Cancer Support Line, Clinical Specialist
About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 5,000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.
Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's 20 leading cancer centers that develops and institutes standards of care for cancer treatment.
The Cancer Support Line Clinical Specialist works in alignment with City of Hope mission and values, the Division of Nursing and Patient Care Services vision and mission, and with continuous focus on the patient, family and community, to provide an experienced, empathetic and understanding voice providing information and navigation as part of the Cancer Support Line (CSL) service within the Employer and Consumer Services Department to client employees and their loved ones regarding cancer issues they are experiencing. The CSL Clinical Specialist is a facilitator and change agent, committed to lifelong learning, professional development and embodiment of City of Hope organizational mission and values, and the values and ethos of the profession of nursing.
- Demonstrates proficient / expert support for the person with cancer or their loved one who calls the Cancer Support Line (CSL) including an assessment of healthcare literacy and identification of factors within the domains of the City of Hope Quality of Life model, which may impact the person's ability to comprehend and internalize provided information.
- The CSL Clinical Specialist facilitates understanding, addresses and minimizes or eliminates barriers to provide relevant, patient centered information which is accessible and meaningful for the caller.
- The CSL Clinical Specialist
- Employs teach back method to validate the callers understanding of the provided information.
- Includes the designated caregiver in the patient/family information when possible.
- Uses evidence-based practice and best available research to inform callers
- Enhances professional growth and development by reviewing current literature, attending educational programs, workshops and in-services
- Demonstrates a proficient/expert understanding of the process patients generally undergo as part of the cancer care and treatment process and can transmit this into interpretable language that:
- Informs callers generally about cancer to help reduce their confusion and stress
- Provides information that will empower the caller to be better prepared during their cancer journey
- Assists callers understand and navigate the cancer process
- Assists callers understand about clinical trials and research
- Facilitates, when appropriate and requested, a conversation between the caller and an appropriate subspecialized cancer physician to help provide a greater understanding about the caller's cancer issue.
- Focused on delivering the highest caliber customer services
- Maintains and provides a friendly, knowledgeable and empathetic disposition with all callers.
- Answers and responds to CSL phone calls in a timely manner, assuring that all telephone calls are managed immediately or resolved within 24 hours of the initial telephone call. Conducts telephone calls backs to callers requiring follow-up when appropriate.
- Facilitates any requested conversation by a caller wishing to speak with an appropriate City of Hope subspecialist physician with 24 hours during normal working hours.
- Completes work according to department metrics and requirement to ensure customer satisfaction.
- Manages multiple priorities in an effective and organized manner, under stressful demand, while maintaining exceptional service to patient, caregiver, provider and care teams. Maintain composure when dealing with difficult situations and respond professionally. Independently recognize a high priority situation, taking appropriate and immediate action.
- If applicable, effectively communicates with service delivery and other departments to resolve issues that impact patient care and escalates issues that cannot be resolved.
- Performs other related duties as assigned or requested.
- Maintains departmental records and files for efficient operations or according to department practice.Assists with identification of trends and issues as it relates to marketing, public announcements, and factors affecting customer satisfaction.
- Strives to provide excellence in patient and staff experience.
- Uses systems, electronic and other documentation according to standards and organizational policy and procedure to ensure and maintain an accurate record of the caller interactions
- Effectively uses and applies information technology to give and receive information (e.g. email, basic Microsoft Office applications, SalesForce, LMS (learning management systems) access, information on Share point or other web-based applications).
- Accepts the tenets of professional nursing practice and maintains healthy interpersonal relationships (Manthey, 1969, 2014; Kouloroutis 2004, 2009; O'Rourke, 2013)
- Responsibility, Authority and Accountability
- Commitment to my Coworkers©
- Role Based Practice
- Further, demonstrates proficient / expert understanding of and application of
- The Swanson Model of Caring and Healing© (Kristen Swanson, 2013 [used with permission])
- The City of Hope Quality of Life Model (Ferrell prc.coh.org)
- Demonstrates at all times a high level of professionalism which supports the CSL caller and their loved ones, and fosters collaboration and teamwork to achieve positive working relationships with all nurses, advanced practice providers, physicians, allied health and support staff members, with attention to self-care and healthy work/life balance. Understands and applies the City of Hope Code of Conduct, Code of Organizational Ethics, policies, procedures, performance and quality improvement objectives, promotion of a culture of service excellence, attendance, safety, environmental and infection control guidelines. Maintains integrity and confidentiality.
Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, includingadherence to theworkplaceCode of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.
Performs other related duties as assigned or requested.
- Bachelor's Degree in Nursing is required.
- Three (3) years or more of experience working as an oncology nurse.
- Relevant knowledge in Oncology, Chemotherapy, Immunotherapy, Biotherapy, Clinical Trial or Bone Marrow & Hematopoietic Cell Transplant
- Current California RN license
- Basic Life Support (BLS) CPR Card through American Heart Association
- Bachelor's degree in Oncology Nursing or Master's degree in Nursing
- Nursing care coordination or nurse navigator
- OCN Certification
- National certification (must be obtained within one year of hire and must be maintained in order to retain CN IV status)
- Demonstration of leadership / management in previous work history
- Must have proficient / expert oral and written communication and organizational skills
- Bilingual preferred
- Demonstrates cultural competence
- Maintains professional appearance, per dress code policy
- Demonstrates outward manifestations of City of Hope culture of excellence
- Compile data
- Conduct analyses
- Make recommendations based on data
- Basic to intermediate capability to use Microsoft Office Suite (Word, Excel, Power Point). Use of email and other electronic media forms of communications is a position requirement.
- Office equipment (such as telephone, calculator, facsimile)
Working / Environmental Conditions:
- Office setting
- Subject to many interruptions
- Subject to regularly changing priorities and work assignments
- Subject to situations involving grief processes & related issues
- Requires judgement that could affect image of City of Hope
- Frequent pressure due to multiple calls and inquiries
- Expose to material of a confidential nature on a regular basis
- Contact with patient & patient families under varied circumstances
- Color vision: ability to distinguish and identify different colors
- Some reaching, stooping, bending, kneeling, crouching, repetitive motions, manual dexterity and mobility
- Extensive telephone activity / Works at computer task involving hand & wrist coordination
- Physical lifting effort is limited to lift / carry of maximum 50 pounds
City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
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