Serves as front-line customer service agent for referring physicians and consumers who contact MD Anderson 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 MD Anderson services and resources. Participates in initial and continuing education programs to reach required levels of the PDM.
Serves up to 40 hours/week, responding to consumer inquiries about all aspects of cancer and MD Anderson, using approved resources
Helps physicians and patients understand, initiate and navigate the MD Anderson referral process.
Uses comprehensive communication and interviewing skills to respond to information requests. Responds with accuracy and in accordance with allaskMDAnderson and MD Anderson policies and procedures.
Utilizes standard medical, legal disclaimers to ensure appropriate interpretation of professional role
Translates technical information to language/literacy level of each customer and uses active listening skills to verify understanding. .
Participates fully in all customer service data collection and management processes, using standard or customized software with proficiency and accuracy.
Renders timely, accurate call and e-mail follow-up to all consumers, consistently meeting program standards
Handles inquiries from difficult, challenging customers using effective communication skills to reduce anxiety and assuage customer frustration.
Conducts follow-up procedures as needed to assess customer satisfaction. Provides appropriate documentation on such materials.
Acquires and competently demonstrates core knowledge of cancer and MD Anderson resources and practices, efficiently utilizing internal databases and approved resources.
Takes and passes initial certification assessment with a 90% score.
Participates actively in all required continuing education requirements and demonstrates mastery and retention of content.
Masters use of computer and telephony equipment and software.
Reads new materials and information daily and integrates new knowledge into program operations.
Identifies program resource gaps and independently conducts research to address needs.
Uses experience and resource knowledge to proactively help colleagues respond to difficult inquiries
Upon demonstration of competence and knowledge of program operation participates in new employee training and/or conduct continuing education programs.
Uses telephone-system-generated data to assess personal work performance, practices and customer service issues. Adopts departmental standards as performance achievement goals.
Assesses the information needs of each caller by using active listening/interviewing skills.
Tailors appropriate response to each customer's individual needs.
Verifies that caller understands the information provided and ensures caller satisfaction before terminating call.
Contributes to total program quality assurance measures; incorporates new information or procedures into practice as adopted by the program.
Provides quality control review of all call and e-mail documentation, data and mail-out materials requirements.
Participates in periodic monitoring of customer inquiries. Utilizes performance feedback to refine quality of service provided.
Actively identifies new processes that could help improve quality and customer service. Communicates to caller in a reassuring and non-defensive manner.
Utilizes performance feedback by supervisor to refine quality of service provided.
Serves as contributing participant of assigned project teams.
Participates fully in Team Anderson activities.
Contributes to creative problem-solving; evaluates progress and identifies and/or reports obstacles/barriers.
Leads team or departmental activities, including staff meetings, as assigned.
Adheres to MD Anderson andaskMDAnderson policies and procedures
2.Knowledge Acquisition and Management
3.Customer Service and Quality Assurance
4.Team Involvement and Personal Leadership
5.Other Duties As Assigned
REQUIRED EDUCATION: Bachelor's degree in Social Sciences, Psychology, Nursing, Education, Communications or related field.
REQUIRED EXPERIENCE: One year of experience in health care, social services, help line, counseling or teaching.
Public Education Office, Cancer Information Service employees must meet federal CIS program requirements regarding testing and training. Must pass pre-employment skills testing as required and administered by Human Resources.
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
Employee Status: Regular
Minimum Salary: US Dollar (USD) 52,000
Midpoint Salary: US Dollar (USD) 65,000
Maximum Salary : US Dollar (USD) 78,000