At Houston Methodist, the Receptionist position is responsible for greeting visitors and delivering exceptional customer service assistance which entails answering calls and fielding them accordingly, addressing visitor questions and needs, and providing an overall welcoming environment. This position's responsibilities often include performing ad hoc administrative duties as needed, may sort/distribute mail and possibly managing office supplies. In partnership with the management, the Receptionist position will ensure the department's patient, visitor and customer interactions are in accordance with Houston Methodist's I CARE values of integrity, compassion, accountability, respect and excellence and established standard operating procedures which includes all staff providing unparalleled patient care and customer service in a timely, professional and safe manner.

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 contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.

• Receives and screens visitors and telephone calls in a professional and courteous manner and handles general inquiries timely and professionally.

• Routes calls to appropriate person or takes complete messages with accurate date, time, name, number and information which includes determining the nature of each call.

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

SERVICE ESSENTIAL FUNCTIONS

• Performs administrative tasks and duties specific to department being supported, as appropriate. Maintains a professional work space and keeps it well stocked with supplies.

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

• Contributes to meeting/exceeding department and organization targets for patient satisfaction measures.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Accurately utilizes electronic medical record system, identifying and/or entering patient demographics, as appropriate.

• Actively participates in organizing the work flow, problem-solving, and managing multiple ongoing priorities with minimal supervision.

• Maintains a safe environment, following all policies and procedures for safety, hazardous material. Reports accidents promptly and corrects minor safety hazards.

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

FINANCE ESSENTIAL FUNCTIONS

• 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.

• Maintains adequate copier/printer paper and toner; beverage and other inventory items as appropriate. Initiates office equipment (copy machine, fax machine and printers, etc.) service calls and follows up to ensure that required maintenance/repairs are performed in a timely manner. Assists with routine equipment troubleshooting such as paper jams, ink cartridge replacement, etc.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Identifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management.

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

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 of clerical support/telephonic experience, preferably in a customer service or call center environment
• Prior experience checking in patients in a busy acute care hospital setting or imaging center is highly 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

• Conducts self in a professional manner at all times

• Excellent written and verbal communication skills

• Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment

• Demonstrates a positive demeanor and strong multi-tasking abilities

• 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 Yes
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

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 Willowbrook Hospital opened in December 2000 to serve the comprehensive health care needs of the growing community in Northwest Houston.  The 310 bed hospital has 23 operating rooms, and more than 2,100 employees.  Houston Methodist Willowbrook Hospital has been named a Magnet recognized health care facility by the American Nurses Credentialing Center’s (ANCC) Magnet Recognition Program®. Houston Methodist Willowbrook Hospital is Northwest Houston's regional leader in robotic minimally-invasive surgeries and specializes in cardiology and cardiovascular services, neurology, neurosurgery, orthopedics and sports medicine, and comprehensive cancer services. Houston Methodist Willowbrook Hospital has a Breast Care Center, Cancer Center, Imaging Center, Infusion Center, Sleep Center, Surgical Weight Loss Center and operates the largest Childbirth Center in the greater Northwest Houston area.