Job Description

Facilitator, Patient Empowerment

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

The Patient Empowerment Facilitator provides an important line of communication for all prospective patients and caregivers.  Their role is to actively listen and seek to understand caller needs, translate those needs into specific possibilities of care and speak confidently and accurately to CTCA’s key differentiators. The Facilitator is responsible for acquiring, maintaining and demonstrating a deeper level of specialized knowledge in such areas as oncology, cancer treatments, insurance offerings and hospital specialties.

The Facilitator is accountable for delivering on established patient acquisition goals by meeting or exceeding monthly appointments kept and treatment goals.   In doing so, they need to gain a deep understanding of prospects’ needs and barriers and be able to leverage CTCA offerings to overcome those barriers in order to bring in patients for treatment at one of the CTCA facilities. The Facilitator is also responsible for reaching out to and maintaining referred prospects in their funnel until they have come to a treatment decision.  Given the tenure and experience of the Facilitator they are expected to be capable of handling a larger funnel of patients, have the ability to deliver a higher quota of treatments/appointments kept and demonstrate proficiency in more than 1 cancer type.

Job Accountabilities

50%) Handle qualified in-bound calls, transferred from the Empowerment Patient Advocates and navigate these prospects through their decision-making process in adherence to the CONNECT ® model.

  • Utilize the CRM System (CompassioNet) and supporting tools and reports to manage all leads entering their funnel and optimize opportunities to meet monthly quota
  • Adjust prospect grade and rank as more information is gathered through ongoing discussions
  • Possess professional integrity and high ethical and moral standards as well as discretion

A Facilitator is expected to demonstrate a high level of proficiency with our CONNECT model, understanding of funnel management and CompassioNet record management.

15%) Utilize funnel reports/CompassioNet tools to manage weekly and monthly pipeline.

A Facilitator is expected to have a high degree of adherence to our funnel management guidelines.

10%) Submit and communicate Insurance Verification results with prospective patient. A Facilitator has a deeper understanding of insurance plans and should be able to challenge hospital decisions to ensure we don’t miss opportunities.

10%) Utilize CTCA’s Patient Offering programs for all prospective patients, particularly prospects who have approved insurance and have not scheduled an appointment or decided to treat at CTCA.

Leverage all available resources to support the prospect and collaborate with other departments, hospitals and external resources to effectively support and assist prospective patients by effectively addressing their needs, concerns, and obstacles. A Facilitator is expected to have a high level of resource utilization at all appropriate points in their funnel.

10%) Communicate CTCA’s key differentiators accurately and effectively to highlight "Why CTCA?"

10%) Work with the hospital Clinical and Scheduling teams to make sure that the patient’s initial evaluation is scheduled in a manner that supports patient’s needs and requests.

5%) Actively participate in all new and ongoing department initiatives:

  • Provide personal knowledge, best practices and assist with side by sides to help mentor Patient Advocate Reps and to enhance patient experience and department productivity
  • Monitor own effectiveness for the purpose of continued improvement
  • Actively participate in all new and ongoing training initiatives; develop a deeper understanding of product and service knowledge;  Be accountable for building advanced level knowledge of oncology and cancer treatment options and protocols expected for a Facilitator.

Education/Experience Level

  • College Education (BA, BS) in Business/Marketing/Sales/Healthcare related field etc. required
  • Top sales quota performer for a minimum of 5 years in pharma, life insurance, financial services, mortgage brokerage, long-term care insurance or a similar industry
  • Demonstrated consistency in delivering quota year after year
  • High sales conversion record
  • Achievement oriented; motivated by monthly sales quotas and company objectives
  • Familiarity with healthcare services/oncology is preferred
  • Working knowledge of Oncology/Healthcare services is preferred

Knowledge and Skills

Knowledge and Skills Required:

  • Excellent closing skills
  • Active listening
  • Verbal fluency and facilitative influence over the telephone and computer
  • Computer/On-line Skills (i.e. chatting, proficient in typing)
  • Integrity
  • Discretion
  • Self-awareness
  • Tenacity(does not give up when faced with challenges/adversity)
  • Resilience (necessary to build deep personal connections with callers in distress)
  • Strong interpersonal and communication skills
  • Open to feedback and focused on ongoing self-improvement (i.e. coachable).  Also able to provide feedback to others in an open and constructive manner.
  • Adaptable to ongoing change in the form of new initiatives, models and processes.
  • Commitment to continuous learning and improvement
  • Achievement-orientation (motivated by sales quota and company objectives)
  • Internally motivated to help others (i.e. callers, team members)
  • Passionate about CTCA’s mission and values
  • Trustworthy

Demonstrated ability to:

  • Function in a self-directed and confident manner
  • Organize work tasks efficiently and conduct timely and effective follow through
  • Collaborate within and across teams
  • Attend to multiple, sometimes competing demands without distraction (e.g., communicating through multiple media and monitoring call/chat queue)
  • Provide management insightful feedback
  • Listen to and understand customer needs while building personal relationships and communicating with empathy and compassion

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit:  Jobs.cancercenter.com to begin your journey.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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