Overview:

Responsibilities:

The specialist may perform some or all of the following responsibilities:

• Respond to requests for cancer-related and/or tobacco cessation information received by phone, email, social media or Instant Messaging
• Identify the needs of callers/users through needs assessment and establish good rapport in order to facilitate communication
• Use NCI and NCI-approved resources and referrals to research and answer callers’/users’ questions in a conversational manner (verbal & written). Resources are accessed through the NCI's Contact Center intra-net, the NCI’s Cancer.gov website or medical textbooks
• Can demonstrate a high level of emotional intelligence and capacity to support clients in difficult situations. This is exemplified by tailoring verbal and written language to fit the emotions expressed by clients in a supportive manner.
• Translate technical, medical information into Spanish when necessary to meet client needs.
• Experienced in handling difficult interactions with compassion. Has established coping mechanisms to professionally handle challenging situations and topics including families and patients struggling with high levels of stress, illness, pain, and end-of-life concerns.
• Interpret and articulate complex concepts in a conversational manner, for callers of diverse backgrounds, cognitive abilities and emotional states
• Discuss tobacco cessation strategies with people who want to quit using tobacco, including scheduling on going support through a callback case-management model.
• Actively participate in a variety of continuing education events and programs, which are designed to improve the staff’s skills and cancer knowledge
• Keep up to date with changing research, breaking news and cancer advancements through previously outlined continuing education as well as daily review of notifications and updates from supervisors and managers.
• Conduct and implement research protocols as needed. May include proactively delivering health messages or implementing motivational interviewing techniques as required by research projects
• Adhere to strict policies, procedures and quality assurance guidelines
• Accept regular internal monitoring and feedback of calls and/or review of transcripts of instant messaging and email sessions.
• Participate in continuous quality improvement effort which include recording of calls by the national project office. Phone and screen recordings may be utilized for quality assurance purposes.
• Actively and consistently demonstrates flexibility and understanding of CIS programmatic needs taking precedence for work assignments.
• Perform other responsibilities as required

Qualifications:

• Cover letter to express interest in the role in both English and Spanish (required)
• Bachelor's degree or equivalent experience required
• Advanced Bilingual Spanish skills (written and verbal) with knowledge of cancer terminology and translation
• Previous experience as a Bilingual IS-I required
• Excellent communication and interpersonal skills
• Ability to use effective judgment and sensitivity
• Excellent critical thinking skills
• Experience working with a broad range of people
• Demonstrated success as a team player
• Highly skilled in navigating complex websites
• Excellent attendance and dependability
• Ability to operate within mandated guidelines
• Ability to accept and integrate feedback to ensure continuous quality
• This position requires compassion and a strong sense of commitment to learning all aspects of the job. Successful candidates will attend 6 weeks of extensive training.

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks), and partially paid sabbatical leave (up to 6 months).

Our Commitment to Diversity: We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at hrops@fredhutch.org or by calling 206-667-4700.