Health Information Specialist

The hours are Monday - Friday 10am-7pm
Position Title: Health Information Specialist
Department: askMDAnderson
Division: Patient Experience
Reports to: Supervisor, Health Information Services, askMDAnderson
MISSION STATEMENT: MDAnderson Cancer Center
The mission of The University of Texas MDAnderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.
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 askMDAnderson policies and procedures.
SERVICE EXCELLENCE
Provide service to our stakeholders including patients, caregivers, colleagues and each other, in a safe courteous, accountable, efficient and innovative manner to include:

• Safety: Provide an environment of well-being for patients, their families and our other stake-holders.

• Courtesy: Create a positive, compassionate, individual experience through communication and teamwork by addressing the needs, wants, stereotypes and emotions of each person.

• Accountability: Apply expertise and commit to the highest level of service and accept responsibility for the result

• Efficiency: Deliver seamless operation of systems and processes in a timely manner.

• Innovation: Advance knowledge and patient care in a solution-oriented environment that is conducive to learning and encourages acceptance of new research, techniques and technologies.

KEY FUNCTIONS
1. Consumer Inquiries
a. Serves up to 40 hours/week, responding to consumer inquiries about all aspects of cancer and
MDAnderson. Provides timely, accurate responses to consumer inquiries regarding MDAnderson programs and services, using approved resources, as needed (calls, emails, in-basket messages, faxes, work queue referrals, NRC calls). Consistently meets program standards in all communications.
b. Helps customers understand, navigate and/or initiate the MDAnderson referral process.
c. Uses comprehensive communication and interviewing skills to respond to information requests. Responds with accuracy and in accordance with all askMDAnderson and MDAnderson policies and procedures.
d. Utilizes standard medical, legal disclaimers to ensure appropriate interpretation of professional role.
e. Translates technical information to language/literacy level of each customer and uses active listening skills to verify understanding.
f. Participates fully in all customer service data collection and management processes, using standard or customized software with proficiency and accuracy.
g. Renders timely, accurate call and e-mail follow-up to all consumers, consistently meeting program standards
h. Handles inquiries from difficult, challenging customers using effective communication skills to reduce anxiety and de-escalate customer frustration.
i. Conducts follow-up procedures as needed to assess customer satisfaction. Provides appropriate documentation on such materials.
2. Knowledge Acquisition and Management
a. Acquires and competently demonstrates core knowledge of cancer and MD Anderson resources and practices, efficiently utilizing internal databases and approved resources.
b. Takes and passes initial certification assessment with a 90% score after successful completion of training.
c. Participates actively in all required continuing education requirements and demonstrates mastery and retention of content.
d. Masters use of computer and telephony equipment and software.
e. Reads new materials and information daily and integrates new knowledge into program operations.
f. Identifies program resource gaps and independently conducts research to address needs.
g. Uses experience and resource knowledge to proactively help colleagues respond to difficult inquiries.
h. Assists in new employee training as needed.
i. Uses telephone-system-generated data to assess personal work performance, practices and customer service issues. Adopts departmental standards as performance achievement goals.
3. Customer Service and Quality Assurance
a. Assesses the information needs of each caller by using active listening and interviewing skills.
b. Tailors appropriate response to each customer's individual needs.
c. Verifies that caller understands the information provided and ensures caller satisfaction before terminating call.
d. Contributes to total program quality assurance measures; incorporates new information or procedures into practice as adopted by the program.
e. Provides quality control review of all call and e-mail documentation, data and mail-out materials requirements.
f. Participates in periodic monitoring of customer inquiries. Utilizes performance feedback to refine quality of service provided.
g. Actively identifies new processes that could help improve quality and customer service. Communicates to caller in a reassuring and non-defensive manner.
h. Utilizes performance feedback by supervisor to refine quality of service provided.
4. Other Duties As Assigned
INSTITUTIONAL CORE VALUES:
Caring: By our words and actions we create a caring environment for everyone.

• We are sensitive to the concerns of our patients and co-workers
• We are respectful and courteous to each other at all times.
• We promote and reward teamwork and inclusiveness.

Integrity: We work together to merit the trust of our colleagues and those we serve.

• We hold ourselves, and each other, accountable for practicing our values.
• We communicate frequently, honestly, openly.
• By our actions, we create an environment of trust.

Discovery: We embrace creativity and seek new knowledge.

• We help each other identify and solve problems.
• We seek personal growth and enable others to do so.
We encourage learning, creativity and new ideas.

Safety: We provide a safe environment - physically and psychologically - for our patients, for our colleagues and for our community.

• We create a sense of security and empowerment and are committed to keeping one another free from harm.
• We embrace a framework and best practices for the highest quality of care and service.
• We inspire trust by modeling excellence in our work and acceptance of each person's contributions.

Stewardship: We protect and preserve our institutional reputation and the precious resources - people, time,financial and environmental - entrusted to us.

• We prioritize the health and well-being of each other.
• We act responsibly to safeguard the institution's finances.
• We ensure the proper care and use of time, data, materials, equipment and property afforded to us.

CORE COMPETENCIES:

• IC - Self-Adaptability:

o Work in situations involving uncertainty, shifting priorities, and rapid change; and
o Deal constructively with mistakes and setbacks; and
o Demonstrate flexibility.

• IC - Oral Communication:

o Express ideas clearly and concisely in groups and one-to-one conversations; and
o Create an environment with open channels of communication.

• IC - Written Communication:

o Convey information clearly and concisely through both formal and informal documents; and
o Adapt writing style to fit the audience.
SUPERVISION
Received: Direct supervision from the Supervisor and Manager, Health Information Services, askMDAnderson
EDUCATION
Required: Bachelor's degree in Health, Social Science, Psychology, Nursing, Education, or related similar field
Preferred: None
EXPERIENCE
Required: Customer service work experience, including use of computers for data entry, research and e-mail correspondence. Must be proficient in Microsoft Word and use of Internet research skills.
Preferred: Two or more years of experience in healthcare, social sciences, telephone help line, counseling or customer service role. Knowledge of medical terminology, interviewing techniques, or coordinating or planning programs.
Working Conditions


Physical Demands
Indicate the time required to do each of the following physical demands:

Bachelor's degree in Social Sciences, Psychology, Nursing, Education, Communications or related field. One year of experience in health care, social services, help line, counseling or teaching. 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
Additional Information

• Requisition ID: 166521
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Days, Evenings
• Minimum Salary: US Dollar (USD) 58,000
• Midpoint Salary: US Dollar (USD) 72,500
• Maximum Salary : US Dollar (USD) 87,000
• 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
• Science Jobs: No

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