Pay Range

Company Overview

The people of Memorial Sloan Kettering Cancer Center (MSK) are united by a singular mission: ending cancer for life. Our specialized care teams provide personalized, compassionate, expert care to patients of all ages. Informed by basic research done at our Sloan Kettering Institute, scientists across MSK collaborate to conduct innovative translational and clinical research that is driving a revolution in our understanding of cancer as a disease and improving the ability to prevent, diagnose, and treat it. MSK is dedicated to training the next generation of scientists and clinicians, who go on to pursue our mission at MSK and around the globe. One of the world’s most respected comprehensive centers devoted exclusively to cancer, we have been recognized as one of the top two cancer hospitals in the country by U.S. News & World Report for more than 30 years.

Vaccination for COVID-19 and Influenza (flu) is mandatory for all MSK staff. Staff are considered fully vaccinated upon completion of a primary vaccination series for COVID-19 (i.e., one dose of a single dose vaccine or a final dose of a multi-dose vaccine series). Exceptions from the COVID-19 and Influenza (flu) vaccine requirements are permitted for those who request and receive an approved medical, religious, or fully remote exemption. Requests for exemption can take up to two weeks to review. Vaccination or an approved exemption is required to start work.

Job Description

In the Office of Patient Experience Partnerships, we collaborate with internal stakeholders and outside partners to provide streamlined service to our patients and families. We provide a dedicated team of service excellence who help patients navigate MSK. We answer and facilitate patient questions and address patient needs in the moment, both in support of the patient experience journey and to alleviate administrative triage from our care teams. We prioritize elevated patient experience at every performance improvement opportunity.

We are seeking an exuberant individual with above and beyond customer service skills to join us as a Senior MSK Direct Care Advisor. You will provide customer service outreach to our patients and loved ones in ensuring patient satisfaction throughout their experience at MSK. We will represent the MSK brand together, by making a positive impression and shepherding patients through their experiences at MSK.

You Will:

• Serve as outreach for patients and caregivers, acting as a brand ambassador with your dedication and determination in supporting their journey here at MSK
• Screen cases, using established criteria and address patient questions and concerns in real-time
• Make sure to assess all of the patient's needs and facilitate resolution with our care teams, billing or other internal stakeholders related to the patient experience; And, document each interaction related to the case
• Build strong patient relationships, gaining insight into customer needs, and sees opportunities to benefit them
• Manage basic patient experience metrics to foresee or facilitate patient experience improvement opportunities
• Join performance improvement efforts with the patient voice in mind

You Are:

• An effective communicator, capable of determining how best to reach different audiences and driving communications based on that understanding
• Flexible in your approach and demeanor in order to align with the shifting demands of evolving circumstances
• Adept at creating partnerships and working collaboratively to meet shared objectives and goals
• Capable of building strong customer relationships and delivering customer-centric solutions
• A good decision-maker, with shown success at making timely decisions that keep the organization moving forward
• Willing to take action and eager to accept new opportunities and tough challenges with high energy, and passion

You Have:

• 2-4 years of proven experience in healthcare setting
• Excellent written and verbal communication skills, some experience in conflict resolution
• Computer literacy on Microsoft
• Experience in basic data analytics

Hours:

• M-F, variable between 8-6 as needed, Hybrid

Are you ready to learn more about our Benefits?

Pay Range: $32.47-$50.31

Please click to learn more about MSK’s compensation philosophy.

Closing

MSK is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, national origin, age, religion, creed, disability, veteran status or any other factor which cannot lawfully be used as a basis for an employment decision.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.