Description:
Patient Service Center, Navigator Fulltime and Part-time hours available.
Job Summary:
To ensure all Patient Service Center responds in a caring and efficient way to the needs of all referred patients and constituents. Responsible for meeting the goals and objectives established in your individual Performance Achievement Communication Tool.
Essential Duties and Responsibilities:
Handles a high volume of calls and Service Requests (SRs) to and from the Patient Service Center.
Listens actively to callers' needs with empathy, courtesy and tact with efficient follow through.
Systematically and thoroughly researches, and effectively communicates all options and resources for callers.
Meets all quality control standards.
Flexibility to balance patient need with call volume.
Captures complete caller/patient information in constituent database.
Conducts needs assessment and refers to Connection to identify referrals and scheduling options.
Develops professional relationships with referral sources and volunteers
Follows up on calls/correspondence to all customers and case management systems for cancer patients.
Refers complex calls to Director and/or Regional staff.
Follows up on calls/correspondence to all customers and Navigation process for cancer patients.
Systematically researches options and resources for callers.
Work in a team environment; develop good relationships with Field staff, volunteers and National Call Center Staff.
Performs other duties as assigned.
Work with volunteers for the distribution of literature and materials.
Performs the priority activities as described by the current year’s performance management guidelines. This will include: individual goals and objectives, personal development and improvement, cultural objectives, and team success
Contacts and Relationships:
Reports to Director of Patient Call Center
Qualifications:
BA degree strongly preferred, and one to three years of experience, or an equivalent combination of education and experience.
Experience with medical terminology, social services programs or non-profit health organizations desirable
Bi-lingual (English-Spanish preferred)
Demonstrated enthusiastic self-starter with the ability to use sound judgment and work in a fast paced environment.
Ability to handle multiple priorities, project management, problem solving and needs assessment,
Ability to build relationships with a diverse population
Excellent interpersonal, written, verbal communication skills.
Prior experience in call-center desirable
Ability to work independently and in a team environment.
Ability to think independently and research options and resources for callers.
Excellent interpersonal, written, and verbal communication skills.
Strong computer literacy including familiarity with standard business software required and experience with service ticket and customer records applications a plus.
Committed to the mission and goals of the ACS
Preferences:
Prior experience in call center environment
Special Work Requirements:
Hours: Vary.
Languages: Bilingual – English/Spanish/Mandarin/Cantonese and other languages.
Limited Division travel including overnight.
Must be able to certify oneself tobacco free.
Availability to attend evening meetings, travel for centralized training, and participate in all ACS events as required.
Multi-lingual strongly considered.
If intetested, please email your resume and cover letter to EASTAFF.RECRUITER@CANCER.ORG
Attention: Evan Guzman - Sr. Director of Talent Acquisition |
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