Job Description

Advocate, Patient Empowerment

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

The Patient Advocate plays a crucial role in CTCA’s Patient acquisition funnel and its brand delivery. The Patient Advocate is the first point of contact for patients and caregivers reaching out to CTCA for information and support and is instrumental in engaging prospects as they embark on their decision-making journey and ultimately determine whether CTCA is the right option for them.  

The Patient Advocate is responsible for delivering the Mother Standard of Care® to all patients and caregivers. Their 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. In order to effectively qualify patients, the Patient Advocate must have a solid understanding of oncology in order to route patients correctly. The Patient Advocate is accountable for delivering on productivity, efficiency and patient experience goals on a monthly basis.  In order 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 Accountabilities

Efficiently Manage and Qualify all Inbound Inquiries 55%

  • 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 that need other CTCA resources to the appropriate department.
  • Use active listening, rapport building and questioning skills to qualify all callers/chatters to determine whether CTCA would be an option for them, utilizing the CONNECT Model.
  • Ensure that we provide the Mother Standard of Care® on every call and chat regardless of the whether the patient decides to schedule an appointment with CTCA.

Record Creation & Data Accuracy 15%

  • Accurately create records and capture all required contact data, demographics and qualification information in the appropriate fields and drop downs in CompassioNet (CRM).  Ensure all mandatory data is entered prior to transferring the call to another team member.
  • Accurately create touchpoints capturing all required referral information in CompassioNet (CRM).

Refer Leads to the Appropriate Team 15%

  • Credentialize and refer accurately 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 CTCA to achieve productivity and efficiency goal attainment.

Deliver Resources 10%

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

Training and Development 5%

  • 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 CTCA’s offerings and be accountable for building knowledge required for a Patient Advocate

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 of 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.
  • Familiarity with healthcare services/oncology is preferred.

Knowledge and Skills

Ability to:

  • Function in a self-directed manner
  • Efficiently plan/organize work tasks and information
  • Work in a fast paced environment and execute in a timely and accurate manner.
  • Collaborate within and across teams
  • Follow rules, guidelines and processes accurately and consistently
  • Provide management insightful feedback & open to receiving constructive feedback
  • Adapt to ongoing change in the form of new initiatives, models and processes

Demonstrates the following skills:

  • Computer Proficiency: CRM experience (preferably SalesForce), strong keyboarding skills with the ability to multi-task (type and talk) and handling multi-media (phone, chat and email) is a requirement
  • Strong Integrity and Values
  • Strong Organizational Skills/Work Ethic/Time Management Skills
  • Strong Communication, active listening and interpersonal skills
  • Communicate with empathy and compassion. Intrinsic motivation to help others and passionate about CTCA’s mission and values.
  • Commitment to continuous learning and improvement
  • Professionalism: Verbal fluency and facilitative influence over the telephone and computer
  • Tenacity (does not give up when faced with challenges/adversity)
  • Open to feedback and focused on ongoing self-improvement (i.e. Coachable)
  • Adaptable to ongoing change in the form of new initiatives, models and processes.
  • Achievement-orientation (motivated by efficiency/productivity goals and company objectives)

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

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

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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