Customer Service Specialist - Radiation Therapeutic Services

UT MD Anderson Cancer Center•Houston, TX

2d•Hybrid

About The Position

The Customer Service Specialist within Radiation Therapeutic Services at The University of Texas MD Anderson Cancer Center acts as a primary contact for individuals seeking cancer care services, including prospective patients, their families, and referring healthcare providers. This role is crucial for managing patient intake, coordinating referrals, and ensuring effective communication to facilitate a smooth patient journey. The specialist supports the institution's mission by providing exceptional customer service, maintaining accurate records, communicating effectively, and managing patient inquiries efficiently. Collaboration with colleagues and stakeholders is key to guiding patients through the consultation and referral process. The ideal candidate possesses strong customer service skills, excellent communication abilities, multitasking proficiency, and technological aptitude, thriving in a team-oriented, adaptable, and fast-paced environment that values continuous learning and compassionate care.

Requirements

Associate's Degree
4 years General business and administrative experience, to include one year of experience in retail or ecommerce
May substitute required education degree with additional years of equivalent experience on a one to one basis.
Must pass pre-employment skills test as required and administered by Human Resources.
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.

Nice To Haves

Bachelor's Degree
Scheduling experience preferred

Responsibilities

Receive incoming calls in accordance with departmental key performance indicators
Answer questions from prospective patients in a professional, compassionate, and reassuring manner
Create a positive experience that encourages patients to move forward with a consult
Guide patients to institutional resources for additional information
Route non-patient calls using appropriate soft transfer procedures
Provide outstanding service to prospective patients, caregivers, and referring providers
Ensure demographic information is entered accurately in IRIS and Epic
Complete patient intake processes for prospective patients and referrals
Ensure referrals are entered correctly in IRIS
Document patient interactions and outreach efforts accurately and timely
Record required referral notes according to institutional guidelines
Follow up on all inquiries in accordance with established policies and procedures
Conduct timely outreach to patients who have not yet decided to proceed with a consult
Document follow-up attempts in IRIS
Close Epic referrals according to institutional guidelines
Maintain accurate referral documentation and referral notes
Support departmental performance standards through effective referral management
Manage assigned Epic work queues daily
Ensure work queue activities align with departmental key performance indicators
Process referrals accurately and efficiently
Monitor and process emails from the three established departmental email boxes
Respond promptly to prospective patient and referring physician emails
Assist with additional departmental work queues as needed
Promote safety by supporting an environment of well-being for patients, families, and stakeholders
Demonstrate courtesy through compassionate communication and teamwork
Accept accountability for applying expertise and delivering high-quality service
Support efficiency through timely execution of operational processes
Foster innovation by embracing new technologies, research, techniques, and solutions
Perform other duties as assigned

Benefits

Employer-paid medical coverage starting day one for employees working 30+ hours/week
Optional group dental, vision, life, AD&D, and disability insurance.
Accruals for PTO and Extended Illness Bank
Paid holidays
Wellness, childcare, and other leave options.
Tuition Assistance Program after six months of service
Access to extensive wellness, fitness, and employee resource groups.
Defined-benefit pension through the Teachers Retirement System
Voluntary retirement plans
Employer-paid life and reduced salary protection programs.