Customer Service Specialist - Radiation Therapeutic Services

Customer Service Specialist

The University of Texas MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention. Within Radiation Therapeutic Services, the Customer Service Specialist serves as a key point of contact for prospective patients, caregivers, referring providers, and other stakeholders seeking access to cancer care services. The Customer Service Specialist supports patient intake, referral coordination, and communication processes that contribute to a seamless patient experience.

UT MD Anderson is internationally recognized for excellence in patient care, research, education, and prevention. The Customer Service Specialist plays a vital role in supporting institutional goals through exceptional customer service, accurate documentation, effective communication, and timely management of patient inquiries. The Customer Service Specialist collaborates with colleagues and stakeholders to ensure patients receive guidance and support throughout the consultation and referral process.

The ideal candidate for the Customer Service Specialist role demonstrates strong customer service experience, excellent verbal and written communication skills, the ability to manage multiple priorities, and proficiency in working with technology systems. Candidates who excel in teamwork, adaptability, active listening, professional development, and technical expertise while providing compassionate service in a fast-paced environment are encouraged to apply.

Minimum $21.88 Midpoint $27.40 Maximum $32.93 per hour Hybrid Position Work Location: Texas Medical Center

Why Us? At UT MD Anderson, the Customer Service Specialist contributes directly to the institution's mission by helping prospective patients navigate access to world-class cancer care. This role offers opportunities to develop customer service and healthcare operations expertise while working in a collaborative hybrid environment focused on service excellence, innovation, and continuous learning.

Responsibilities

• Customer Service & Patient Support
• Receive incoming calls in accordance with departmental key performance indicators
• Answer questions from prospective patients in a professional, compassionate, and reassuring manner
• Create a positive experience that encourages patients to move forward with a consult
• Guide patients to institutional resources for additional information
• Route non-patient calls using appropriate soft transfer procedures
• Provide outstanding service to prospective patients, caregivers, and referring providers
• Patient Intake & Documentation
• Ensure demographic information is entered accurately in IRIS and Epic
• Complete patient intake processes for prospective patients and referrals
• Ensure referrals are entered correctly in IRIS
• Document patient interactions and outreach efforts accurately and timely
• Record required referral notes according to institutional guidelines
• Follow-Up & Referral Management
• Follow up on all inquiries in accordance with established policies and procedures
• Conduct timely outreach to patients who have not yet decided to proceed with a consult
• Document follow-up attempts in IRIS
• Close Epic referrals according to institutional guidelines
• Maintain accurate referral documentation and referral notes
• Support departmental performance standards through effective referral management
• Work Queue & Email Management
• Manage assigned Epic work queues daily
• Ensure work queue activities align with departmental key performance indicators
• Process referrals accurately and efficiently
• Monitor and process emails from the three established departmental email boxes
• Respond promptly to prospective patient and referring physician emails
• Assist with additional departmental work queues as needed
• Service Excellence
• Promote safety by supporting an environment of well-being for patients, families, and stakeholders
• Demonstrate courtesy through compassionate communication and teamwork
• Accept accountability for applying expertise and delivering high-quality service
• Support efficiency through timely execution of operational processes
• Foster innovation by embracing new technologies, research, techniques, and solutions
• Perform other duties as assigned

Education

• Required: Associate's Degree
• Preferred: Bachelor's Degree

Work Experience

• Required: 4 years General business and administrative experience, to include one year of experience in retail or ecommerce
• May substitute required education degree with additional years of equivalent experience on a one to one basis.
• Preferred: Scheduling experience preferred

Other Requirements: Must pass pre-employment skills test as required and administered by Human Resources. 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.

MD Anderson Cancer Center