197 applicants

Company

American Cancer Society · 5 hours ago

Cancer Support Specialist - Remote

San Antonio, TX

Full-time

Remote

Entry Level

$19.50/hr - $19.50/hr

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Responsibilities

Handles high volume of patient related and general constituent contacts in a consistent and customer focused manner ensuring total constituent satisfaction.

Takes complete ownership of constituent inquiries, identifies, and evaluates constituent needs while providing an accurate and thorough information exchange.

Systematically researches options and provides patients, caregivers, healthcare professionals, students and members of community organization with information regarding ACS programs and services, other cancer-related resources, as well as general inquiries.

Develops and maintains strong working relationships with patients, field staff, volunteers, program partners and health care systems through courteous, timely and professional service.

Documents all data points in the customer relationship management database required by organizational processes and policies Strives for first contact resolution and skillfully provides process expectations to support overall customer experience.

Coordinates ACS transportation, lodging and support programs to remove barriers to care and help patients' complete treatment.

Triages requests to internal groups and escalates complex issues to the appropriate knowledgeable resource.

Fulfills material orders through ACS internal CRM and/or external partner tools.

Utilizes software, databases and procedures appropriately.

Meets established performance management metrics and goals.

Handles all interactions with tact, courtesy and empathy while assesses the contact's emotional status and promotes psycho-social support resources as needed.

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 constituents, operations, telephone system and/or system hardware/software to appropriate resource.

Abides by ACS policies, procedures, and security requirements Performs other duties as assigned.

Qualification

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Customer service orientationBilingual (Spanish/English)Microsoft OfficeTyping proficiency (40 WPM)Adaptability to technology

Required

Bachelor's degree or equivalent experience.

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.

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.

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 a 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.