Helpline Navigator (Remote)

Susan G. Komen•Las Vegas, NV

93d•$22 - $28•Remote

About The Position

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 40 years, we've led the way funding groundbreaking research, community health initiatives and advocacy programs in local communities across the U.S. Susan G. Komen is the ONLY organization that addresses breast cancer on multiple fronts such as research, community health, outreach and public policy initiatives in order to have 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! Using a social work model, the Helpline Navigator 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 Navigator plays a key role in supporting individuals who need immediate support in a virtual contact center environment. The Navigator assesses needs, proposes options and provides information 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 Navigator will be challenged with a broad range of issues including financial needs, emotional wellbeing, access to care, medical decision-making, and support for caregivers and family. The Komen Breast Care Helpline operates Monday – Thursday, 9 AM to 7 PM EST and Friday, 9 AM to 6PM EST with services provided in both English and Spanish. These hours may be modified in the future based on capacity and demand.

Requirements

Bachelor’s Degree in Health and Human Service disciplines such as Public Health, Nursing, Social Work, Human Services; Experience may be substituted for some of the education experience.
Bilingual (English / Spanish)
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 with excellent oral, written interpersonal, communication, and customer service skills – demonstrating cultural awareness and sensitivity.
Ability to actively listen, demonstrate empathy, establish rapport and to gather, organize, compile, and present information effectively through a variety of mediums.
Computer proficiency in databases, internet, and word processing programs.
An openness to feedback and coaching from the Helpline Manager 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.
Ability to communicate effectively both oral and written; research, develop, present, and promote projects; work independently; prioritize work and meet deadlines; technology expertise.
Travel requirements required outside of your home office will be less than 5%, depending on our business needs/department meetings.

Nice To Haves

Experience in social work or health-related environment.
Experience and/or knowledge in breast cancer.
Experience and/or knowledge of clinical trials.
Experience with Salesforce or other client relationship database(s) a plus.
Education: Master of Social Work Degree.

Responsibilities

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 next steps.
Providing education, psychosocial support, and information about local or other national resources based on need. Ensuring integration of safe, accurate, consistent, evidence-based, culturally responsive breast cancer/health information in delivery of patient services.
Providing education, information, coaching and support to patients considering participation in clinical trials, including follow-up contacts.
Using client relationship management software including but not limited to Salesforce HealthCloud and RingCentral to manage and document client interventions.
Complying with escalation protocol when identifying and handling high-intensity situations in partnership with the Helpline Manager
Adhering to the processes, policies, and procedures of the program, including the protection of personal health information.
Documenting unmet needs to assist in the identification of gaps in services that can be addressed through the Komen Patient Care Center.
Keeping current on breast cancer information and advances, Komen activities, etc. by attending meetings, participating in regularly scheduled training programs, reading publications and announcements, and actively seeking and sharing information with the team.
Promoting and demonstrating appropriate person-centered service, with respect for cultural diversity and cultural responsiveness among coworkers and all work-related contacts.
Completing all other duties, as assigned.