Call Center Agent

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.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

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

EXPERIENCE

• Two years of related experience
• Previous customer service experience in a call center or other telephone communication environment preferred

LICENSES AND CERTIFICATIONS
Required
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

ESSENTIAL FUNCTIONS

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.

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

QUALIFICATIONS

EDUCATION

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

EXPERIENCE

• Two years of related experience
• Previous customer service experience in a call center or other telephone communication environment preferred

LICENSES AND CERTIFICATIONS
Required