Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutchs pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nations first cancer prevention research program, as well as the clinical coordinating center of the Womens Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.
At Fred Hutch, we believe that the innovation, collaboration, and rigor that result from diversity and inclusion are critical to our mission of eliminating cancer and related diseases. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an antiracist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, antiracism, and inclusion.
The Information Specialist will provide cancer-related and tobacco cessation information to patients, general public and health professionals through telephone, email and live chat channels via the National Cancer Institutes Contact Center (NCICC). The available positionis for either the 5:45 a.m. to 2:15 p.m. or 9:45 a.m. to 6:15 p.m (all times are PST)shifts; however the hours of operation are from 6:00 a.m. to 6:00 p.m. PST. TheNCI's Contact CenterInformation Specialist works under the direction of the Contact Center Manager/Bilingual Operations Manager, and Supervisors. Responsibilities - Respond to requests for cancer-related and/or tobacco cessation information received by phone,email 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-approvedresources and referrals to answer callers/users questions. Resources are accessed through theNCI's ContactCenterintra-net, the NCIs Cancer.gov website or medical textbooks
- Is able to 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.
- 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 complexconcepts 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
- Conduct computer searches of theNCIs clinical trials database to provide callers/users with appropriateclinical trial information
- Actively participate in avariety of continuing education events and programs, which are designed to improve the staffs skills and cancer knowledge
- Conduct and implement researchprotocols as needed. May include proactively delivering health messages or implementing motivationalinterviewing techniques as required by research projects
- Adhere to strict policies,procedures and quality assurance guidelines
- Accept regular internalmonitoring and feedback of calls and/or review of transcripts of instant messaging and email sessions
- Participate in continuousquality improvement effort which include recording of calls by thenational project office
- 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 ( required )
- Bachelor's degree or equivalent experience required
- Bilingual Spanish skills a plus (written and verbal)
- 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 participate in 6 weeks of extensive initial training.
A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and anti-racism in your career or that will be made through work at Fred Hutch is requested of all finalists. 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. |
