Sr Secretary - Patient Advocacy

The Senior Secretary in the department of Patient Advocacy at MD Anderson Cancer Center provides highly responsible, professional, front-office support to the department.  They will interact directly with patients and visitors requesting assistance by phone or walk-in visits to the department and will need to be able to navigate those conversations with empathy and professionalism.

Seeking candidates with effective verbal and written communication skills, experience answering and triaging multi-line telephone systems and voicemail messages.  Must have experience working in Microsoft Office and record management or database systems.

Onsite presence is required for this position.
 
MD Anderson offers our employees:
- Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more 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 an 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 department of Patient Advocacy provides the opportunity in a confidential setting for patient or their family to voice a complaint, concern, or problem, or to seek a resolution. Patient advocates also provide information about resources and services available to patients and families, as well as education about patient rights and responsibilities.

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.”  MD Anderson’s mission is to eliminate cancer in Texas, the nation and the world through exceptional programs that integrate patient care, research and prevention. Our mission also includes education for undergraduate and graduate students, trainees, professionals, employees and the public.

KEY FUNCTIONS:

Customer Service:
Greet and assist all patients, family members, visitors, and staff who enter the Advocacy office.  Maintain professional demeanor and open communication with those waiting in office.  Respond to customer needs with tact, sensitivity, and confidentiality.  Respond to customer needs with tact, sensitivity and confidentiality.  Display professionalism in handling emotional or angry visitors.   Answer, screen, and respond to incoming Advocacy department telephone calls.  Confirm all messages are accurately relayed or triaged.  Keep an accurate log of all callers and walk-ins.

Secretarial Functions:
Process and appropriately refer all incoming e-mail referrals (askMDA, Development office, Tumor Registry, etc.) via Patient Advocacy's record management system.   Create and update department e-mails, reminders, schedules, directories, distribution lists, etc.  Preparation of daily assignment sheet and update and revise departmental rosters and forms.  Track and data entry of telephone calls and walk-ins, creating statistical data spreadsheets.  Create and distribute daily Open Cases report and grievance letters that include acknowledgement, follow-up, and resolution letters.

Additional Responsibilities:
Keep reception area and patient consult rooms tidy and stocked at all times.  Serve as a backup for Senior Administrative Assistants to include processes regarding Press Ganey surveys and Discharge Follow-up calls.  Provide coverage for Patient Relations office as needed.