards, mockups, and wireframes
- Ability to develop content suitable for mobile platforms or mobile application development
- Ability to produce content in reusable learning objects
- Knowledge of web services and mobile technologies
- Knowledge of project management principles
- Previous experience with medical content or in healthcare industry highly desired
- Knowledge of 3D, augmented reality, and/or virtual reality development highly desired
Work Requirements
- Travel to/from Academy annual meeting, approximately 5-7 days/annual; other travel is possible, as required
- Eligible to work remotely (with manager approval), up to 3 days per week
Sample Projects:
- Animated Illustrations/eLearning Games
- Simulator
To apply, send your resume to jobs@aao.org.
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Manager, OPHTHPAC and Congressional Affairs
Location: Washington, D.C., United States
The American Academy of Ophthalmology is searching for a Manager, OPHTHPAC and Congressional Affairs. In collaboration with the Director of Congressional Affairs, the manager develops and implements fundraising strategies to impact federal legislation and advance the strategic goals of the Academy’s legislative agenda. The manager also lobbies members of Congress and their staff to advance priorities of the Academy and the practice of ophthalmology.
Responsibilities:
Fundraising
- Raise $2 million/cycle for the PAC
- Manages annual OPHTHPAC fundraising plans and execution, including management of the OPHTHPAC Committee, and coordinating their peer-to-peer fundraising efforts at the Annual Meeting and Mid-Year Forum (daily)
- Implements new strategies to grow member participation in OPHTHPAC (weekly)
- Develops and implements fundraising communications (weekly)
PAC Management
- Manages OPHTHPAC day-to-day activities, including PAC management and operation, event tracking and planning (daily)
- Supervises paid vendors to ensure quality control and cost control (daily)
- Analyzes contribution data of OPHTHPAC as well as other PACs within our “peer group” and forecasts performance (daily)
- Provides support to OPHTHPAC Committee chairman and members (daily)
- Organizes OPHTHPAC Committee calls, meetings and retreats in collaboration with Director of Congressional Affairs and Grassroots Specialist (weekly)
- Supervises legislative/political intern (weekly)
PAC Disbursements
- Manages annual PAC disbursements to Members of Congress and federal candidates and ensures compliance with Federal Election Commission regulations (weekly)
- Interviews candidates and provides in-depth political evaluation (weekly)
- Tracks election information and provides government affairs staff with updates throughout the election cycle (weekly)
- Manages Academy’s independent expenditure program with decision-making authority on IE messaging (weekly)
- Works with Grassroots Specialist to coordinate PAC and grassroots activities, including coordinating the delivery of PAC contributions to Academy members to ensure timely delivery of contributions to members of Congress and candidates (weekly)
- Works with Director of Congressional Affairs to leverage PAC contributions (weekly)
Congressional Relationship Building
- Develops and maintains relationships with Academy-supported candidates elected to Congress, including representing Academy at fundraising events to foster relationship building activities (weekly)
- Lobbies members of Congress and their staffs to advance the legislative priorities of the Academy (weekly)
- Works with Vice President of Governmental Affairs, Director of Congressional Affairs and Academy leaders to develop Academy positions on legislative initiatives (weekly)
- Monitors federal legislative activities to determine impact on practice of ophthalmology (weekly)
- Performs other responsibilities as assigned by Director of Congressional Affairs (weekly)
Communications
- Assists in updating OPHTHPAC portion of advocacy website (weekly)
- Contributes articles to Washington Report Express and other Academy publications, including social media outlets (weekly)
Requirements:
- Knowledge of the legislative process, Capitol Hill and grassroots advocacy, including compliance issues and grassroots strategies.
- Knowledge of American politics, political parties, federal election laws and individual congressional races.
- Knowledge of PAC fundraising, federal election laws, compliance, and fundraising strategies.
- Ability to analyze contribution receipts, forecast performance to ensure FEC compliance and adjust as needed in our solicitation process to ensure goals are met.
