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.

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