POSITION SUMMARY
Would work in close partnership with Cancer Medical Director and UM Capital Executive Leadership team to build comprehensive cancer services across UMCRH. Provides expert resource, services management and oncology patient care.

Principal Duties:
1. Provides education, information and resources about the cancer type and the treatment options at the initial consult and throughout the continuum of care
2. Lends support during consultation with a surgical oncologist, medical oncologist, and/or a radiation
oncologist, provides support during unexpected hospitalization, complications, or setbacks
3. Provides caring, individual attention, compassion, and empathy to the patient and their family
4. Assess new oncology patient referrals to identify clinical needs, issues, financial resources, and care goals
5. Obtain appropriate records and test results for proper patient evaluation
6. Assists patient in making and coordinating appointments in the proper order
7. Provides ongoing assessment of patient care management needs through frequent communication with physicians and keeps others on the care team updated on patient status and treatment strategy
8. Prioritize care management activities in order of greatest patient need and system need to achieve optimum quality and cost outcomes
9. Formulates plans to address the continuing needs of the patient following treatment in conjunction with the patient, the payer and available resources and makes appropriate referrals, and utilizes available community resources as needed.
10. Assures new patient standardized orders are updated and monitors for deviations
11. Develops and implements plan for teaching and assists in tracking outcomes
12. Develop quality improvement/patient satisfaction plans for reporting key quality metrics;
13. Develops and updates new cancer patient guidebooks with the interdisciplinary physician team
14. Supports needs of the UMCAP community in relation to cancer education, screening and prevention
15. Serves as clinical resource to assist in development of outreach strategies and community education
16. Participates in community health fairs and education events
17. Other relevant duties as assigned

Customer Service:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.

Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.
5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

Communication Etiquette:
1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.
2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.

Self Management:
1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows UMCAP safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statemen