Case Manager

About PanCAN:


Pancreatic cancer doesn't stop or slow down, and neither do we. At the Pancreatic Cancer Action Network (PanCAN), we accelerate critical progress for pancreatic cancer patients. We take bold action by funding life-saving research, providing personalized patient services free of charge, and creating a community of supporters and volunteers who willstopat nothing to create a world in which all pancreatic cancer patients thrive.


We're looking for people who, like us, will stop at nothing to make progress for patients. Our work is critical and meaningful, and it changes lives every day. Join us and be a part of it!


THE OPPORTUNITY:


The Case Manager is a public-facing member of the Help Line team and plays a crucial part in the objective of improving pancreatic cancer patient outcomes. The Case Manager is an advocate for those affected by the disease, and provides holistic support by educating, and connecting constituents to quality up-to-date information, referrals to programs, clinical initiatives, and various community resources. The Case Manager helps patients, families, medical professionals, and caregivers steer through the healthcare system, diagnosis, treatments/ therapies, and overall care.


Onboarding for this role typically lasts 90 days, and during this time, the Case Manager is considered a trainee and in a probationary status. Training for a Help Line Case Manager is comprehensive, and consists of coursework, shadowing, role-playing, quality assessments, and other training exercises. Successful completion of Case Manager onboarding (e.g. training and certification) and the probationary period results in an additional pay rate incentive determined at PanCAN's discretion.


Telecommuting and in-office options are available for this position, dependent on location. Employees utilizing telecommuting options must have a safe, secure, and quiet workspace free from noise and distraction typically within their home, or other approved location. Equipment, software, training, and supplies necessary to perform the functions of this role are provided by PanCAN.


ESSENTIAL FUNCTIONS:

• Maintains an active caseload; independently answers constituent inquiries received via various support channels (e.g. phone, email, form, in-person, etc.)

• Provide constituents with in-depth and complex information about pancreatic cancer in a simple and understandable manner.

• Displays empathy and compassion while providing personalized and appropriate resources as well as information in a support center environment

• Coordinates services with programs on behalf of constituents, particularly when the constituent is unable to independently do so

• Motivates and facilitates constituent participation in advocating for themselves, and in PanCAN clinical initiatives and programmatic services

• Represents the Patient Services department in virtual, on/off-site staff/industry meetings, conferences, and other events (e.g. manage booths, attend sessions, and disseminate insights)

• May handle/diffuse stressful situations and sometimes difficult conversations around disease, pain, end-of-life options, declining mental health, and suicidality

• Follows protocol to report sensitive and urgent situations when appropriate

• Maintains up to date knowledge of new clinical trials and therapies within the medical and scientific industries

• Helps promote Patient Services through various events, interdepartmental collaborations, podcasts, and media opportunities such as Facebook Live, interviews, videos, photo shoots, etc.

QUALIFICATIONS AND REQUIREMENTS:
The following are the minimum qualifications required to successfully perform the duties and responsibilities of this position.

• Bachelor's degree in a social science field, public health, healthcare, scientific, medical, or closely related field

• One (1) year of experience working in a social-service, medical, or health environment providing support to the public, preferably within a non-profit organization and/or support center

• An equivalent combination of education and/or experience that provides the skills, knowledge, and ability to perform essential job duties may be accepted in lieu of the required degree and/or experience

Required Skills and Knowledge

• Type at least 40 wpm

• Intermediate Microsoft Office skills (e.g. Outlook, Word, Excel) and can navigate multiple systems/databases with ease

• Superior communication and interpersonal skills; can communicate with an ethnically and culturally diverse community

• Able to work in a fast-paced, deadline driven environment with demonstrated ability to juggle and prioritize competing tasks, seeking management assistance as appropriate

• Able to retain scientific and medical information about pancreatic cancer, treatments, side effects, symptom management, clinical trials, etc.

• Exhibits a strong sensitivity and compassion for those affected by a disease such as pancreatic cancer coupled with an innate ability to empathize without internalizing

• Excellent organizational skills with strong attention to detail

• Possess sound decision making and exhibits critical thinking in providing holistic information to constituents

• Shows independence and proactivity in managing caseload and performing research

• Able to follow organizational policies, procedures, and guidelines including but not limited to constituent safety, information security, privacy, and HIPPA compliance

• Ability to work in a virtual environment

• Able to exhibit exemplary values, integrity, and a high level of desire to make a difference

• Able to work during the Help Line's hours of operation (M-F, 7:00 am - 5:30 PM PT) subject to change

Desired Skills and Traits

• Bilingual - English/Spanish fluency (write, speak, and understand)

• Familiarity with Zendesk, Salesforce, and other similar databases/case management systems preferred

• Understanding of scientific and medical information related to cancer

SALARY RANGE: ($25.25/hr) PanCAN is committed to providing fair and transparent employee pay. Our compensation policy and practices integrate years of relative experience, skills, job duties, functions, responsibilities, education, certifications, expertise, PanCAN seniority, position/title, department, market conditions, and merit, and may also include geographic location. Our base salaries range from Entry level to Experienced and max at Expert level. The base pay range included herein is specific and germane to the job/position/opening as described within this announcement. Please note that the posted pay range is provided as a general guideline. Actual compensation offered may differ from the stated range if the posted qualifications are not fully met and will be determined based on relevant experience, skills, and qualifications specific to this role.

The Offer: To support the people fighting the world's toughest cancer, we provide our staff with the resources, care, and sparkle to do and be their best in and out of the office. We offer competitive salaries, flexible work arrangements, exceptional time off, and health and welfare benefits creating an extraordinary workplace and culture that our team members highly recommend to friends and colleagues.

Expectations for All Employees: Support the organization's mission and goals by exhibiting the following core values: Deliver Excellence, Service & Gratitude, Accountability, Team, and Sparkle Spirit! Individuals assigned to this position must be able to work in a fast-paced, deadline-driven environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek management assistance as appropriate.

GENERAL INFORMATION


The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all required duties, responsibilities and skills.

Individuals assigned to this position must be able to work in a fast-paced, deadline driven environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek management assistance as appropriate.