Manager, Breast Care Helpline

WHO WE ARE

Susan G. Komen brings a home office based working environment for each specified local community. We are a force united by a promise to end breast cancer forever. For over 40 years, we've led the way by funding groundbreaking research, community health initiatives and advocacy programs in local communities across the U.S. and in more than 30 countries. Susan G. Komen is the ONLY organization that addresses breast cancer on multiple fronts such as research, community health, outreach and public policy initiatives in order to make the biggest impact against this disease.

Komen strives to have a culture of passionate, growth-minded professionals who thrive in a team environment, and work collaboratively to inspire greatness in others! We take an ongoing approach to ensure open communication from all levels throughout the organization. It’s encouraged to give and receive feedback to ensure two-way accountability with a focus on continual improvement both personally and professionally!

What you will be doing in the role of a Breast Care Helpline Manager

Working with the Komen Patient Care Center’s team of highly trained professionals, the Manager provides both leadership to a team of navigators and direct support to a diverse population through the Breast Care Helpline. The Patient Care Center powers Komen’s mission to save lives by addressing the most critical needs of our communities right now. Through personalized patient support, navigators identify and address barriers to care, ensuring people have access to the care they need to achieve health equity, and helping those with aggressive and deadly breast cancers get the unique support they need.

The Manager and their team will work directly with people concerned about breast cancer, including patients, caregivers and family members. The Manager and team will identify and address barriers to facilitate timely access to care throughout the breast cancer continuum and provide emotional support, education on a variety of breast health topics, guidance to navigate the health care system, and information on resources via phone calls/emails/text/chat. The Manager and team will provide support on a broad range of issues including financial needs, emotional wellbeing, and medical decision-making.

What you will bring to the table

The primary objective of the Manager, Breast Care Helpline is to support Susan G. Komen in achieving our overall Vision and Mission by:

• Recruiting, hiring, and managing a team of navigators.
• Mentoring and developing staff, including overseeing new employee onboarding and ongoing professional development opportunities.
• Leading one-on-one supervision and case study groups to support peer learning.
• Monitoring key performance indicators, conducting regular check-ins with the team, providing supportive resources, ensuring duties and goals are understood.
• Maintaining the breast care helpline coverage schedule, providing oversight and assignment of care plans and navigator caseloads.
• Assist individuals with various breast health and breast cancer-related needs.
• Provide daily coverage for the Komen Breast Care Helpline, including weekly evening shifts.
• Assess patient needs while providing emotional support.
• Identify barriers to care and strategies to address and resolve them.
• Provide evidence-based information and 1x1 coaching to empower individuals in their communications and shared-decision making with providers.
• Serve as an essential link between individuals and community resources and facilitating connections for referral services.
• Comply with escalation protocol and support navigators in identifying and handling high-intensity situations.
• Adhere to the processes, policies, and procedures of the program, including the protection of personal health information.
• Document all case interactions for evaluation and reporting purposes according to standard operating procedures in the Salesforce HealthCloud.
• Engage in ongoing professional development to continually improve our ability to support individuals within a changing healthcare and breast cancer landscape
• Serve as a representative to share the story of Komen’s navigation work for internal and external audiences.
• Promote and demonstrate appropriate person-centered service, with respect for cultural diversity and cultural responsiveness.
• Consistently meets performance benchmarks as outlined in program policies and procedures.
• Completing all other duties, as assigned.

We know you have and will be able to

• A bachelor’s level degree and a minimum of 5 years’ experience in counseling, oncology social work, case management, patient navigation, or nursing.
• Experience managing others.
• Excellent problem-solving skills with ability to respond quickly and guide individuals in high stress or crisis situations including the culturally competent, non-judgmental communication and customer service skills needed to to work in a fast-paced, purpose driven, virtual environment.
• Must have a clear and distinct speaking voice, accompanied with excellent oral, written interpersonal, communication, and customer service skills – demonstrating cultural awareness and sensitivity.
• Ability to guide individuals in high-stress situations to the care they need with a calm, culturally competent, non-judgmental demeanor.
• Demonstrated computer proficiency in MS Office Products and ability to learn new software.
• An openness to feedback and coaching.
• Ability to work collectively with other team members, community organizations, and the health care community.
• Flexible to work evenings on a variable schedule. The Komen Breast Care Helpline operates Monday – Thursday, 9 AM to 7 PM EST and Friday is 9 AM to 6 PM EST with services provided in both English and Spanish. These hours may be modified in the future based on capacity and demand.
• Travel requirements required outside of your home office will be less than 5% depending on our business needs.

We would love if you also have

• Proven leadership skills, especially in managing a remote team.
• Experience working as a patient navigator, case manager or social worker in oncology or community health setting.
• Experience and/or knowledge in breast cancer, oncology and/or clinical trials.
• Bilingual (English/Spanish preferred; other languages a plus.
• Experience with Salesforce or other client relationship database(s).

So, what's in it for you?

Komen believes in the importance of taking care of our employees so that in turn they can be committed to supporting our critical mission to support those impacted by breast cancer and to help find cures.  This is what Komen provides away from the computer:

Approximate hourly range will be $64,000 - $90,000/annual, exact compensation ranges are based on various factors including the labor market, job level, internal equity and budget. Exact salary offers will be determined by factors such as the candidate's skills, experience and geographic location.

• Health, dental, vision and a retirement plan with a 6% employer match
• Generous Paid Time Off Plan
• Flexible work arrangement in a fully remote working environment
• Bi-weekly work from home stipend
• Parental leave
• Tuition Reimbursement
• A culture of learning and development
• And so much more!

Komen provides a remote and/or home-based working environment for all active employees. Komen defines remote as the ability to work from any physical location within the U.S. where an employee can perform specified work duties without disruption or distraction. Komen defines home-based roles as positions that are required to reside in a specific market. Work schedules for both remote and home based are determined by the organizational needs of each department.

Susan G. Komen is fair and equal in all its employment practices for persons without regard to age, race, color, religion, gender, national origin, disability, veteran status or sexual orientation. Additionally, we embrace Diverse Teams & Perspective, and we find strength in the diversity of cultural backgrounds, ideas, and experiences.

SORRY NO AGENCIES

The physical location for the candidate selected must be within the contiguous United States (we do not employ in AK, ID, MT, NM, SD, UT, WY). In the event a move is expected to occur by the candidate selected, it must be approved by Komen's HR team prior to the move.