Patient Services Operator

The Patient Services Operator at MD Anderson Cancer Center provides prompt, courteous, and accurate information to callers using institutional systems such as computer telephony software, patient care management databases, and other communication platforms. This role is essential in directing callers to the appropriate destination, supporting paging operations, managing code calls, and delivering exceptional service in a high volume, fast paced environment.

The ideal candidate will have a high school diploma or equivalent, two years of customer service experience, and preferably experience in a healthcare call center. Associate level education and bilingual skills in Spanish are preferred. The ideal candidate must also be available to work 2:00PM - 11:00PM, Saturday through Wednesday, and off every Thursday and Friday. This position operates in a hybrid model, but the first 3-4 months are onsite, including 3 weeks of classroom training and 2 weeks of call based training. Remote work is permitted only after supervisors assess readiness for independent work.

askMDAnderson serves as a central point of contact for patients, caregivers, medical professionals, and the public, helping individuals navigate MD Anderson's services, departments, and critical communication systems. The Patient Services Operator plays a key role in institutional communications, emergency escalation, and customer experience.

Hourly breakdown of salary range:

Minimum $18.00 | Midpoint $20.54 | Maximum $23.08

MD Anderson Offers Our Employees:

• Paid employee medical benefits (zero premium) starting on the first day for employees working 30+ hours per week
• Group Dental, Vision, Life, AD&D, and Disability coverage
• Paid Time Off (PTO) and Extended Illness Bank (EIB) paid leave accruals
• Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs
• Tuition Assistance Program after six months of service
• Teachers Retirement System defined benefit pension plan and two voluntary retirement plans
• Employer paid life, AD&D, and illness related reduced salary pay program
• Health Savings Account and Dependent Care Reimbursement flexible spending accounts
• Fertility benefits
• State of Texas longevity pay
• Extensive wellness, recognition, fitness, employee health programs, and employee resource groups

The University of Texas MD Anderson Cancer Center is ranked the nation's top hospital for cancer care by U.S. News & World Report's "Best Hospitals." Our mission is to eliminate cancer in Texas, the nation, and the world through exceptional programs that integrate patient care, research, and prevention.

Essential Job Functions:

• Answer all main institutional phone lines 24/7, including after hours support for Houston area locations
• Assist callers with patient information, directions, and navigation throughout the institution
• Deliver one call resolution in a high volume environment while maintaining 90% availability
• Utilize advanced problem solving skills to assist patients, employees, and colleagues
• Maintain operations during inclement weather as a member of the ride out or recovery team
• Protect the privacy of patients and employees by adhering to HIPAA regulations
• Maintain a professional, positive attitude during emotionally charged situations
• Proactively contact and provide critical information to multidisciplinary teams during Code Blue and MERIT events
• Page physicians after hours, including weekends and holidays
• Conduct follow up calls to patients to prevent breakdowns in communication
• Report issues or discrepancies with departmental systems including web on call, EPIC, and Infinity
• Allow trainees to shadow during new hire, refresher, or implementation training
• Mail or fax patient schedules as requested
• Other duties as assigned

Education Required: High school diploma or equivalent

Education Preferred: Associate degree in communications or related field; bilingual in Spanish

Experience Required: Two years of customer service experience

Experience Preferred: Healthcare call center experience

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: 181591
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Day/Evening, Evenings, Rotating, Weekends
• Minimum Salary: US Dollar (USD) 37,450
• Midpoint Salary: US Dollar (USD) 42,725
• Maximum Salary : US Dollar (USD) 48,000
• FLSA: non-exempt and eligible for overtime pay
• Fund Type: Hard
• Work Location: Hybrid Onsite/Remote
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No

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