Overview
PRN Work Schedule : Ideal Candidate will be flexible in working a rotating schedule to include weekends. Schedule can be an 8hr or 12hr shift.
At Houston Methodist the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patient physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. The Telecommunication Operator position handles emergency calls requiring a high degree of reliability accuracy flexibility critical thinking skills in stressful situations. This position strives to make the physical emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus.
Houston Methodist Standard
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 ModelDelivers personalized service using HM Service StandardsProvides 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 experienceInvolves patients (customers) in shift / handoff reports by enabling their participation in their plan of care as applicable to the given jobActively supports the organizations vision fulfills the mission and abides by the I CARE valuesResponsibilities
PEOPLE ESSENTIAL FUNCTIONS
Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position.Responds positively and professionally to all calls and requests for information and assistance from patients family members physicians and others.Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal department results and organizational results.SERVICE ESSENTIAL FUNCTIONS
Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth clear and professionally courteous communication practice.Responds quickly and accurately to disaster and emergency situations according to department protocol.Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.QUALITY / SAFETY ESSENTIAL FUNCTIONS
Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.Stays up to date on organizational changes including policies and important initiatives.Meets department metrics (abandonment rates productivity / activities per hour etc).FINANCE ESSENTIAL FUNCTIONS
Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.Organizes time effectively minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team membersGROWTH / INNOVATION ESSENTIAL FUNCTIONS
Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service.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.
Qualifications
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 customer service experienceDispatching experience preferredHealthcare experience preferredLicense / Certification
LICENSES AND CERTIFICATIONS - REQUIRED
N / AKSA / Supplemental Data
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 evaluationsSufficient 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 securityAbility 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 principlesAbility to understand telecommunications equipment and services including call processing paging and audio monitoring systemsKnowledge of personal computer functions and Windows-based softwareAbility to understand and resolve problems and defuse situations with empathy and compassionExcellent telephone customer service and professional interpersonal skillsSUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform NoScrubs NoBusiness professional YesOther (department approved) NoON-CALL
Note that employees may be required to be on-call during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.On CallNoTRAVEL
Travel specifications may vary by departmentMay require travel within the Houston Metropolitan area NoMay require travel outside Houston Metropolitan area NoCompany Profile
Houston Methodist Clear Lake Hospital brings the expertise and compassionate care of Houston Methodist Hospital in The Texas Medical Center a national Honor Roll hospital to Bay Area communities. The hospital provides a broad spectrum of adult medical and surgical care is an accredited chest pain center and is also acute stroke-ready designated through DNV. Houston Methodist Clear Lake offers many inpatient and outpatient services including 3-D mammography and other state-of-the-art imaging labor and delivery with a level II neonatal ICU Cancer Center of Excellence advanced laparoscopic surgery comprehensive orthopedics and sports medicine neurology urology and otolaryngology. Also Houston Methodist Clear Lake Hospital is honored to be the only hospital in the bay area to have a Grade A rating from Leapfrog Hospital Safety Grading.
Key Skills
B2C,Bluetooth,Attorney,Corporate Risk Management,Administration Support,Airlines
Employment Type : Gig
Experience : years
Vacancy : 1
