Health Information Specialist

The Health Information Specialist at MD Anderson Cancer Center serves as a front-line customer service agent for referring physicians and consumers who contact the institution for referrals, services, or cancer-related information. This role provides timely and accurate information through telephone, email, and online communication channels, directly impacting the quality of service provided to patients, caregivers, medical professionals, and the community.

The ideal candidate will have a Bachelor's degree, along with 2-5 years of healthcare experience in call-center operations, particularly in busy environments, with knowledge of cancer basics, patient access and education, insurance terminology, and/or helpline experience. Strong interpersonal skills and a commitment to integrity are essential. This position is fully remote, including the first 6-8 weeks of training, which will also be conducted remotely. The candidate must be able to work four 10-hour shifts per week on a rotating schedule from 12:00pm to 11:00pm during the weekdays, and 7:00am - 8:00pm during the weekends. This shift will require rotating weekends and holidays.

Hourly breakdown of salary range:
Minimum $29.09 | Midpoint $36.30 | Maximum $43.51

MD Anderson Offers Our Employees:
• Paid employee medical benefits (zero premium) starting on the first day for employees working 30+ hours per week
• Group Dental, Vision, Life, AD&D, and Disability coverage
• Paid Time Off (PTO) and Extended Illness Bank (EIB) paid leave accruals
• Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs
• Tuition Assistance Program after six months of service
• Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans
• Employer-paid life, AD&D, and illness-related reduced salary pay program
• Health Savings Account and Dependent Care Reimbursement flexible spending accounts
• Fertility benefits
• State of Texas longevity pay
• Extensive wellness, recognition, fitness, employee health programs, and employee resource groups

Essential Job Functions:
• Serve up to 40 hours per week responding to consumer inquiries about all aspects of cancer and MD Anderson
• Provide timely, accurate information regarding programs and services through calls, emails, work queues, and other channels
• Help customers navigate and initiate the MD Anderson referral process
• Apply strong interviewing and communication skills in accordance with institutional policies
• Use medical and legal disclaimers appropriately
• Translate technical information to the literacy level of each customer and verify understanding
• Participate fully in customer service data management and documentation
• Handle difficult inquiries, reduce caller anxiety, and de escalate frustration
• Conduct follow-up procedures to assess customer satisfaction
• Acquire and maintain core knowledge of cancer, MD Anderson services, and institutional resources
• Successfully pass initial certification assessment with a score of 90%
• Demonstrate mastery of ongoing education requirements
• Maintain proficiency in computer and telephony systems
• Read and integrate new materials daily
• Identify resource gaps and conduct research as needed
• Assist in new employee training
• Use system generated data to assess performance and achieve departmental standards
• Assess each caller's needs using active listening and interviewing
• Tailor responses to the individual needs of each customer
• Verify caller understanding and satisfaction before completing calls
• Contribute to quality assurance efforts and incorporate new processes
• Review documentation for quality and accuracy
• Participate in inquiry-monitoring and apply performance feedback
• Identify new processes to support quality and customer service goals
• Other duties as assigned

Education Required: Bachelor's degree in Health, Social Science, Psychology, Nursing, Education, or related field.
Experience Required: One year of experience in health care, social services, help line, counseling or teaching.
Experience Preferred: Five years of healthcare experience high call volume customer service areas.

The University of Texas MD Anderson Cancer Center offers excellent benefits , including medical, dental, paid time off , retirement , tuition benefits, educational opportunities, and individual and team recognition.

This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by law.

Additional Information

• Requisition ID: 182246
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Day/Evening, Evening/Night, Evenings, Rotating, Weekends
• Minimum Salary: US Dollar (USD) 60,500
• Midpoint Salary: US Dollar (USD) 75,500
• Maximum Salary : US Dollar (USD) 90,500
• FLSA: non-exempt and eligible for overtime pay
• Fund Type: Hard
• Work Location: Remote (within Texas only)
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No

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