Overview
Customer Service Specialist – PTC Business Services Jobs in Houston, TX at MD Anderson Cancer Center
The mission of The University of Texas MD Anderson 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.
The Customer Service Specialist will receive inquiries from the general public and/or internal referrals and process those according to policies and procedures. In addition, the Specialist will place outbound calls in a timely manner and according to established key performance indicators to prospective patients. The Specialist will also create new patient accounts in the designated intuitional systems, send out Welcome Letters and Register patients on-site and via smartphone (remote). And finally, the Specialist will maintain assigned Epic work queues and assist the Business Office in other assigned areas.
KEY FUNCTIONS
Receive calls in accordance with key performance indicators. Answer questions from the prospective patient that will make the patient feel at ease and want to move forward with a consult. Ensure that all demographics are placed correctly in both IRIS and Epic. Guide patients to the institutional site for questions. For non-patients ensure their call is routed correctly through soft transfers. And finally, answer all incoming emails from prospective patients or referring physicians and complete the intake process.
Follow up on all inquiries according to policies and procedures. For those patients that have not decided to move forward with a consult the Specialist will ensure there is timely follow up and that IRIS is documented with those attempts. That EPIC referrals are closed per institutional guidelines and notations documented in the referral note.
Work daily in assigned work queues in EPIC. Manage work queues so that fall in line with departmental key performance indicators. Ensure that all referrals are placed correctly in IRIS. Ensure that all emails are processed timely in the three established email boxes. When needed assist the department with other work queues as.
Other duties as assigned.
EDUCATION
Required: Associate’s degree.
EXPERIENCE
Required: Four years general business and administrative experience, to include one year of experience in retail or ecommerce. May substitute required education degree with additional years of equivalent experience on a one to one basis. Must pass pre-employment skills test as required and administered by Human Resources.
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
Additional Information
Requisition ID: 173945
Employment Status: Full-Time
Employee Status: Regular
Work Week: Days
Minimum Salary: US Dollar (USD) 45,500
Midpoint Salary: US Dollar (USD) 57,000
Maximum Salary : US Dollar (USD) 68,500
FLSA: non-exempt and eligible for overtime pay
Fund Type: Hard
Work Location: Hybrid Onsite/Remote
Pivotal Position: No
Referral Bonus Available?: No
Relocation Assistance Available?: No
Science Jobs: No
#LI-Hybrid
Title: Customer Service Specialist – PTC Business Services
Company: MD Anderson Cancer Center
Location: Houston, TX
