Patient Services Operators - Supervisor

The Patient Services Operator Supervisor at MD Anderson Cancer Center provides supervision and support to the Patient Services Operators. Our PSO team 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 helping our Patient Services Operators direct 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 Bachelor's Degree and five years of experience in a call center or telecommunications environment, to include at least two years in a supervisory or lead role. The candidate must be available to work Monday - Friday, 2:00pm - 11:00pm, with one weekend shift per month, with a flex day offered. This position operates in a hybrid model, with the first 3-4 months are completely onsite for training, and in office 2 times per week onward.

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 $32.93 | Midpoint $41.11 | Maximum $49.28

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:

• Provides day-to-day supervision to assigned employees responsible for responding to and resolving customer
and patient inquiries.
• Hires, trains, develops, measures and counsels staff.
• Establishes and communicates performance metrics.
• Analyzes call statistics to monitor employees' performance and identify and implement solutions for performance
improvement.
• Develops and implements quality assurance programs to ensure customer/patient satisfaction.
• Responds to and resolves customer and patient inquiries and escalates problems to a higher level of support as appropriate.
• Understands and appropriately follows codes red and blue procedures.
• Logs and properly documents all issues and follow-up information.
• Performs other duties as assigned.
• Complies with all policies and standards.
• Demonstrates behaviors consistent with MD Anderson's Core Values: Caring, Integrity, Discovery, Safety,
and Stewardship.

Education Required: Bachelor's Degree
Experience Required: Five years of experience in a call center of telecommunications environment, to include two years of supervisory or lead experience.
Experience Preferred: Seven years of experience, to include five years of supervisory or lead 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.

Additional Information

• Requisition ID: 180980
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Day/Evening, Evenings, Rotating, Weekends
• Minimum Salary: US Dollar (USD) 68,500
• Midpoint Salary: US Dollar (USD) 85,500
• Maximum Salary : US Dollar (USD) 102,500
• FLSA: exempt and eligible for overtime, paid at a straight rate
• Fund Type: Hard
• Work Location: Hybrid Onsite/Remote
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No

#LI-Hybrid