JOB SUMMARY
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.

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 results.
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 appropriate. (EF)
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 hold times.

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 efficiently. (EF)

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. (EF)

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.

EDUCATION REQUIREMENTS

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

EXPERIENCE REQUIREMENTS

• 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

• None Required

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• 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	Yes/No
Uniform	No
Scrubs	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 selection above.

Travel**

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: __________________________

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 2022, U.S. News & World Report named Houston Methodist Hospital to its prestigious Honor Roll for the sixth time. Also, in this year’s rankings, Houston Methodist Hospital was named the No. 1 hospital in Texas for the 11th year in a row. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 946 operating beds, 85 operating rooms and nearly 8,500 employees, Houston Methodist Hospital offers complete care for patients from around the world.