At Houston Methodist, the Tenant Services Representative position is responsible for assisting the department in the day-to-day leasing and building operational activities for multiple medical office buildings and off-site Physician Organization PCG and SPG clinics (the assigned buildings). Responsibilities for this position include processing, monitoring, assigning and maintaining the MOB online work order system for the assigned buildings for services to be performed by building engineers, housekeeping personnel, elevator technicians, and security contractor as well as inputting and tracking work orders and proposals on the Performa system. The Tenant Services Representative position processes telephone requests within the management office and security desks for adding phone lines or trouble with phone systems and performs additional administrative duties which include answering and screening phone calls, receiving and directing visitors, contractors, physicians and interdepartmental staff. This administrative position also assists with security, and general building operational matters.

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

• Operates telephone console to receive incoming calls. Answers twenty-five telephone lines to assist caller by routing calls to the appropriate person. Accurately follows through with messages/requests. Greets physician tenants, visitor and patients, vendors contractors and MOB personnel. Processes telephone requests within the management office and security desks for adding phone lines or trouble with phone systems.

• Serves as tenant liaison for complaints, housekeeping issues, security issues, general building issues. Maintains constant communication with tenants when providing updates on department floor kiosks being installed.

• Develops ongoing relationships and interactions with internal stakeholders and tenants; understands and serves the needs of the department and sources goods, services and equipment as appropriate.

• Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Processes, monitors, assigns and maintains the MOB online work order system for the assigned buildings for services to be performed by building engineers, housekeeping personnel, elevator technicians, and security contractor. Assists MOB engineers for each building on any documentations made in Performo and follow-up on any pending work orders.

• Submits bids for tenant work orders that require a contractor and serves as a liaison between contractor and tenant for approved proposals.

• Schedules dock activities for moves in/out of buildings and obtain current Certificate of Insurance from moving companies. Tracks dumpster pick up and deliveries for the assigned buildings. Monitors with dock attendant regarding trash dumpster and parking problems at the loading docks.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Accurately signs out mechanical and telephone room keys for security purposes. Processes telephone request within the management office and security desks for adding phone lines or trouble with phone systems.

• Reports all fire alarms to building engineers. Receives calls regarding loading dock matters, security alarms, and elevator entrapments and follows proper protocol. Reports any entrapments or elevator issues after hours to vendor and follows up next day with onsite technician.

• Identifies and escalates issues and opportunities for improvement. Follows up on action items to ensure completion of assignments. Contributes towards improving department quality and safety scores.

FINANCE ESSENTIAL FUNCTIONS

• Scans any credit card forms and emails them to the accounting department to be processed.

• Ensures A/C overtime requests received through Performo or by email are sent to the accounting department, building engineers and property manager for that building.

• Uses resources efficiently; does not waste supplies. Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing incidental overtime. Utilizes time efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Offers innovative solutions through participation in performance improvement projects and activities. Follows up on action items to ensure completion of assignments.

• Completes and updates My Development plan on an on-going basis, including the development of advanced skills. Ensures own career discussions occur with appropriate management.

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

• Three years experience, preferably in commercial property management in Medical Office Building Management or Property Management

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 build and sustain interpersonal relationships

• Ability to work with peers in a team situation

• Very strong organization skills and detail-oriented nature

• Professional handling of exposure to confidential/sensitive information

• Proficient in computer skills for documentation

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 Yes
• May require travel outside Houston Metropolitan area No

Houston Methodist (HM) is one of the nation's leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees.  Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

 

In 2019 Houston Methodist and its physicians treated more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services' consulting and education divisions also provide advisory services and training and development to health care organizations around the world.