Cancer Support 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 Support Specialist (CSS) assists American Cancer Society constituents with requests for ACS programs & services, resources, material orders and a broad range of general inquiries. The CSS matches constituents to national resource support leading to improved quality of life for cancer patients who are referred or contact the Society. The CSS demonstrates exceptional relationship building skills to develop trust and loyalty between contacts and the American Cancer Society. This position is critical to the promotion and enhancement of the Society's mission, goals, and objectives.

MAJOR RESPONSIBILITIES

• Handles all interactions with tact, courtesy and empathy while assesses the contact's emotional status and promotes psycho-social support resources as needed
• Systematically researches options and provides patients, caregivers, healthcare professionals, students and members of community organization with information regarding ACS programs and services, other cancer-related resources, as well as general inquiries
• Strives for first contact resolution and skillfully provides process expectations to support overall customer experience
• Meets established performance management metrics and goals
• Abides by ACS policies, procedures, and security requirements
• Documents all data points in the customer relationship management database required by organizational processes and policies
• Develops and maintains strong working relationships with patients, field staff, volunteers, program partners and health care systems through courteous, timely and professional service
• Fulfills material orders
• Handles high volume of patient related and general constituent contacts in a consistent and customer focused manner ensuring total constituent satisfaction
• Maintains current knowledge of work-related processes and policies
• Reports problems related to constituents, operations, telephone system and/or system hardware/software to appropriate resource
• Coordinates ACS transportation, lodging and support programs to remove barriers to care and help patients complete treatment
• Utilizes software, databases and procedures appropriately
• Takes complete ownership of constituent inquiries, identifies, and evaluates constituent needs while providing an accurate and thorough information exchange
• Triages requests to internal groups and escalates complex issues to the appropriate knowledgeable resource
• Maintains a cohesive team environment and utilizes coaching and feedback to improve performance
• Performs other duties as assigned

Position Requirements

FORMAL KNOWLEDGE

• Contact center and/or customer service experience desirable
• Bachelor's degree or equivalent experience
• Work from home experience desirable

SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE

• Strong customer service orientation
• Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.)
• Demonstrates the Society's cultural beliefs of integrity, compassion, courage, determination and diversity
• Demonstrated written communication skills required
• Comfortable making independent decisions, but willing to seek supervisory input when needed
• Bilingual skills (Spanish/English) desirable
• Typing proficiency of 40 WPM and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
• Strong interpersonal skills and ability to work effectively within a team environment
• Strong verbal communication and listening skills required
• 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
• Ability to adapt quickly to new technology and tools

SPECIAL MENTAL OR PHYSICAL DEMANDS:

• No or very limited physical effort required
• Work is conducted within a virtual Contact Center environment
• Available to work evenings, late nights, weekends, holidays or travel when required