Case Manager

Pancreatic Cancer Action Network•El Segundo, CA

22d•Hybrid

About The Position

The Case Manager is a public-facing member of the Help Line team and plays a crucial part in the objective of improving pancreatic cancer patient outcomes. The Case Manager is an advocate for those affected by the disease, and provides holistic support by educating, and connecting constituents to quality up-to-date information, referrals to programs, clinical initiatives, and various community resources. The Case Manager helps patients, families, medical professionals, and caregivers steer through the healthcare system, diagnosis, treatments/ therapies, and overall care. Onboarding for this role typically lasts 90 days, and during this time, the Case Manager is considered a trainee and in a probationary status. Training for a Help Line Case Manager is comprehensive, and consists of coursework, shadowing, role-playing, quality assessments, and other training exercises. Successful completion of Case Manager onboarding (e.g. training and certification) and the probationary period results in an additional pay rate incentive determined at PanCAN’s discretion. Telecommuting and in-office options are available for this position, dependent on location. Employees utilizing telecommuting options must have a safe, secure, and quiet workspace free from noise and distraction typically within their home, or other approved location. Equipment, software, training, and supplies necessary to perform the functions of this role are provided by PanCAN.

Requirements

Bachelor's degree in a social science field, public health, healthcare, scientific, medical, or closely related field
One (1) year of experience working in a social-service, medical, or health environment providing support to the public, preferably within a non-profit organization and/or support center
An equivalent combination of education and/or experience that provides the skills, knowledge, and ability to perform essential job duties may be accepted in lieu of the required degree and/or experience
Type at least 40 wpm
Intermediate Microsoft Office skills (e.g. Outlook, Word, Excel) and can navigate multiple systems/databases with ease
Superior communication and interpersonal skills; can communicate with an ethnically and culturally diverse community
Able to work in a fast-paced, deadline driven environment with demonstrated ability to juggle and prioritize competing tasks, seeking management assistance as appropriate
Able to retain scientific and medical information about pancreatic cancer, treatments, side effects, symptom management, clinical trials, etc.
Exhibits a strong sensitivity and compassion for those affected by a disease such as pancreatic cancer coupled with an innate ability to empathize without internalizing
Excellent organizational skills with strong attention to detail
Possess sound decision making and exhibits critical thinking in providing holistic information to constituents
Shows independence and proactivity in managing caseload and performing research
Able to follow organizational policies, procedures, and guidelines including but not limited to constituent safety, information security, privacy, and HIPPA compliance
Ability to work in a virtual environment
Able to exhibit exemplary values, integrity, and a high level of desire to make a difference
Able to work during the Help Line’s hours of operation (M-F, 7:00 am – 5:30 PM PT) subject to change

Nice To Haves

Bilingual – English/Spanish fluency (write, speak, and understand)
Familiarity with Zendesk, Salesforce, and other similar databases/case management systems preferred
Understanding of scientific and medical information related to cancer

Responsibilities

Maintains an active caseload; independently answers constituent inquiries received via various support channels (e.g. phone, email, form, in-person, etc.)
Provide constituents with in-depth and complex information about pancreatic cancer in a simple and understandable manner.
Displays empathy and compassion while providing personalized and appropriate resources as well as information in a support center environment
Coordinates services with programs on behalf of constituents, particularly when the constituent is unable to independently do so
Motivates and facilitates constituent participation in advocating for themselves, and in PanCAN clinical initiatives and programmatic services
Represents the Patient Services department in virtual, on/off-site staff/industry meetings, conferences, and other events (e.g. manage booths, attend sessions, and disseminate insights)
May handle/diffuse stressful situations and sometimes difficult conversations around disease, pain, end-of-life options, declining mental health, and suicidality
Follows protocol to report sensitive and urgent situations when appropriate
Maintains up to date knowledge of new clinical trials and therapies within the medical and scientific industries
Helps promote Patient Services through various events, interdepartmental collaborations, podcasts, and media opportunities such as Facebook Live, interviews, videos, photo shoots, etc.