Call Center Coordinator - Pathology - (HM Continuing Care / Katy)

Overview

The Call Center Coordinator serves as the team leader of Laboratory Services Representatives and assists the Manager with operations of the Laboratory Call Center. Duties include the operation of centralized computer systems to dispatch, coordinating and documenting support service requests for multiple departments within Pathology and Laboratory operations including the HMDL. Assists internal and external customers with service requests of routine and emergent natures. Handles emergency situations requiring a high degree of reliability, flexibility, critical thinking skills, and proper documentation.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer 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

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and leads the team to be dynamic and a focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the patient care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. Role models to team members effective communication and customer service skills, assisting in their development of such skills.

• Orients, guides and mentors team members, students and support staff, to help build confidence and competency in skills, knowledge and abilities. Assists in interviewing and hiring of new staff.

SERVICE ESSENTIAL FUNCTIONS

• Utilizes multi-tasking skills to process requests for service from incoming calls, faxes, and printouts by coordinating, documenting, and tracking requests. Uses all hardware and software proficiently to create, track and report information related to all customer requests. Answers telephone promptly, appropriately greets each customer, and interacts with customers in a professional manner at all times using identified scripts. Enters requests in computerized systems while caller is on the telephone. Appropriately places callers on hold and transfers phone calls as needed. Notifies customers of delays or cancellations in a timely manner.

• Maintains the staffing schedule so that all shifts are covered and the expected level of service is never compromised. Notifies management of employee call-ins and late notices.

• Responds in a proactive manner to service concerns, resolving such matters according to established guidelines in a prompt manner. Contacts appropriate management 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. Keeps work area neat, clean and well stocked. Utilizes all available work time by assisting others and performing additional tasks.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Completes necessary logs, reports, and documentation of service requests, incidents, and other required information according to established guidelines. Provides feedback to management regarding personnel, operational, and equipment issues.

• Assists Manager in development and distribution of training materials, schedules, reports, etc.

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