Position Title: Health Information SpecialistDepartment: askMDAndersonDivision: Patient ExperienceReports to: Supervisor, Health Information Services, askMDAndersonShift: Two Shift Options. 40 hour work week.1. 10:00am - 9:00pm, to include rotating weekends and holidays.2. 12:00pm - 11:00pm, to include rotating weekends and holidays.MISSION STATEMENT: MDAnderson Cancer CenterThe mission of The University of Texas MDAnderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.POSITION SUMMARY:Serves as front-line customer service agent for referring physicians and consumers who contact MDAnderson for referral, service or cancer and resource information. The Health Information Specialist serves customers (general public, medical professionals, current and prospective patients) through telephone, mail and online communication channels by providing accurate and timely information. Must demonstrate consistently strong communication and interviewing skills and knowledge of cancer and MDAnderson services and resources. Participates in initial and continuing education programs to reach required levels of the PDM. Adheres toMDAnderson and askMDAnderson policies and procedures.SERVICE EXCELLENCEProvide service to our stakeholders including patients, caregivers, colleagues and each other, in a safe courteous, accountable, efficient and innovative manner to include:· Safety: Provide an environment of well-being for patients, their families and our other stake-holders.· Courtesy: Create a positive, compassionate, individual experience through communication and teamwork by addressing the needs, wants, stereotypes and emotions of each person.· Accountability: Apply expertise and commit to the highest level of service and accept responsibility for the result· Efficiency: Deliver seamless operation of systems and processes in a timely manner.· Innovation: Advance knowledge and patient care in a solution-oriented environment that is conducive to learning and encourages acceptance of new research, techniques and technologies.KEY FUNCTIONS1. Consumer Inquiriesa. Serves up to 40 hours/week, responding to consumer inquiries about all aspects of cancer andMDAnderson. Provides timely, accurate responses to consumer inquiries regarding MDAnderson programs and services, using approved resources, as needed (calls, emails, in-basket messages, faxes, work queue referrals, NRC calls). Consistently meets program standards in all communications.b. Helps customers understand, navigate and/or initiate the MDAnderson referral process.c. Uses comprehensive communication and interviewing skills to respond to information requests. Responds with accuracy and in accordance with all askMDAnderson and MDAnderson policies and procedures.d. Utilizes standard medical, legal disclaimers to ensure appropriate interpretation of professional role.e. Translates technical information to language/literacy level of each customer and uses active listening skills to verify understanding.f. Participates fully in all customer service data collection and management processes, using standard or customized software with proficiency and accuracy.g. Renders timely, accurate call and e-mail follow-up to all consumers, consistently meeting program standardsh. Handles inquiries from difficult, challenging customers using effective communication skills to reduce anxiety and de-escalate customer frustration.i. Conducts follow-up procedures as needed to assess customer satisfaction. Provides appropriate documentation on such materials.2. Knowledge Acquisition and Managementa. Acquires and competently demonstrates core knowledge of cancer and MD Anderson resources and practices, efficiently utilizing internal databases and approved resources.b. Takes and passes initial certification assessment with a 90% score after successful completion of training.c. Participates actively in all required continuing education requirements and demonstrates mastery and retention of content.d. Masters use of computer and telephony equipment and software.e. Reads new materials and information daily and integrates new knowledge into program operations.f. Identifies program resource gaps and independently conducts research to address needs.g. Uses experience and resource knowledge to proactively help colleagues respond to difficult inquiries.h. Assists in new employee training as needed.i. Uses telephone-system-generated data to assess personal work performance, practices and customer service issues. Adopts departmental standards as performance achievement goals.3. Customer Service and Quality Assurancea. Assesses the information needs of each caller by using active listening and interviewing skills.b. Tailors appropriate response to each customer's individual needs.c. Verifies that caller understands the information provided and ensures caller satisfaction before terminating call.d. Contributes to total program quality assurance measures; incorporates new information or procedures into practice as adopted by the program.e. Provides quality control review of all call and e-mail documentation, data and mail-out materials requirements.f. Participates in periodic monitoring of customer inquiries. Utilizes performance feedback to refine quality of service provided.g. Actively identifies new processes that could help improve quality and customer service. Communicates to caller in a reassuring and non-defensive manner.h. Utilizes performance feedback by supervisor to refine quality of service provided.4. Other Duties As AssignedINSTITUTIONAL CORE VALUES:Caring: By our words and actions we create a caring environment for everyone.
We are sensitive to the concerns of our patients and co-workers
We are respectful and courteous to each other at all times.
We promote and reward teamwork and inclusiveness.
Integrity: We work together to merit the trust of our colleagues and those we serve.
We hold ourselves, and each other, accountable for practicing our values.
We communicate frequently, honestly, openly.
By our actions, we create an environment of trust.
Discovery: We embrace creativity and seek new knowledge.
We help each other identify and solve problems.
We seek personal growth and enable others to do so.
We encourage learning, creativity and new ideas.
Safety: We provide a safe environment - physically and psychologically - for our patients, for our colleagues and for our community.
We create a sense of security and empowerment and are committed to keeping one another free from harm.
We embrace a framework and best practices for the highest quality of care and service.
We inspire trust by modeling excellence in our work and acceptance of each person's contributions.
Stewardship: We protect and preserve our institutional reputation and the precious resources - people, time,financial and environmental - entrusted to us.
We prioritize the health and well-being of each other.
We act responsibly to safeguard the institution's finances.
We ensure the proper care and use of time, data, materials, equipment and property afforded to us.
SUPERVISIONReceived: Direct supervision from the Supervisor and Manager, Health Information Services, askMDAndersonEDUCATIONRequired: Bachelor's degree in Health, Social Science, Psychology, Nursing, Education, or related similar fieldPreferred: NoneEXPERIENCERequired: One year of experience in health care, social services, help line, counseling or teaching.Preferred: Two or more years of experience in healthcare, social sciences, telephone help line, counseling or customer service role. To include use of computers for data entry, research, and email correspondence. Knowledge of medical terminology, interviewing techniques, or coordinating or planning programs Must be proficient in Microsoft Word and use of Internet research skills.Working ConditionsThis position requires:Working in Remote EnvironmentNo___X__ YesWorking in Patient Care Unit (e.g. Nursing unit; outpatient clinic)___X___ NoYesExposure to human/animal blood, body fluids, or tissues___X___ NoYesExposure to harmful chemicals___X___ NoYesExposure to radiation___X___ NoYesExposure to animals___X___ NoYesPhysical DemandsIndicate the time required to do each of the following physical demands:Time SpentNever0%Occasionally1-33%Frequently34-66%Continuously67-100%StandingXWalkingXSittingXReachingXLifting/CarryingUp to 10 lbsX10lbs to 50 lbsXMore than 50 lbsXPushing/Pulling XUp to 10 lbsX10lbs to 50 lbsXMore than 50 lbsXUse computer/keyboardX
