Our work is important. And so are the people doing it. The people who work at the American Cancer Society focus their diverse talents on our singular mission: to end the pain and suffering of cancer. It is a calling. And the people who answer it are fulfilled. We value our employees and nearly 2.5 million volunteers around the globe that have stood with us through the years, and we will not rest until the fight is won. And that day is drawing nearer.
Areas of Responsibility:
- Assists 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. Develops and maintains strong working relationships with field staff, volunteers, and health care systems.
- The PRS matches national and local resource support leading to improve quality of life for cancer patients who are referred or contact the Society.
- The PRS 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.
- Handles high volume patient related inbound and/or outbound contacts in a consistent and customer focused manner• Develops and maintains strong working relationships with patients, field staff, volunteers, and health care systems
- Responsibilities may include providing health insurance assistance and resource or program information• Helps patients complete treatment protocol by removing barriers to care and connecting to appropriate transportation, lodging and other resources
- Systematically researches options and provides patients, caregivers and families with information regarding ACS programs and services, and other local and national cancer-related resources using approved data sources
- Coordinates ACS transportation, lodging and support programs
- Provides courteous, timely and professional service to all internal and external customers/constituents, including patients, survivors, caregivers, health care professionals, volunteers and field staff partners
- Captures complete patient information and documents interaction in the constituent database, including identification and documentation of unmet needs
- Escalates complex issues to the appropriate knowledgeable resource• Meets established quality and productivity goals
- Assesses the caller’s emotional status and promotes psycho-social support resources, as needed
- Strives for first contact resolution
- Takes ownership of constituent inquiries ensuring total constituent satisfaction
- Maintains current knowledge of work related processes and policies
- Maintains a cohesive team environment and utilizes coaching and feedback to improve performance
- Reports problems related to callers, operations, telephone system and/or systemhardware/software to appropriate resource
- Abides by ACS policies, procedures, and security requirements• Performs other duties as assigned
Skills/Experience:
Demonstrates NCIC Mission Delivery Competencies:
- Being resilient - Rebounds from setbacks and adversity when facing difficult situations.
- Communicates effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Customer focus - Builds strong customer relationships and delivering customer-centric solutions.
- Decision quality - Makes good and timely decisions that keep the organization moving forward.
- Ensures accountability - Holds self and others accountable to meet commitments
- Interpersonal savvy - Relates openly and comfortably with diverse groups of people.
Other Skills:
- Contact center and/or customer service experience desirable
- Strong verbal communication and listening skills required
- Demonstrated written communication skills required
- Strong interpersonal skills and ability to work effectively within a team environment
- Strong customer service orientation
- Bilingual skills (Spanish/English) desirable
- 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.)
- Comfortable making independent decisions, but willing to seek supervisory input when needed
- Demonstrates core values of compassion, respect, empowerment, stewardship, and trustworthiness
- Comfortable making independent decisions, but willing to seek supervisory input when needed
- Demonstrates core values of compassion, respect, empowerment, stewardship, and trustworthiness
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 4 2018
Active Until:
Feb 4 2018
Hiring Organization:
American Cancer Society
industry:
Nonprofit