NCI Info Specialist I - Bilingual

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

 

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

 

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.

 

The 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 Institute’s Contact Center (NCICC) in both English and Spanish languages.  

 

The available position is for 9:45 a.m. to 6:15 p.m, Monday-Friday (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, Bilingual Operations Manager, and Supervisors. 

 

This position is open to full time employees in a hybrid work model. Work is mostly remote with occasionally meetings on site at the Seattle campus.

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, social media 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-approved resources and referrals to research and answer callers’/users’ questions in a conversational manner (verbal & written).  Resources are accessed through the NCI's Contact Center intra-net, the NCI’s Cancer.gov website or medical textbooks
• Can 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.
• Translate technical, medical information into Spanish when necessary to meet client needs.
• 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 complex concepts 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, including scheduling on going support through a callback case-management model.
• Actively participate in a variety of continuing education events and programs, which are designed to improve the staff’s skills and cancer knowledge 
• Keep up to date with changing research, breaking news and cancer advancements through previously outlined continuing education as well as daily review of notifications and updates from supervisors and managers.
• Conduct and implement research protocols as needed.  May include proactively delivering health messages or implementing motivational interviewing techniques as required by research projects
• Adhere to strict policies, procedures and quality assurance guidelines
• Accept regular internal monitoring and feedback of calls and/or review of transcripts of instant messaging and email sessions.
• Participate in continuous quality improvement effort which include recording of calls by the national project office. Phone and screen recordings may be utilized for quality assurance purposes.
• 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 in both English and Spanish (required)
• Bachelor's degree or equivalent experience required
• Advanced Bilingual Spanish skills (written and verbal) with knowledge of cancer terminology and translation
• 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 attend 6 weeks of extensive training.

Fred Hutchinson Cancer Center 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, prior to their first day of employment:
Provide proof of being fully vaccinated against COVID-19 ; OR
Initiate the accommodations process to request a religious or medical accommodation (medical accommodations require a healthcare provider’s certification).

 

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.

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The hourly pay range for this position is from $24.96 to $35.53 and pay offered will be based on experience and qualifications.  

 

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks), and partially paid sabbatical leave (up to 6 months).  

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.