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The University of Texas MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention. The Health Information Specialist plays a vital role in connecting patients, caregivers, and medical professionals to accurate and timely cancer-related information while supporting access to services and care pathways.
Within askUTMDAnderson, the Health Information Specialist serves as a front-line customer service agent responding to inquiries from the general public and healthcare professionals. The Health Information Specialist utilizes strong communication and interviewing skills to guide individuals through resources and referral processes. The Health Information Specialist also supports UT MD Anderson's mission by ensuring consistent, high-quality service across phone, email, and digital channels.
The ideal candidate will have a Bachelor's degree, along with five years of healthcare experience in call-center operations, particularly in busy environments, with 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 are essential. This role requires navigating challenging conversations with patients using empathy, patience, and professionalism..
Minimum $29.09 - Midpoint $36.30 - Maximum $43.51
The typical work schedule: This position is fully remote, including the first 6-8 weeks of training, which will also be conducted remotely. The candidate must be able to work four 10-hour shifts per week on a rotating schedule from 8:00 a.m. to 7:00 p.m., including rotating Saturdays.
Why Us?
At UT MD Anderson, this role directly supports individuals seeking guidance during critical moments by providing reliable information and access to cancer care services. The position offers meaningful opportunities to enhance communication skills, expand healthcare knowledge, and contribute to a mission-driven organization while working in a collaborative and supportive environment that values professional growth and work-life balance.
• Employer-paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance.
• Accruals for PTO and Extended Illness Bank, plus paid holidays, wellness, childcare, and other leave options.
• Tuition Assistance Program after six months of service and access to extensive wellness, fitness, and employee resource groups.
• Defined-benefit pension through the Teachers Retirement System, voluntary retirement plans, and employer-paid life and reduced salary protection programs.
Responsibilities
Customer Engagement & Support
• Respond to consumer inquiries about cancer and UT MD Anderson services up to 40 hours per week
• Provide timely and accurate information via calls, emails, work queues, and other communication channels
• Assist customers in navigating and initiating the referral process
• Assess caller needs using active listening and structured interviewing techniques
• Tailor responses to individual literacy levels and verify understanding and satisfaction
Communication & Service Excellence
• Use strong communication techniques in alignment with institutional policies
• Apply appropriate medical and legal disclaimers during interactions
• Handle difficult inquiries while reducing anxiety and de-escalating concerns
• Conduct follow-up procedures to evaluate customer satisfaction
Knowledge & Professional Development
• Develop and maintain core knowledge of cancer, institutional services, and resources
• Successfully pass initial certification assessment with a score of 90%
• Maintain ongoing educational requirements and daily integration of new materials
• Identify knowledge gaps and conduct research to support service quality
Documentation & Systems Utilization
• Maintain accurate customer service data management and documentation
• Demonstrate proficiency in computer and telephony systems
• Review documentation for quality and accuracy
• Use system-generated data to monitor and improve individual performance
Quality Improvement & Team Contributions
• Participate in inquiry monitoring and apply performance feedback
• Contribute to quality assurance initiatives and process improvements
• Identify new processes to enhance customer service outcomes
• Assist in training new employees
• Perform other duties as assigned
EDUCATION
- Required: Bachelor's Degree Social Sciences, Psychology, Nursing, Education, Communications or related field.
- Preferred: Master's Degree or
- Preferred: Graduate level courses
WORK EXPERIENCE
- Required: 1 year Health care, social services, help line, counseling or teaching experience.
- Preferred: Experience with insurance authorization, customer service, call center operations, patient navigation, or patient advocacy.
OTHER REQUIREMENTS: Must pass pre-employment skills testing as required and administered by Human Resources.
The University of Texas MD Anderson Cancer Center offers excellent
benefits, including medical, dental,
paid time off,
retirement, 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.htmlAdditional Information
- Requisition ID: 181241
- Employment Status: Full-Time
- Employee Status: Regular
- Work Week: Days, Evenings, Varied, 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: No
- Referral Bonus Available?: No
- Relocation Assistance Available?: No
#LI-Remote
