Job Details

The physical location for the candidate selected must be within the contiguous United States in either the Central, Mountain or Pacific time zone.

WHO WE ARE!

Susan G. Komen brings a 100% virtual working environment, and you can work anywhere withinthe 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 canceron 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!

What you will be doing in the role of a Helpline Navigator

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. .

What you will bring to the table

The primary objective of the Helpline Navigator is to support Susan G. Komen in achieving our overall Vision and Mission by:

• 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.

We know you will have and be able to

• 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.

We would love if you also have

• 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.

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. This is what Komen provides away from the computer:

Competitive pay range of $21.54 - $28.21 hourly, exact compensation ranges are based on various factors including the labor market, job level, internal equity and budget. Exact salary offers will be determined by factors such as the candidate's skills, experience and geographic location.

• Health, dental, vision and a retirement plan with a 6% employer match
• Unlimited Paid Time Off + Holidays
• 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!

Komen provides a remote and/or home-based working environment for all active employees. Komen defines remote as the ability to work from any physical location within the U.S. where an employee can perform specified work duties without disruption or distraction. Komen defines home-based roles as positions that are required to reside in a specific market. Work schedules for both remote and home based are determined by the organizational needs of each department.

Susan G. Komen is fair and equal in all its employment practices for people without regard to age, race, color, religion, gender, national origin, disability, veteran status or sexual orientation. Additionally, we embrace Diverse Teams & Perspective, and we find strength in the diversity of cultural backgrounds, ideas, and experiences.

SORRY NO AGENCIES

#LI-REMOTE

The physical location for the candidate selected must remain within the contiguous United States. In the event a move is expected to occur by the candidate selected, it must be pre-approved by Komen's HR team prior to the move.