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.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.

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

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

FORMAL KNOWLEDGE
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 Contact center and/or work from home experience desirable

SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE

• Strong verbal communication and listening skills required.
• Demonstrated written communication skills required.
• 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.
• 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.).
• Typing proficiency of 40 WPM and ability to satisfactorily pass pre-hire technology assessment and training assessments.
• Comfortable making independent decisions, but willing to seek supervisory input when needed.
• Demonstrates the Society's cultural beliefs of integrity, compassion, courage, determination, and diversity.

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

The starting rate is $21.25 (Hawaii). 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.

The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.