Senior Secretary - Patient Advocacy

UT MD Anderson Cancer Center•Houston, TX

5d•Onsite

About The Position

The Senior Secretary in the Patient Advocacy department at MD Anderson Cancer Center provides highly responsible, professional front-office support. The role interacts directly with patients, families, visitors, and staff seeking assistance by phone or in person, and requires empathy, professionalism, discretion, and strong organizational and customer-service skills. The department provides patients and families a confidential setting to voice concerns or complaints, seek resolution, learn about available resources and services, and receive education about patient rights and responsibilities. This is a fully onsite position, Monday through Friday, 8:00 a.m. to 5:00 p.m. The Senior Secretary greets and assists visitors, manages incoming calls and referrals, maintains accurate records, prepares reports and correspondence, and supports departmental operations. The role also maintains the reception and patient consultation areas, provides backup for Senior Administrative Assistants, and covers the Patient Relations office as needed.

Requirements

High school diploma or equivalent.
Two years of experience performing responsible secretarial work.
Pass the pre-employment skills test as required and administered by Human Resources.
Strong verbal and written communication skills.
Experience managing multi-line phone systems.
Proficiency in Microsoft Office, data entry, and record management systems.
Ability to accurately triage inquiries, maintain detailed records, and handle sensitive, emotional, or complex situations with professionalism, empathy, and discretion.

Nice To Haves

Experience in a patient-facing or customer-service-facing position.

Responsibilities

Greet and assist patients, family members, visitors, and staff entering the Patient Advocacy office.
Maintain a professional demeanor and open communication with people waiting in the office; respond to needs with tact, sensitivity, and confidentiality, including when visitors are emotional or angry.
Answer, screen, and respond to incoming department telephone calls; accurately relay or triage messages.
Maintain an accurate log of callers and walk-ins.
Process and appropriately refer incoming email referrals, including askMDA, Development office, and Tumor Registry referrals, through the Patient Advocacy record management system.
Create and update department emails, reminders, schedules, directories, and distribution lists.
Prepare the daily assignment sheet and update and revise departmental rosters and forms.
Track and enter data on telephone calls and walk-ins, and create statistical spreadsheets.
Create and distribute the daily Open Cases report and grievance letters, including acknowledgement, follow-up, and resolution letters.
Keep the reception area and patient consultation rooms tidy and stocked.
Provide backup for Senior Administrative Assistants, including support for Press Ganey surveys and Discharge Follow-up calls.
Provide coverage for the Patient Relations office as needed.

Benefits

Paid employee medical benefits with zero premium starting on the first day for employees working 30 or more 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 and AD&D coverage and an illness-related reduced salary pay program.
Health Savings Account and Dependent Care Reimbursement flexible spending accounts.
Fertility benefits.
State of Texas longevity pay.
Wellness, recognition, fitness, employee health programs, and employee resource groups.
Educational opportunities and individual and team recognition.