At Houston Methodist, the Lead Call Center Agent position is responsible for assisting the Operations Manager with daily operations and coverage of department activities. This position operates a variety of call systems to monitor call volumes, wait times, hold times, completion of calls, and documentation of calls. The Lead Call Center Agent position reviews and documents call center data requests for the department. This position assists internal and external callers with escalated requests of routine and emergent natures and handles escalated communication center situations requiring a higher degree of reliability, flexibility, critical thinking skills.

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

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

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.

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

• Works with operations manager to resolve complex patient needs and/or complaints.

• Assists Operations Manager in development and distribution of training materials, and distribution of reports, trains new hires, completes competency assessments and call center reports.

SERVICE ESSENTIAL FUNCTIONS

• Provides feedback to management regarding personnel, operationaland equipment issues and to staff regarding compliance with operational standards. Maintains equipment inventory, coordinates equipment repairs, maintenance, and ordering of equipment and supplies. Notifies answering service of coverage changes.

• Maintains control of equipment and resources, completes logs and accurately documents information according to standard operating procedures. Identifies equipment needing repair and notifies appropriate IT departments.

• Facilitates coverage for Call Center absences and any gaps in phone coverage. Monitors call center staff for compliance with answering and documenting calls. Monitors call center staff for compliance with break and lunch schedules, completing assignments, phone usage, etc.

• Reports issues to management for resolution. Maintains confidentiality of sensitive information and informs management of pertinent issues.

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.

• Responds in a proactive manner to service concerns, resolving such matters according to established guidelines in a prompt manner. Escalates non-routine issues in a timely manner to appropriate staff or management in order to maintain a high level of patient and customer satisfaction.

• Ensures quality level of service is maintained by completing and documenting Quality Assurance call backs.

• Follows up on incomplete requests and manages and resolves routine customer complaints. Notifies patients of delays or cancellations in a timely manner.

FINANCE ESSENTIAL FUNCTIONS

• Identifies cost saving or revenue opportunities, reduction of overtime.

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

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Generates and communicates new ideas and suggestions that improve quality or services.

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

• Two years customer service experience

• Experience in a call center or other telephone communication environment 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 to address and resolve patient complaints

• Uses critical thinking skills to address complex patient needs and identifies opportunities to escalate concerns to management when appropriate

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

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.