Overview
At Houston Methodist, the Call Center Agent position is responsible for assisting internal and external customers of the assigned department with service requests of a routine and emergent nature. Duties for this position include managing large volumes of inbound and outbound calls in a timely manner, identifying callers' needs and providing solutions while maintaining proper documentation.
Houston Methodist Standard
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 entity.
HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• 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 actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities
PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and a focused work unit that actively helps one another to achieve optimal department results.

• 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.

• Answers phone calls and appropriately greets each caller and interacts with customers in a professional and courteous manner at all times.

SERVICE ESSENTIAL FUNCTIONS

• 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. Enters notes in Epic system while caller is on the telephone. Appropriately places callers on hold, after asking caller if they mind holding, and transfers callers as appropriate.

• 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.

• Organizes workload and sets priorities. Utilizes all available work time by assisting fellow team members and performing additional tasks as assigned or requested.

• Answers calls in a timely manner to minimize call hold times.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Performs all patient communications following HIPPA guidelines. Reports complaints according to policies and procedures and assures clinical practice guidelines are followed.

FINANCE ESSENTIAL FUNCTIONS

• Self-motivated to independently manage time effectively and prioritizes daily tasks.

• Uses department resources/equipment/supplies properly and efficiently.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• 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.
Qualifications
EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Two years of related experience

• Previous customer service experience in a call center or other telephone communication environment preferred

License/Certification
LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KSA/ Supplemental Data
KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• 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

• 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 principles

SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Company Profile
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. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.
The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.