Trane Technologies is looking for a Health Information Specialist to serve as a critical front-line contact for referring physicians and consumers reaching out to MD Anderson Cancer Center. In this role, you will provide timely and accurate information about referrals, services, and cancer-related information through telephone, email, and online channels, directly impacting service quality for patients, caregivers, and medical professionals.
What You'll Do
- Serve up to 40 hours per week responding to consumer inquiries about cancer and MD Anderson services.
- 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.
What We're Looking For
- Bachelor’s degree in Health, Social Science, Psychology, Nursing, Education, or a related field.
- One year of experience in health care, social services, help line, counseling, or teaching.
Nice to Have
- Five years of healthcare experience in customer service, call center operations, patient navigation, patient advocacy, or insurance.
- Knowledge of insurance terminology, cancer basics, insurance authorization, social work, healthcare, patient access, patient education, patient advocacy, and/or helpline experience.
- Strong interpersonal skills and a commitment to integrity.
Benefits & Compensation
- Compensation Range: $29.09 - $43.51 per hour (Annual: $60,500 - $90,500).
- 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.
Work Mode
This position is a remote role. Candidates should be based in Houston, Texas, United States.
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.
