183219
askUTMDAnderson is looking for a Health Information Specialist to cover Monday-Friday 10am-7pm.
The ideal candidate is a compassionate and customer-focused professional with exceptional communication and active listening skills who can effectively support individuals seeking cancer-related information and services. They excel at navigating complex inquiries, translating technical information into understandable language, and providing a high-quality customer experience across multiple communication channels. This individual remains calm and professional in challenging situations, demonstrates strong critical thinking and attention to detail, and is committed to continuous learning, accuracy, and service excellence. They thrive in a fast-paced environment while maintaining a patient-centered approach and a commitment to quality and teamwork.
POSITION SUMMARY:
Serves as front-line customer service agent for referring physicians and consumers who contact MDAnderson for referral, service or cancer and resource information. The Health Information Specialist serves customers (general public, medical professionals, current and prospective patients) through telephone, mail and online communication channels by providing accurate and timely information. Must demonstrate consistently strong communication and interviewing skills and knowledge of cancer and MDAnderson services and resources. Participates in initial and continuing education programs to reach required levels of the PDM. Adheres to MDAnderson and askUTMDAnderson policies and procedures.
Minimum Salary: $60,500
Midpoint Salary: $75,500
Maximum Salary: $90,500
KEY FUNCTIONS:
Consumer Inquiries
- Demonstrated ability to manage a high volume of inquiries while providing timely, accurate, and compassionate service.
- Strong communication and interviewing skills with the ability to assess needs, explain complex information, and guide consumers through referral and access processes.
- Ability to tailor messaging to diverse audiences, verify understanding, and ensure customer satisfaction.
- Skilled at handling difficult conversations, de-escalating concerns, and maintaining professionalism in emotionally charged situations.
- Strong documentation and data management skills with experience utilizing multiple systems and communication platforms.
Knowledge Acquisition and Management
- Commitment to continuous learning and maintaining expertise in healthcare services, organizational resources, policies, and procedures.
- Ability to quickly learn and utilize databases, technology platforms, and telephony systems to support customer needs.
- Proactive approach to identifying knowledge gaps, researching solutions, and sharing expertise with colleagues.
- Demonstrated ability to apply new information effectively and maintain high performance standards.
Customer Service and Quality Assurance
- Consistently delivers exceptional customer service through active listening, empathy, and personalized interactions.
- Ensures accuracy, quality, and compliance in all communications and documentation.
- Receptive to coaching and performance feedback, using insights to continuously improve service delivery.
- Actively contributes to process improvement initiatives that enhance customer satisfaction, operational efficiency, and overall program quality.
Other Duties as Assigned
- Flexible, collaborative team member who readily adapts to evolving departmental and organizational needs while maintaining a strong commitment to service excellence.
EDUCATION
- Required: Bachelor’s Degree Social Sciences, Psychology, Nursing, Education, Communications or related field.
- Preferred: Master’s Degree or
- Preferred: Graduate level courses
WORK EXPERIENCE
- Required: 1 year Health care, social services, help line, counseling or teaching experience.
OTHER REQUIREMENTS: Must pass pre-employment skills testing 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.http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
Additional Information
- Requisition ID: 183219
- Employment Status: Full-Time
- Employee Status: Regular
- Work Week: Day/Evening, Days, Evening/Night, Evenings
- 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
