Spanish Support Specialist - Remote (Customer Service)

This is a full time permanent remote opportunity which can be home-based anywhere in the U.S

Start Date: March 25th, 2024.

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

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

SPECIALIZED TRAINING OR KNOWLEDGE

• Strong verbal communication and listening skills required.
• Demonstrated written communication skills required.
• Ability to perform Spanish and English language translation and interpretation skills.
• 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.
• 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 a pre-hire technology assessment and training assessments.
• Comfortable making independent decisions, but willing to seek supervisory input when needed.
• Demonstrates 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.
• None or very limited physical effort required.
• Flexible scheduling including working evenings, late nights, weekends, holidays or travel when required.

The starting rate is $22.25. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Available schedules:

• Monday - Friday - 11:00 AM - 7:00 PM (30 min lunch) or 10:30 AM 7:00 PM (60 min lunch)

Job Type: Full-time

Pay: From $22.25 per hour

Expected hours: 7.5 per week

Work setting:

• Call center
• Remote

Work Location: Remote