The mission of The University of Texas M. D. 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.
JOB SPECIFIC COMPETENCIES
*The ideal candidate will be fluent in English and Mandarin Chinese.
International Patient Liaison.
Coordinates patient care services for international patients.
Liaisons with international patients, referring physicians and embassies to obtain demographic and medical information for MDACC triage services.
Communicates with medical director(s)/advanced clinical practitioner regarding acceptance of patients and patient problems.
Demonstrates verbal fluency in two or more languages (English being one of the languages).
Maintains current information and familiarity with MDACC policies and procedures.
Informs patients and families of Houston accommodations; coordinates vehicle transportation, between airport and hospital/hotel.
Assists international patients with internal systems (including financial evaluation, insurance and billing).
*Patient Access
Consistently and accurately utilizes medical acceptance criteria to screen and schedule appointments for new patients in a way to ensure optimal efficiency in clinic operations.
Clearly and professionally communicates information during all patient communication.
Follows established customer service guidelines and strives to meet all reasonable patient requests.
Reliably routes patient to appropriate destination with warm transfer whenever possible.
Supports successful implementation of department-wide new tools, support, and operational models to improve access to care and employee workflow.
Completely and accurately captures and documents communications with payors, patients, and the treatment team.
Captures information using established guidelines for each area while demonstrating appropriate task prioritization and urgency.
*Registration
Collects complete and accurate demographic and financial data during intake process to ensure appropriate financial screening of new patients and verifies data during new patient registration to ensure compliance with required forms and consents.
Provides financial information to patients obtained during verification process by Financial Clearance staff, to include cost estimates, discounts, and patient financial assistance.
*Oral and Written Communication
Uses excellent oral communication and listening skills to communicate with patient, referral source, MDACC physician and MDACC clinical staff regarding barriers to access or financial clearance.
Responds to voicemail and myChart messages within one business day and answers phone calls in a timely manner (within 3 rings).
Clearly and professionally communicates information during all patient communication.
Follows established customer service guidelines and strives to meet all reasonable patient requests.
Reliably routes patient to appropriate destination with warm transfer whenever possible.
Other duties as assigned
COMPETENCIES
Service Orientation
Provide service to our stakeholders, including patients, caregivers, colleagues and each other, in a safe, courteous, accountable, efficient and innovative manner to include:
Promoting belonging and collegiality that demonstrates respect and professionalism to our stakeholders at all times
Modeling safe, ethical behavior that mitigates risk to the institution through sound business practices, and adherence to MD Anderson's Standards of Conduct, institutional policies and procedures
Responding to requests in a timely manner while proactively communicating expectations for procedures, service arrival, or project deliverables to stakeholders
Using the steps to HEAL (Hear, Empathize, Address and Learn) the relationship when service recovery is needed
Customer Focus
Builds and maintains customer satisfaction with the products and services offered by the organization through skills demonstrated in communication, personalization of interaction, regulation of emotions, and proactive problem solving.
Performance Statement Examples
Presents a cheerful, positive manner with customers either on the phone or in person. Shows interest in, actively listens to and responds in a clear and timely manner to customer's expressed needs.
Focuses on the customer's results, rather than own. Goes beyond basic service expectations to help customers implement complete solutions through personalized service that anticipates the customer's unspoken needs.
Delivers services when and where the customer needs them. Explores options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied by addressing the root cause of the issue. Problem solveswith patient, family member, care giver or clinical team to aid in proactively resolving issues and concerns.
Provides to customers status reports and progress updates. Seeks customer feedback and ensures needs have been fully met.
Talks to customers (internal and external) with a pleasant tone to find out what they need and how satisfied they are with the service. Remains in control of own reactions and responds in a manner that demonstrates appropriate nonverbal cues and complements the customer's emotions in the situation. Recognizes when it is necessary to escalate situations to leadership to ensure customer satisfaction.
*Education
Required*: Associate's degree.
Experience
Required: Four years of experience working with international patients or customers. May substitute required education degree with additional years of equivalent experience on a one to one basis. Verbal fluency in two or more languages (English being one of the languages)
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: 174279
Employment Status: Full-Time
Employee Status: Regular
Work Week: Days
Minimum Salary: US Dollar (USD) 53,000
Midpoint Salary: US Dollar (USD) 66,000
Maximum Salary : US Dollar (USD) 79,000
FLSA: non-exempt and eligible for overtime pay
Fund Type: Hard
Work Location: Hybrid Onsite/Remote
Pivotal Position: Yes
Referral Bonus Available?: Yes
Relocation Assistance Available?: Yes
Science Jobs: No
LI-Hybrid
