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PBS Associate - Customer Service
The PBS Associate supports the PBS Customer Service department, which manages patient billing inquiries, account reviews, and communication through high volume interactions in EPIC. The PBS Associate provides detailed assistance to patients, payors, and internal teams while ensuring accuracy, professionalism, and timely follow up across all assigned tasks.
MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention. The PBS Associate plays an important role in supporting patient financial understanding while contributing to the overall patient experience.
The PBS Associate position is suited for an individual with hospital billing exposure who is comfortable working in a fast paced environment, using EPIC, and handling patient inquiries with empathy and precision. The PBS Associate must maintain accuracy in documentation, meet production expectations, manage work queues, and navigate insurance, refund, and bad debt processes effectively.
Work Location: Onsite: Monday – Friday 8am -5pm.
Why Us?
The PBS Associate helps ensure patients receive timely, accurate financial guidance, directly supporting MD Anderson’s mission to deliver exceptional care. This role offers meaningful growth opportunities, skill development, and the ability to support work life balance within a respected healthcare organization.
• Employer-paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance.
• Accruals for PTO and Extended Illness Bank, plus paid holidays, wellness, childcare, and other leave options.
• Tuition Assistance Program after six months of service and access to extensive wellness, fitness, and employee resource groups.
• Defined-benefit pension through the Teachers Retirement System, voluntary retirement plans, and employer-paid life and reduced salary protection programs.
Responsibilities
Patient Interaction & Inquiry Resolution
• Manage a high volume of inquiries in EPIC and resolve concerns within 24–48 hours
• Address correspondence and MyChart requests and follow up with patients promptly
• Apply critical thinking skills to ensure patient concerns are fully addressed
Account Management
• Load and link insurance information accurately
• Review accounts for possible refunds and communicate requests to the Credit Resolution Team
• Compile refund request packages for approval and processing
• Follow up on aged balances during patient encounters and work toward immediate resolution
Customer Service Excellence
• Adhere to department standards for professional greetings and conduct
• Advise patients of aged balances and attempt to collect payments
• Maintain assigned work queues with timely follow-up and meet departmental collection goals
Compliance & Documentation
• Prevent PHI/HIPAA violations and maintain strict confidentiality
• Accurately document all conversations and communications in EPIC
• Notify management promptly of delinquent accounts and escalate issues appropriately
Special Processes & Development
• Manage estate and bankruptcy processes for referral to the Office of General Counsel
• Review and refer accounts in bad debt for appropriate action
• Meet daily production standards and maintain quarterly performance expectations
• Participate in educational, training, and mentoring opportunities
• Seek assistance from Patient Advocacy for complex complaints
• Perform other assigned duties in support of departmental goals
EDUCATION
- Required: High School Diploma or Equivalent
- Preferred: Associate's Degree Business, healthcare or related field.
WORK EXPERIENCE
- Required: 3 years Experience in customer service at a call center, billing, insurance follow-up, or collections, governmental regulations and/or claims adjustment in a medical or hospital business office setting. or
- Required: 1 year Required experience with preferred degree.
- Preferred: 5 years Experience in billing, insurance follow-up, collections, cash posting, credit resolution, or bad debt management in a medical or hospital business office setting. Skills needed are excellent written and verbal communication skills, detail oriented (documentation), computer savvy, empathetic, patience, flexible, positive attitude, multi-task skills, active listener.
OTHER REQUIREMENTS: Must pass pre-employment skills test as required and administered by Human Resources.
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
