Lead Call Center Agent - Evenings - Medical Center

Overview

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.

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 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 reques