Call Center Agent/Days
Company: Houston Methodist
Posted on: October 13, 2019
Houston Methodist Hospital
6445 Main St.
Houston, TX 77030
Job Type: Full-Time
Posted Date: Oct. 7, 2019
Work Shift: FT DAY
Work Week: M - F
At Houston Methodist, the Call Center Agent is responsible for
assisting internal and external customers of the assigned
department with service requests of a routine and emergent nature.
Duties include managing large volumes of inbound and outbound calls
in a timely manner, identifying callers-- needs and providing
solutions while maintaining proper documentation.
PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental ""Scope of Service"" and ""Provision of
Care"" plans, as applicable, for description of primary age groups
and populations served by this job for the respective HM
HOUSTON METHODIST EXPERIENCE EXPECTATIONS
o Provide personalized care and service by consistently
demonstrating our I CARE values:
- INTEGRITY: We are honest and ethical in all we say and do.
- COMPASSION: We embrace the whole person including emotional,
ethical, physical, and spiritual needs.
- ACCOUNTABILITY: We hold ourselves accountable for all our
- RESPECT: We treat every individual as a person of worth, dignity,
- EXCELLENCE: We strive to be the best at what we do and a model
for others to emulate.
o Focuses on patient/customer safety
o Delivers personalized service using HM Service Standards
o Provides for exceptional patient/customer experiences by
following our Standards of Practice of always using Positive
Language (AIDET, Managing Up, Key Words)
o Intentionally rounds with patients/customers to ensure their
needs are being met
o Involves patients (customers) in shift/handoff reports by
enabling their participation in their plan of care as applicable to
the given job
PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are
essential functions of the job.
PEOPLE - 20%
1. Promotes a positive work environment and a focused work unit
that actively helps one another to achieve optimal department
2. Collaborates with all members of the department by actively
communicating and reporting pertinent patient care information and
data in a comprehensive manner. Demonstrates effective
communication and customer service skills. (EF).
3. Answers phone calls and appropriately greets each caller and
interacts with customers in a professional and courteous manner at
all times (EF)
SERVICE - 40%
1. Utilizes multi-tasking skills to process patient needs from
incoming and outgoing calls and faxes by coordinating, documenting,
and tracking requests in Epic. Answers telephone promptly and in a
professional manner at all times using identified scripts in all
attempts to triage requests. Enter notes in Epic system while
caller is on the telephone. Appropriately place callers on hold,
after asking caller if they mind holding, and transfer callers as
2. Responds in a proactive manner to caller concerns, resolving
such matters according to established guidelines in a prompt
manner. Contacts appropriate staff for unusual circumstances in a
timely manner to maintain a high level of patient satisfaction.
Maintains confidentiality of sensitive information and informs
management of pertinent issues. (EF)
3. Organizes workload and sets priorities. Utilizes all available
work time by assisting fellow team members and performing
additional tasks as assigned or requested. (EF)
4. Expected to answer calls in a timely manner to minimize call
QUALITY/SAFETY - 30%
1. Performs all patient communications following HIPPA guidelines.
Reports complaints according to policies and procedures, and
assures clinical practice guidelines are followed.
FINANCE - 5%
1. Self-motivated to independently manage time effectively and
prioritize daily tasks.
2. Uses department resources/equipment/supplies properly and
GROWTH/INNOVATION - 5%
1. Participates in departmental projects activities, and seeks
continuing education opportunities to expand learning beyond
baseline competencies with a focus on continual development.
This job description is not intended to be all inclusive; the
employee will also perform other reasonably related business/job
duties as assigned. Houston Methodist reserves the right to revise
job duties and responsibilities as the need arises.
o High School diploma or equivalent education (examples include:
GED, verification of homeschool equivalency, partial or full
completion of post-secondary education, etc.)
o Minimum of two years of related experience, previous customer
service experience in a call center or other telephone
communication environment preferred
CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
o None Required
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
o Demonstrates the skills and competencies necessary to safely
perform the assigned job, determined through on-going skills,
competency assessments, and performance evaluations
o Sufficient proficiency in speaking, reading, and writing the
English language necessary to perform the essential functions of
this job, especially with regard to activities impacting patient or
employee safety or security
o Ability to effectively communicate with patients, physicians,
family members and co-workers in a manner consistent with a
customer service focus and application of positive language
Work Attire Yes/No
Business professional Yes
Other (dept approved) No
On-Call* No (for Non-Exempt or Exempt jobs)
*Note that employees may be required to be on-call during
emergencies (ie. Disaster, Severe Weather Event, etc) regardless of
May require travel within No
Houston Metropolitan area
May require travel outside No
of Houston Metropolitan area
**Travel specifications may vary by department.
Please note any other special considerations to this job:
Equal Employment Opportunity
Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which
Houston Methodist is firmly bound. Houston Methodist will not
engage in discrimination against or harassment of any person
employed or seeking employment with Houston Methodist on the basis
of race, color, religion, sex, sexual orientation, gender
identity,national origin, age, disability, status as a protected
veteran or other characteristics protected by law.
VEVRAA Federal Contractor - priority referral Protected Veterans
Since its founding in 1919, Houston Methodist Hospital has earned
worldwide recognition. Houston Methodist Hospital is affiliated
with the Weill Medical College of Cornell University and New
York-Presbyterian Hospital, one of the nation's leading centers for
medical education and research. Houston Methodistis consistently
ranked in U.S. News & World Report's ""Best Hospital"" list and was
recently named the number one hospital in Texas. FORTUNE magazine
has placed Houston Methodist on its annual list of ""100 Best
Companies To Work For"" since 2006. Houston Methodist Hospital
directs millions of research dollars into patient care and offers
the latest innovations in medical, surgical and diagnostic
techniques. With 1,119 licensed beds, 67 operating rooms and over
6,000 employees, Houston Methodist offers complete care for
patients from around the world.
At Houston Methodist, we take our responsibility as the region---s
premier health care system seriously.With a national reputation for
excellence in patient care, education and research, we hold
ourselves --- and the careers we build --- to a higher standard. We
invite you to find your place among the best of the best, and to
stand with us in earning the trust of millions of people across the
Houston Metro area every day.Houston Methodist is comprised of a
nationally recognized academic medical center and six community
hospitals with a history of health care innovation. For the tenth
straight year we have been named to FORTUNE---s list of ---100 Best
Companies to Work For--- and have also been ranked the no.1
hospital in Texas by U.S. News & World Report.Discover the
difference for yourself and join Houston Methodist.
Keywords: Houston Methodist, Houston , Call Center Agent/Days, Sales , Houston, Texas
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