Call Center Agent - PRN / Evenings - Medical Center

Call Center Agent

At Houston Methodist, the Call Center Agent position is responsible for assisting internal and external customers of the assigned department with service requests of a routine and emergent nature. Duties for this position include managing large volumes of inbound and outbound calls in a timely manner, identifying callers' needs and providing solutions while maintaining proper documentation.

Responsibilities

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. Demonstrates effective communication and customer service skills.

Answers phone calls and appropriately greets each caller and interacts with customers in a professional and courteous manner at all times.

Utilizes multi-tasking skills to process patient needs from incoming and outgoing calls and faxes by coordinating, documenting, and tracking requests in Epic. Answers telephone promptly and in a professional manner at all times using identified scripts in all attempts to triage requests. Enters notes in Epic system while caller is on the telephone. Appropriately places callers on hold, after asking caller if they mind holding, and transfers callers as appropriate.

Responds in a proactive manner to caller concerns, resolving such matters according to established guidelines in a prompt manner. Contacts appropriate 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. Utilizes all available work time by assisting fellow team members and performing additional tasks as assigned or requested.

Answers calls in a timely manner to minimize call hold times.

Performs all patient communications following HIPPA guidelines. Reports complaints according to policies and procedures and assures clinical practice guidelines are followed.

Self-motivated to independently manage time effectively and prioritizes daily tasks.

Uses department resources / equipment / supplies properly and efficiently.

Participates in departmental projects activities, and seeks continuing education opportunities to expand learning beyond baseline competencies with a focus on continual development.

Qualifications

High School diploma or equivalent education (examples include : GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

Two years of related experience

Previous customer service experience in a call center or other telephone communication environment preferred

Company Profile

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.