Acts as subject matter expert and point of contact for a 24 x 7, 365 day a year call center. Handles escalated issues and resolves on-call scheduling issues. Provides guidance and directions to staff concerning processes and procedures. Receives incoming phone calls for patient and general information, medical staff paging, Health Services, MyHealth account login/password reset assistance and Codes and Condition calls. Responsible for reviewing hospital census providing phone number to patient room and proper transfer of caller. Properly direct and transfer calls for callers and personnel requesting specific departments and general information. Perform requested paging of personnel timely and accurately. Handles Codes and Condition calls timely and accurately per departmental procedures and Harris Health System policies. Processing of Health Services calls for ask my nurse by documenting patients symptoms in epic for nurse review and call back. Scheduling of patients appointments per nurses' instructions.
Minimum Qualifications Education/Specialized Training/Licensure: High School Diploma or GED
Work Experience (Years and Area): Minimum 2yrs in customer service, 1 year call center experience and/or leadership experience
Equipment Operated: Personal Computer
Special Requirements Communication Skills: Above Average Verbal (Heavy Public Contact), Writing /Composing (Reports)
Other Skills: Strong Computer Skills , Analytical, Medical Terms, P.C., Typing ,wpm 40, Word Proc
Work Schedule: Weekends, Holidays, Flexible
Other Requirements: Excellent customer service skills, dependable, self-motivated, excellent communication skills, bilingual preferred. Must score minimum 90% on OPAC Customer Service Test.
The Harris Health System is a fully integrated healthcare system that cares for all residents of Harris County, Texas. We are the first accredited healthcare institution in Harris County to be designated by the National Committee for Quality Assurance as a Patient-Centered Medical Home, and are one of the largest systems in the country to achieve the quality standard. Our system includes 23 community health centers, five school-based clinics, a dental center and dialysis center, mobile health units, a rehabilitation and specialty hospital and two full-service hospitals.Ben Taub Hospital is a world renowned Level I Trauma Center with 586 licensed acute-care beds and provides a wide range of specialty care outpatient services. Lyndon B. Johnson Hospital is a 328 licensed bed acute-care hospital with a newly expanded Level III trauma center and a distinguished regional center for neonatal intensive care for high-risk deliveries.Harris Health is a teaching system for Baylor College of Medicine and The University of Texas Health Science Center at Houston (UTHealth). We train the next generation of healthcare providers on the latest medical procedures and technological breakthroughs.With... our fully integrated electronic medical records system, we offer patients the convenience and assurance that their medical history is accurate, safe and available when and where it is needed. Our Medical Home designation ensures that we offer a full range of preventive, specialty and acute care services for the entire family.