Job Description

Patient Empowerment Advocate

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope's translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope's specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation's "Best Hospitals" in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California, Arizona, Illinois and Georgia.

Job Description:

MUST BE ABLE TO WORK -Holidays, Weekend and Evening hours

Job Overview

The Patient Advocate plays a crucial role in the company's Patient acquisition funnel and its brand delivery. The Patient Advocate is the first point of contact for patients and caregivers reaching out to the company for information and support and is instrumental in engaging prospects as they embark on their decision-making journey and ultimately determine whether the company is the right option for them. The Patient Advocate's primary focus is to gather the required information to appropriately qualify the patient and then foster their interest in speaking with a Facilitator/Advisor/Government Service Rep or provide them with resources to assist them in their journey in the event they are not qualified. To effectively qualify patients, the Patient Advocate must have a solid understanding of oncology to route patients correctly. The Patient Advocate is accountable for delivering on productivity, efficiency, and patient experience goals monthly. To be successful, Patient Advocates must demonstrate the ability to efficiently gather patient information, have a strong understanding of Empowerment business rules and complete the patient record accurately.

Job Responsibilities

1.Efficiently Manage and Qualify all Inbound Inquiries

• Act as the initial point-of-contact for all callers and chatters, including prospects and non-prospects. Answer in-bound calls, e-mails, and chats promptly and monitor the call/chat queue for pending inquiries to achieve the abandon rate and service level goals for the department.
• Re-direct callers/chatters that need other resources to the appropriate department.
• Use active listening, rapport building and questioning skills to qualify all callers/chatters to determine whether the company would be an option for them, utilizing the CONNECT Model.
• Ensure the highest level of customer service on every call and chat regardless of whether the patient decides to schedule an appointment with the company.

2. Record Creation & Data Accuracy

• Accurately create records and capture all required contact data, demographics and qualification information in the appropriate fields and drop downs in defined electronic systems/ applications. Ensure all mandatory data is entered prior to transferring the call to another team member.
• Accurately create touchpoints capturing all required referral information, per guidelines.

3. Refer Leads to the Appropriate Team

• Credential and accurately refer qualified leads to an Empowerment Facilitator, Advisor or Government Services Rep per the Empowerment business rules to ensure patients are being directed to the appropriate resource enabling the company to achieve productivity and efficiency goal attainment.

4. Deliver Resources

• Provide targeted resources to patients and caregivers when the company is not an option for their care. Utilize active listening to understand the purpose, offer them some form of meaningful hope to leave them in a better place.

5. Training and Development

• Build product/service knowledge and enhance skills to improve patient experience and department productivity.
• Monitor own effectiveness for the purpose of continued improvement
• Actively participate in all training initiatives to enhance the understanding of the company's offerings and be accountable for building knowledge required for a Patient Advocate

Skills, Education, and Additional Information

Education/ Experience Level

• College Education (BA, BS) in Business/Marketing/Sales/Healthcare/Communications related field(s) preferred
• 2-3 years of equivalent experience in a complex healthcare/sales/customer service environment is required. Equivalent experience includes one or all the following: use of a CRM system, call center phone queue experience, direct customer contact via phone or face to face, etc.
• Achievement oriented; motivated by achieving efficiency/productivity goals and company objectives
• Computer proficiency: CRM experience (preferably Salesforce), strong keyboarding skills and the ability to multi-task (type and talk) is required. Experience in chat platforms engaging with patients, is a plus
• Familiarity with healthcare services/oncology is preferred
• will work Evening & weekend shifts (monthly) & some holidays - a MUST

#LI-REMOTE

Pay Range
$20.35 - $33.52

Placement within the identified pay range is based on individual and market factors including, but not limited to, experience, education, credentials (including licenses and certifications), geographic location, market competition, skill set (including market availability of required skills), assigned/anticipated job tasks, and level of responsibility. These factors are considered without regard to an individual's status as a member of any protect group pursuant to federal, state, and/or local law.

City of Hope's commitment to Diversity, Equity, and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds, and experiences to our work - and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds, and perspectives; this is reflected in our work and represented in our people.

Visit: Jobs.cancercenter.com to begin your journey.