- Strong interpersonal and relationship building skills to effectively monitor and evaluate the performance of paid vendors and speakers to ensure quality control and cost control.
- Ability to evaluate the performance of accounting department staff to ensure legal compliance and member satisfaction with PAC receipts and disbursements.
- Strong ability in database management.
- Skilled in industry-specific PAC and grassroots software programs.
- Skilled at Word, Excel, PowerPoint and Internet searches.
- Ability in issue management, financial management, superior oral and written communications skills and creative problem solving.
- Strong ability to manage the work of Academy committee to achieve consensus and to establish priorities and goals toward the advancement of the Academy’s legislative agenda.
- Ability to develop and implement annual strategic fundraising plans for OPHTHPAC.
- Ability to develop annual strategic grassroots plan and create effectively
- Ability to convey concepts clearly and write effectively for each of the various publication styles, including issue papers, web pages, newsletters, advocacy action alerts, fundraising appeals, year-end reports, event promotions, advertising copy and others.
- Ability to oversee multiple high priority projects.
- Minimum of a bachelor’s degree in political science or equivalent.
- Strong organizational ability and attention to detail necessary to perform job.
- Ability to handle confidential information.
To apply, send your resume to jobs@aao.org.
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Director, Congressional Affairs
Location: Washington, D.C., United States
The American Academy of Ophthalmology is looking for a Director, Congressional Affairs. You will direct the advancement of the Academy’s federal legislative priorities by developing and implementing strategies through direct federal lobbying; fundraising for [RH1][Office2]the Academy’s political action committee (OPHTHPAC), grassroots engagement, member relations, communications and coalitions. Leverages OPHTHPAC’s congressional relationships to advance the Academy’s regulatory priorities with federal agencies such as the Department of Health and Human Services and the Centers for Medicare & Medicaid Services.
Responsibilities:
- Provides strategic leadership and oversight of advocacy and government relations activities; Responsible for the formulation and execution of federal advocacy agenda to advance the legislative and regulatory priorities of the Academy and the practice of ophthalmology. Makes recommendations for Academy leadership consideration, strategizing with the Academy’s Director of Public Health Advocacy, Director of Health Policy, and Vice President of Governmental Affairs. Communicates policy agenda and engages the membership in advocacy.
- Takes initiative to develop and maintain effective working relationships with members of Congress (and their staffs), other key stakeholders in Congress and in the Executive Branch/federal agencies to communicate policy positions, build champions and advance Academy priorities.
- Supervises lobbying, and grassroots activities and staff, PAC fundraising activities and staff with a goal to raise $2 million per election cycle; Supports the OPHTHPAC Committee and Federal Secretariat; Oversees Political Affairs Department budget and action plans.
- Develops Academy’s OPHTHPAC spending strategy to enhance the Academy’s relationships and advance priorities.
- Supervises day-to-day management of outside consultants and builds coalitions with external partners with common goals and objectives to advance Academy priorities.
Requirements:
- Lobbying experience is mandatory; political experience on the Hill or with electoral campaigns; successful fundraising experience and the ability to manage disbursements; thorough understanding of legislative and regulatory processes, grassroots advocacy, federal campaigns, fundraising, federal election law and compliance and political atmosphere; strong experience in the Senate or building relationships with Senators (a plus)
- Experience supervising direct reports is preferred; experience with independent expenditures is a plus; knowledge of health care policy and ophthalmology issues is helpful but not necessary
- Strong writing, interpersonal and relationship building skills to effectively communicate and promote Academy positions and priorities to a wide range of constituencies; ability to independently anticipate and address adverse and positive developments, conceive and formulate recommendations to Academy decision makers, independently build relationships and coalitions among a variety of constituencies; ability to analyze impact of policies on membership and successfully develop strategies; ability to analyze political trends and identify political opportunities to advance our position
- Bachelor’s degree
- Travel required
To apply, send your resume to jobs@aao.org.
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