Hourly breakdown of salary range:

Minimum $29.09 | Midpoint $36.30 | Maximum $43.51

MD Anderson Offers Our Employees:

Paid employee medical benefits (zero premium) starting on the first day for employees working 30+ 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, AD&D, and illness-related reduced salary pay program
Health Savings Account and Dependent Care Reimbursement flexible spending accounts
Fertility benefits
State of Texas longevity pay
Extensive wellness, recognition, fitness, employee health programs, and employee resource groups

Essential Job Functions:

Serve up to 40 hours per week responding to consumer inquiries about all aspects of cancer and MD Anderson
Provide timely, accurate information regarding programs and services through calls, emails, work queues, and other channels
Help customers navigate and initiate the MD Anderson referral process
Apply strong interviewing and communication skills in accordance with institutional policies
Use medical and legal disclaimers appropriately
Translate technical information to the literacy level of each customer and verify understanding
Participate fully in customer service data management and documentation
Handle difficult inquiries, reduce caller anxiety, and de escalate frustration
Conduct follow-up procedures to assess customer satisfaction
Acquire and maintain core knowledge of cancer, MD Anderson services, and institutional resources
Successfully pass initial certification assessment with a score of 90%
Demonstrate mastery of ongoing education requirements
Maintain proficiency in computer and telephony systems
Read and integrate new materials daily
Identify resource gaps and conduct research as needed
Assist in new employee training
Use system generated data to assess performance and achieve departmental standards
Assess each caller's needs using active listening and interviewing
Tailor responses to the individual needs of each customer
Verify caller understanding and satisfaction before completing calls
Contribute to quality assurance efforts and incorporate new processes
Review documentation for quality and accuracy
Participate in inquiry-monitoring and apply performance feedback
Identify new processes to support quality and customer service goals
Other duties as assigned

Education Required:

Bachelor's degree in Health, Social Science, Psychology, Nursing, Education, or related field.

Experience Required:

One year of experience in health care, social services, help line, counseling or teaching.

Experience Preferred:

Five years of healthcare experience high call volume customer service areas. The University of Texas MD Anderson Cancer Center offers excellent [benefits](https://www.utsystem.edu/offices/employee-benefits/insurance-0/eligibility), including medical, dental, [paid time off](https://www.mdanderson.org/about-md-anderson/employee-resources/leave.html), [retirement](https://www.utsystem.edu/offices/employee-benefits/ut-retirement-program/voluntary-retirement-programs), 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](http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html) Additional Information

Requisition ID:

182246

Employment Status:

Full-Time

Employee Status:

Regular

Work Week:

Day/Evening, Evening/Night, Evenings, Rotating, Weekends

Minimum Salary:

US Dollar (USD) 60,500

Midpoint Salary:

US Dollar (USD) 75,500

Maximum Salary :

US Dollar (USD) 90,500

FLSA:

non-exempt and eligible for overtime pay

Fund Type:

Hard

Work Location:

Remote (within Texas only)

Pivotal Position:

Referral Bonus Available?: No
Relocation Assistance Available?

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