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PBS Specialist
The Patient Business Services Specialist supports the PBS Customer Service department, which manages high‑volume patient inquiries, billing concerns, and account resolution within a remote call‑center environment. The Patient Business Services Specialist plays a key role in creating a positive patient experience by providing accurate information, resolving issues promptly, and maintaining thorough documentation in EPIC.
MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention. The Patient Business Services Specialist contributes to this mission by ensuring patients receive timely, compassionate, and knowledgeable support throughout their financial experience.
The ideal candidate brings experience in high‑volume medical call centers, strong communication abilities, proficiency with EPIC, and a background in patient billing or customer service. Candidates with training in critical thinking, account resolution, and insurance processing will excel in this role.
The typical work schedule is Monday–Friday, 8am–5pm, remote with onsite work as needed.
Why Us?
Joining MD Anderson as a Patient Business Services Specialist offers the opportunity to directly support patient care by ensuring a smooth and respectful financial experience. This role strengthens the organization’s mission while providing meaningful professional growth, stability, and work‑life balance within a respected healthcare environment.
• 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 Inquiry Management
• Manage high‑volume complex inquiries in EPIC and resolve concerns within 24–48 hours
• Address patient phone calls, written correspondence, MyChart messages, and Zoom inquiries
• Apply critical thinking to review accounts and resolve concerns fully
• Document all interactions with patients, payors, and third‑party vendors accurately
• Maintain positive communication and professional service during all patient encounters
Billing & Account Resolution
• Provide billing details, itemized statements, and account summaries
• Review demographic and insurance information for accuracy and completeness
• Load and link insurance data for billing purposes
• Review accounts for potential refunds and coordinate with the Credit Resolution Team
• Analyze billing and accounting systems for correct charges, payments, and adjustments
• Follow up on aged balances and attempt to collect outstanding charges
• Complete payment plan requests accurately and monitor delinquent accounts
• Manage estate and bankruptcy processes for referral to the Office of General Counsel
• Review clinical trial accounts and communicate coverage responsibilities to patients and payors
Call Center & Provider Support
• Respond to incoming calls from providers and insurance representatives
• Supply information required to expedite claim processing and resolve inquiries
• Maintain established greetings and communication standards in all interactions
• Meet daily production and annual collection goals for the department
Compliance & Quality Assurance
• Prevent PHI/HIPAA violations
• Maintain assigned work queues without exceeding 30 days of inactivity
• Escalate issues promptly to supervisors or Patient Advocacy
• Maintain at least “achieves” on quarterly performance evaluations
• Use available resources to make accurate decisions affecting patient accounts
Teamwork & Professional Development
• Work independently while managing stress and workload demands
• Participate in training, education, and mentoring opportunities
• Build strong working relationships with patients, payors, vendors, and internal partners
• Perform other duties as assigned
EDUCATION
- Required: Associate's Degree Business Administration or related field.
- Preferred: Bachelor's Degree Business Administration or related field.
WORK EXPERIENCE
- Required: 4 years in customer service in a call center, billing, insurance follow-up, or collections, governmental regulations and/or claims adjustment in a medical or hospital business office setting..
- May substitute required education degree with additional years of equivalent experience on a one to one basis.
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
