Spanish 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 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

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

Position Requirements

FORMAL KNOWLEDGE

• Bachelor's degree or equivalent experience, preferably in healthcare related field
• Contact center and/or work from home experience desirable
• 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
• One year experience utilizing bilingual English / Spanish skills in a contact center, social work, patient services or public health role strongly preferred

SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE

• Demonstrates Society's cultural beliefs of integrity, compassion, , courage, determination and diversity
• Ability to adapt quickly to new technology and tools
• Ability to perform Spanish and English language translation and interpretation skills
• Exposure to cancer information, medical terminology, social services, and non-profit health organizations preferred
• Comfortable making independent decisions, but willing to seek supervisory input when needed
• Strong verbal communication and listening skills required
• Demonstrated written communication skills required
• 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
• Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.)
• 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

SPECIAL MENTAL OR PHYSICAL DEMANDS

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

The starting rate for this role is $22.25. 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: