At Houston Methodist, the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patient, physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. The Telecommunication Operator position handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. This position strives to make the physical, emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus.

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

PEOPLE ESSENTIAL FUNCTIONS

• Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position.

• Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others.

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

SERVICE ESSENTIAL FUNCTIONS

• Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice.

• Responds quickly and accurately to disaster and emergency situations according to department protocol.

• Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.

• Stays up to date on organizational changes including policies and important initiatives.

• Meets department metrics (abandonment rates, productivity/activities per hour, etc).

FINANCE ESSENTIAL FUNCTIONS

• Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.

• Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team members

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service.

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

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

WORK EXPERIENCE

• One year customer service experience

• Dispatching experience preferred

• Healthcare experience preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

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

• Ability to understand telecommunications equipment and services including call processing, paging and audio monitoring systems

• Knowledge of personal computer functions and Windows-based software

• Ability to understand and resolve problems and defuse situations with empathy and compassion

• Excellent telephone customer service and professional interpersonal skills

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

Houston Methodist Baytown Hospital, located 35 miles east of Houston, is the area's only full-service hospital offering specialized medical care for patients at every stage in life. This 230-licensed bed hospital with 15 operating rooms and over 1,700 employees, brings Medical Center excellence and quality care close to East Harris and surrounding counties.