Cancer Support Specialist

About the Role

The American Cancer Society is dedicated to eliminating cancer's impact on lives through the efforts of our employees and over 1.3 million volunteers. Our diverse workforce commits to this life-saving mission daily, bringing unique backgrounds and experiences that enrich the communities we serve. This full-time, permanent position is remote, ideal for individuals living in the Mountain or Pacific Time Zones within the U.S. The expected start date for this role is September 28, 2026.

Position Summary

The Cancer Support Specialist (CSS) serves as a critical link connecting cancer patients, their families, and caregivers to the American Cancer Society's services, programs, and information. This role emphasizes compassionate communication, delivering tailored information to meet each constituent's unique needs while achieving monthly performance targets.

Key Responsibilities

• Handle a high volume of inquiries via phone, email, chat, and SMS with professionalism and empathy, conducting comprehensive needs assessments to promote resolution on first contact (25% of workload).
• Provide relevant information about ACS programs such as transportation and lodging and coordinate support services to minimize barriers to care and assist patients in completing treatments (25%).
• Consistently achieve performance goals including accurate documentation in the customer relationship management system, efficient time management, quality assurance, and data capture, while remaining updated on policies and procedures (25%).
• Foster a collaborative and supportive environment within the team (20%).
• Manage ongoing casework effectively, prioritizing constituent needs to ensure timely follow-ups and resolutions (5%).

Qualifications and Skills

• Minimum education requirement: High School Diploma or equivalent; Bachelor's degree or relevant experience preferred.
• At least one year of experience in a contact center or customer service role, with remote work experience preferred.
• Strong ability to meet performance metrics consistently.
• Excellent written and verbal communication abilities alongside active listening skills.
• Effective interpersonal skills conducive to teamwork.
• Bilingual Spanish and English skills are advantageous.
• Self-motivated with strong initiative, capable of thriving in a fast-paced team environment while maintaining attention to detail.
• Adaptability to new technologies and familiarity with Microsoft Office applications including Excel, PowerPoint, and Teams.
• Typing speed of at least 40 words per minute and success in pre-hire technology and training assessments.
• Independent decision-making skills with readiness to seek supervisory guidance when necessary.

Working Conditions and Schedule

• Work is performed primarily from home in a typical office environment.
• Physical demands involve mostly seated desk work.
• Regular engagement with team members through various technological tools for the majority of the workday.
• Flexibility to work evenings, late nights, weekends, or holidays as required.
• Weekly work hours total 37.5 hours, with multiple schedule options available mainly during afternoons and evenings, typically covering Tuesday to Saturday or Sunday to Thursday shifts with days off accordingly.

Compensation and Benefits

The position offers a starting wage of $20 per hour, subject to factors like geographic location, experience, and education. The American Cancer Society provides comprehensive benefits including paid time off, medical and dental coverage, retirement plans, wellness programs, and professional development opportunities. More details are available upon employment.

Equal Opportunity Employer

The American Cancer Society values diversity and is committed to creating an inclusive environment for all employees.