Patient Services Operator

UT MD Anderson Cancer Center

Town of Texas (WI)

Hybrid

USD 37,000 - 48,000

Full time

4 days ago

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Benefits offered by this job

Paid medical benefits (zero premium)

Dental, Vision, Life, AD&D, Disability

PTO and EIB paid leave

Tuition Assistance Program

Retirement plans

HSA and dependent care FSAs

Fertility benefits

Job summary

The University of Texas MD Anderson Cancer Center is seeking a Patient Services Operator to provide prompt, courteous information to callers, direct inquiries, and support paging and code events in a high-volume setting.

Qualifications include a high school diploma, two years of customer service, and preferred associate degree with bilingual Spanish. The role is hybrid; onsite training first 3–4 months, then potential remote work after readiness assessment. Salary range and benefits are listed.

Qualifications

High school diploma or equivalent required
Two years of customer service experience required
Healthcare call center experience preferred
Associate degree in communications or related field preferred
Bilingual in Spanish preferred
Availability for 2:00PM–11:00PM, Saturday–Wednesday; off Thu–Fri
Hybrid role; first 3–4 months onsite with classroom and call-based training
Remote work permitted only after supervisor assessment of readiness

Responsibilities

Answer main institutional phone lines 24/7, including after-hours
Assist callers with patient information and navigation
Provide one-call resolution with high availability (~90%)
Protect patient and employee privacy per HIPAA
Page physicians after hours, weekends, and holidays
Support Code Blue and MERIT communication needs
Shadow trainees during onboarding and training
Handle scheduling mailings or faxes as requested

Skills

Customer service

Communication

Bilingual Spanish (preferred)

Education

High school diploma or equivalent

Associate degree in communications or related field (preferred)

Spanish bilingual (preferred)

Tools

Computer telephony software

EPIC

Infinity

Web on Call

Job description

The Patient Services Operator at MD Anderson Cancer Center provides prompt, courteous, and accurate information to callers using institutional systems such as computer telephony software, patient care management databases, and other communication platforms. This role is essential in directing callers to the appropriate destination, supporting paging operations, managing code calls, and delivering exceptional service in a high volume, fast paced environment.

The ideal candidate will have a high school diploma or equivalent, two years of customer service experience, and preferably experience in a healthcare call center. Associate level education and bilingual skills in Spanish are preferred. The ideal candidate must also be available to work 2:00PM — 11:00PM, Saturday through Wednesday, and off every Thursday and Friday. This position operates in a hybrid model, but the first 3–4 months are onsite, including 3 weeks of classroom training and 2 weeks of call based training. Remote work is permitted only after supervisors assess readiness for independent work.

askMDAnderson serves as a central point of contact for patients, caregivers, medical professionals, and the public, helping individuals navigate MD Anderson’s services, departments, and critical communication systems. The Patient Services Operator plays a key role in institutional communications, emergency escalation, and customer experience.

Hourly breakdown of salary range:

Minimum $18.00 | Midpoint $20.54 | Maximum $23.08

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

The University of Texas MD Anderson Cancer Center is ranked the nation’s top hospital for cancer care by U.S. News & World Report’s “Best Hospitals.” Our mission is to eliminate cancer in Texas, the nation, and the world through exceptional programs that integrate patient care, research, and prevention.

Essential Job Functions:

Answer all main institutional phone lines 24/7, including after hours support for Houston area locations
Assist callers with patient information, directions, and navigation throughout the institution
Deliver one call resolution in a high volume environment while maintaining 90% availability
Utilize advanced problem solving skills to assist patients, employees, and colleagues
Maintain operations during inclement weather as a member of the ride out or recovery team
Protect the privacy of patients and employees by adhering to HIPAA regulations
Maintain a professional, positive attitude during emotionally charged situations
Proactively contact and provide critical information to multidisciplinary teams during Code Blue and MERIT events
Page physicians after hours, including weekends and holidays
Conduct follow up calls to patients to prevent breakdowns in communication
Report issues or discrepancies with departmental systems including web on call, EPIC, and Infinity
Allow trainees to shadow during new hire, refresher, or implementation training
Mail or fax patient schedules as requested
Other duties as assigned

Education Required: High school diploma or equivalent
Education Preferred: Associate degree in communications or related field; bilingual in Spanish
Experience Required: Two years of customer service experience
Experience Preferred: Healthcare call center experience

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.html

Additional Information