Cancer Information Specialist Jobs

At the American Cancer Society, we're leading the fight for a world without cancer. Our employees and 1.5 million volunteers are raising the bar every single day. We actively seek candidates from diverse backgrounds including communities of color, the LGBTQ community, veterans, and people with disabilities. The greater the diversity of our people, the better we can serve our communities.

Position Description

***This is a permanently remote position which can be home-based anywhere in the U.S.***

JOB SUMMARY

The Cancer Information Specialist (CIS) empowers cancer patients, their families, and caregivers through supportive discussion and the delivery of high-quality cancer related information. The CIS conducts an evaluation of stated and implied needs to further enhance the patient's ability to increase decision making and patient self-efficacy. The CIS assesses psycho-social stress and addresses opportunities for improving emotional needs throughout the cancer journey. The CIS further matches national and support resources leading to improved quality of life in the areas of prevention, detection, diagnosis, and treatment to survivorship. ACS patient programs are matched to patient's needs and offered as additional support. Inquiries are answered primarily by telephone, and there are limited opportunities to address inquiries via digital channels, such as social media, email, online chat, and video chat. The CIS demonstrates exceptional relationship building skills to develop trust and loyalty between callers and the American Cancer Society. This position is critical to the promotion and enhancement of the ACS Cancer Control mission, goals, and objectives.

MAJOR RESPONSIBILITIES

• Works to attain operational metrics while ensuring high quality call taking
• Connects patient to additional resources based on individual need
• Handles high volume patient related inbound calls, e-mails and chats, video chats to the National Cancer Information Center in a consistent and customer focused manner
• Responsibilities may include educating and referring to clinical trials matching services when appropriate.
• Handles all interactions with tact, courtesy, and empathy
• Always maintains a professional approach and demeanor with constituents and staff
• Reports problems related to callers, operations, telephone system and/or system hardware/software to appropriate resource
• Collects all data points required by organizational processes and policies
• Assesses the caller's emotional status and promotes psycho-social support resources, as needed
• Performs other duties as assigned
• Seeks opportunities to remain engaged with patient or caregiver throughout their cancer journey
• Updates constituent records
• Fulfills diagnosis and treatment related material orders
• Strives for first contact resolution
• Serves as a member of a specialized team, including specialists and nurses devoted to delivery of cancer information
• Identifies and evaluates constituent's needs and provides accurate information
• Maintains a cohesive team environment and utilizes coaching and feedback to improve performance
• Abides by ACS policies, procedures, and security requirements
• Maintains current knowledge of work-related processes and policies
• Takes ownership of constituent inquiries ensuring total constituent satisfaction

Position Requirements

FORMAL KNOWLEDGE

• One-year relevant experience in social work, patient services, public health or customer service preferred
• Bachelor's degree or equivalent experience, preferably in healthcare related field
• Contact center and/or work from home experience desirable

SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE

• Demonstrates the Society's cultural beliefs of integrity, compassion, courage, determination, and diversity.
• Must be a highly motivated self-starter with initiative and follow-through, with the ability to work in an extremely fast paced team environment with attention to detail
• Demonstrated written communication skills required
• Exposure to cancer information, medical terminology, social services, and non-profit health organizations preferred
• Typing proficiency of 40 WPM and ability to satisfactorily pass pre-hire technology assessment and training assessments.
• Comfortable making independent decisions, but willing to seek supervisory input when needed
• Strong verbal communication and listening skills required
• Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.)
• Bilingual skills (Spanish/English) desirable
• Strong interpersonal skills and ability to work effectively within a team environment
• Ability to adapt quickly to new technology and tools
• Strong customer service orientation
• Demonstrates ability to communicate with constituents through video chat technology while delivering high quality customer serve, answering questions, solving problems, and troubleshooting with the constituent as needed.

SPECIAL MENTAL OR PHYSICAL DEMANDS

• No or very limited physical effort required
• Flexible scheduling including working evenings, late night, overnight, weekends, holidays or travel when required.
• Work is conducted within a virtual Contact Center environment. Home office must meet privacy and internet requirements