Job Summary
Specialist, Breast Care Helpline
Regular Full-Time
Remote, Remote, US
ID: 2283
About Susan G. Komen:
Susan G. Komen brings a 100% virtual working environment, and you can work anywhere within the U.S. We are a force united by a promise to end breast cancer forever. For over 30 years, we've led the way in funding groundbreaking research, community health initiatives, and advocacy programs in local communities across the U.S. and in more than 30 countries. Susan G. Komen is the ONLY organization that addresses breast cancer on multiple fronts such as research, community health, global outreach, and public policy initiatives in order to make the biggest impact against this disease.
Komen strives to have a culture of passionate, growth-minded professionals who thrive in a team environment, and work collaboratively to inspire greatness in others! We take an ongoing approach to ensure open communication from all levels throughout the organization. It's encouraged to give and receive feedback to ensure two-way accountability with a focus on continual improvement both personally and professionally!
What You'll Be Doing in the role of Specialist:
Using a social work model, the Specialist, Breast Care Helpline provides high-quality psychosocial support, education on a variety of breast cancer topics, and information on resources via phone calls/email/chat/text to anyone with questions or concerns about breast cancer, including patients, survivors, and their families. Working within a team of highly trained professionals, the Specialist plays a key role in supporting individuals who need immediate support in a virtual contact center environment. The Specialist assesses needs, proposes options, research, and screens potential community service providers to meet the assessed needs, provides resource referrals, and coaches individuals on how to use resources to address needs. Working with a diverse population, the Specialist will be challenged with a broad range of issues including financial needs, emotional well-being, access to care, medical decision-making, and support for caregivers and family.
The Komen Breast Care Helpline operates Monday - Friday, 9 AM to 10 PM EST with services provided in both English and Spanish. The Specialist will provide coverage, typically 3 days 9 AM - 5 PM EST and 2 days 1 PM - 10 PM EST. These hours may be modified in the future based on capacity and demand.
What You Will Bring to the Table:
Using a social work model, assess the psychosocial, emotional, and practical needs of those with breast health/cancer concerns to help identify and prioritize needs, plan, and coach for the next steps.
Provide education, psychosocial support, and information about local or other national resources based on need. Ensure integration of safe, accurate, consistent, evidence-based, culturally responsive breast cancer/health information in the delivery of patient services.
Provide education, information, coaching, and support to patients considering participation in clinical trials, including follow-up contacts.
Ensure integration of safe, accurate, consistent, evidence-based, culturally responsive breast cancer and breast health information throughout the delivery of patient services.
Use client relationship management software (Salesforce) to manage and document client caller interventions.
Comply with escalation protocol when identifying and handling crisis situations in partnership with the Clinical Supervisor, Breast Care Helpline.
Adhere to the processes, policies, and procedures of the program, including the protection of personal health information.
Document unmet needs to assist in the identification of gaps in services that can be addressed through Komen Care Services.
Keep current on breast cancer information and advances, Komen activities, etc. by attending meetings, participating in regularly scheduled in-service training programs, reading publications and announcements, and actively seeking and sharing information with the team.
Promote and demonstrate appropriate person-centered service, with respect for cultural diversity and cultural responsiveness among coworkers and all work-related contacts.
All other duties as assigned.
We Already Know You Will Also Have:
Minimum of 2 years experience in counseling, oncology social work, case management, or resource navigation ideally in a call-center environment.
A clear and distinct speaking voice, accompanied by excellent oral and written interpersonal, communication, and customer service skills - demonstrating cultural awareness and sensitivity.
Ability to actively listen, demonstrate empathy, establish rapport and gather, organize, compile, and present information effectively through a variety of mediums.
Computer proficiency in database, internet, and word processing programs.
An openness to feedback and coaching from the team supervisor and director.
Ability to interact respectfully and effectively with difficult callers and situations.
Ability to consistently learn and demonstrate knowledge of breast cancer and Komen services.
Thrive in a fast-paced purpose-driven contact center environment.
Flexible to work evenings on a variable schedule.
Bachelor's Degree: health and human service disciplines such as public health, nursing, social work, and human services, OR an equivalent combination of education and experience.
Preferred experience includes:
Experience in social work or health-related environments.
Experience and/or knowledge of breast cancer
Experience and/or knowledge of clinical trials.
Experience with Salesforce or other client relationship database(s).
Komen Affiliate experience.
MSW degree
Fluency in spoken and written Spanish.
So what's in it for you?
Komen believes in the importance of taking care of our employees so that in turn they can be committed to supporting our critical mission to support those impacted by breast cancer and to help find cures. That is what Komen provides away from the computer:
Competitive salary $45K - $55K, exact compensation may vary based on skills, experience, and location.
Health, dental, vision, and retirement plan with a 6% employer match
Generous Paid Time Off Plan
Flexible work arrangement in a fully remote working environment
Bi-weekly work-from-home stipend
Parental leave
Tuition Reimbursement
A culture of learning and development
And so much more!
Susan G. Komen is fair and equal in all of its employment practices for persons without regard to age, race, color, religion, gender, national origin, disability, veteran status, or sexual orientation. Additionally, we embrace Diverse Teams & Perspectives and we find strength in the diversity of cultural backgrounds, ideas, and experiences.
