Health Information Specialist

Position Title: Health Information Specialist

Department: askMDAnderson

Division: Patient Experience

Reports to: Supervisor, Health Information Services, askMDAnderson

 Shift: Monday – Saturday, 7:00am – 7:00pm. Four 10-hour shifts a week. Rotating schedule.

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.

The ideal candidate has experience in call-center operations, particularly in busy environments, with knowledge of insurance terminology, cancer basics, insurance authorization, social work, healthcare, patient access, patient education, patient advocacy, and/or helpline experience. Strong interpersonal skills and a commitment to integrity are essential. This role requires navigating challenging conversations with patients using empathy, patience, and professionalism. Our business hours are Monday-Saturday, 7:00 am-7:00 pm and Pre-Intake Navigation Team works a four 10-hour shifts a week.

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.

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

 Discovery: We embrace creativity and seek new knowledge.  

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

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

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.