Spanish Support 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 Spanish Support Specialist (SSS) empowers Spanish speaking cancer patients, their families, and caregivers through supportive discussion and the delivery of high quality cancer related information. The SSS conducts an evaluation of stated and implied needs to further enhance the patient's ability to increase decision making and patient self-efficacy. The SSS assesses psycho-social stress and addresses opportunities for improving emotional needs throughout the cancer journey. The SSS utilizes impartial interpretation skills while accurately and effectively translating all necessary information in Spanish and English.

The role of the SSS is also to assist cancer patients in achieving the best possible health outcome by facilitating access to American Cancer Society patient programs as well as community resources to assist with cancer-related needs such as transportation, lodging, and support. The goal of the Specialist is to help patients overcome barriers to cancer treatment and improve quality of life. Develops and maintains strong working relationships with field staff, volunteers, and health care systems. SSS demonstrates exceptional relationship building skills to develop trust and loyalty between callers and the American Cancer Society.

Lastly, the SSS responds to a broad range of inquiries that may include cancer prevention and early detection information, requests for community resources, material orders and a variety of other topics related to the American Cancer Society's work.

This position is critical to the promotion and enhancement of the Society's mission, goals, and objectives.

MAJOR RESPONSIBILITIES

• Systematically researches options and provides patients, caregivers and families with information regarding ACS programs and services, and other cancer-related resources using approved data sources
• Performs other duties as assigned
• Role combines the responsibilities of the Cancer Support Specialist and Cancer Information Specialist positions
• Maintains current knowledge of work related processes and policies
• Handles high volume of patient related and general constituent inbound calls to the National Cancer Information Center in a consistent and customer focused manner
• Reports problems related to callers, operations, telephone system and/or systemhardware/software to appropriate resource
• Strives for first call resolution and skillfully provides process expectations to support overall customer experience
• Documents all data points in the customer relationship management database required by organizational processes and policies
• Seeks opportunities to promote information, programs, and services available through ACS to assist patient or caregiver throughout their cancer journey
• Identifies and evaluates constituent's needs and provides accurate information
• Assesses the caller's emotional status and promotes psycho-social support resources, as needed
• Handles all interactions with tact, courtesy and empathy while assesses the contact's emotional status and promotes psycho-social support resources as needed
• Works to attain operational metrics while ensuring high quality call taking
• Maintains professional approach and demeanor with constituents at all times
• Triages requests to internal groups and escalates complex issues to the appropriate knowledgeable resource
• Precisely and accurately interprets critical cancer information into equivalent terminology in the patient's native language.
• Takes complete ownership of constituent inquiries, identifies and evaluates constituent needs while providing an accurate and thorough information exchange
• Connects patients and other constituents to additional resources based on individual need
• Will read content, including complex medical content, in English and translate it in the moment into a Spanish language conversation
• Must be able to navigate between English and Spanish conversations call-to-call
• Helps patients complete treatment protocol by removing barriers to care and connecting to appropriate transportation, lodging and other resources
• Develops and maintains strong working relationships with patients, field staff, volunteers, program partners and health care systems through courteous, timely and professional service
• Utilizes software, databases and procedures appropriately
• Abides by ACS policies, procedures, and security requirements
• Meets established performance management metrics and goals
• Fulfills diagnosis and treatment related material orders, as well as prevention and early detection and general information material requests
• Maintains a cohesive team environment and utilizes coaching and feedback to improve performance.

Position Requirements

FORMAL KNOWLEDGE

• One year experience utilizing bilingual English / Spanish skills in a contact center, social work, patient services or public health role strongly preferred
• Contact center and/or work from home experience desirable
• Bachelor's degree or equivalent experience, preferably in healthcare related field
• Written and verbal language proficiency required in Spanish and English
• Ability to translate medical information accurately and effectively in Spanish and English with impartial interpretation skills

SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE

• Comfortable making independent decisions, but willing to seek supervisory input when needed
• Demonstrated written communication 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
• Exposure to cancer information, medical terminology, social services, and non-profit health organizations preferred
• Ability to adapt quickly to new technology and tools
• Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.)
• Strong customer service orientation
• Ability to perform Spanish and English language translation and interpretation skills
• Demonstrates Society's cultural beliefs of integrity, compassion, , courage, determination and diversity
• Strong interpersonal skills and ability to work effectively within a team environment
• Typing proficiency of 40 WPM and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
• Strong verbal communication and listening skills required

SPECIAL MENTAL OR PHYSICAL DEMANDS

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