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 employeeswho bringdifferent and innovativeways of seeing the world and solving problems.Fred Hutch is in pursuit of becoming an antiracist organization.Weare committed to ensuring that all candidates hired share our commitment to diversity,antiracism, and inclusion.
The Information Specialist I 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 position is 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. The NCI's Contact Center Information Specialist works under the direction of the Contact Center Manager, and Supervisors.
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 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
Cover letter to express interest in the role (required)
Bachelor's degree or High School Diploma with customer service 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.
Fred Hutch has a mandatory COVID-19 vaccine requirement, with exceptions only for approved medical or religious accommodations. As a condition of employment, newly hired employees must provide proof of vaccination or initiate the accommodations process before their first day of employment.
A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your 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 email@example.com or by calling 206-667-4700.
At Fred Hutchinson Cancer Research Center, teams of world-renowned scientists and humanitarians work together to prevent, diagnose and treat cancer, HIV/AIDS and other diseases. Researchers are discovering new ways to detect cancers earlier, improve treatments, and learn how to prevent cancers from growing. Although Fred Hutchinson opened its doors in 1975, its history began about 20 years before that. In 1962 Fred Hutchinson envisioned a center devoted to studying cancer, a disease that took his brother’s life. Today Fred Hutchinson is contributing to the next waves of breakthrough treatments and prevention strategies. Fred Hutchinson collaborates with the Seattle Cancer Alliance, the National Cancer Institute, and the University of Washington.