Cancer Information Specialist - Remote

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

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

Position Requirements

FORMAL KNOWLEDGE

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

SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE

• Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.)
• Bilingual skills (Spanish/English) desirable
• Demonstrated written communication skills required
• Strong interpersonal skills and ability to work effectively within a team environment
• Demonstrates the Society's cultural beliefs of integrity, compassion, courage, determination, and diversity.
• 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.
• Comfortable making independent decisions, but willing to seek supervisory input when needed
• Strong verbal communication and listening 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.
• 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
• Strong customer service orientation
• Ability to adapt quickly to new technology and tools

SPECIAL MENTAL OR PHYSICAL DEMANDS

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

The starting rate for this role is $20.25. The final candidate's relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.
Position Requirements: