Houston Methodist
FLSA STATUS
Non-exempt
QUALIFICATIONS EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
EXPERIENCE
One year of clerical support/telephonic experience, preferably in a customer service or call center environment
LICENSES AND CERTIFICATIONS Required
SKILLS AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient 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 security
Ability 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 principles
Conducts self in a professional manner at all times
Excellent written and verbal communication skills
Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
Demonstrates a positive demeanor and strong multi-tasking abilities
Ability to work with peers in a team situation
Very strong organization skills and detail-oriented nature
Professional handling of exposure to confidential/sensitive information
Proficient in computer skills for documentation
ESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONS
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.
Receives and screens visitors and telephone calls in a professional and courteous manner and handles general inquiries timely and professionally.
Routes calls to appropriate person or takes complete messages with accurate date, time, name, number and information which includes determining the nature of each call.
Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.
SERVICE ESSENTIAL FUNCTIONS
Performs administrative tasks and duties specific to department being supported, as appropriate. Maintains a professional work space and keeps it well stocked with supplies.
Develops ongoing relationships and interactions with internal stakeholders and clinicians; understands and serves the needs of the department and sources goods, services and equipment as appropriate.
Contributes to meeting/exceeding department and organization targets for patient satisfaction measures.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Accurately utilizes electronic medical record system, identifying and/or entering patient demographics, as appropriate.
Actively participates in organizing the work flow, problem-solving, and managing multiple ongoing priorities with minimal supervision.
Maintains a safe environment, following all policies and procedures for safety, hazardous material. Reports accidents promptly and corrects minor safety hazards.
Identifies and escalates issues and opportunities for improvement. Follows up on action items to ensure completion of assignments. Contributes towards improving department/practice quality and safety scores.
FINANCE ESSENTIAL FUNCTIONS
Uses resources efficiently; does not waste supplies. Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing incidental overtime. Utilizes time efficiently and helps other team members.
Maintains adequate copier/printer paper and toner; beverage and other inventory items as appropriate. Initiates office equipment (copy machine, fax machine and printers, etc.) service calls and follows up to ensure that required maintenance/repairs are performed in a timely manner. Assists with routine equipment troubleshooting such as paper jams, ink cartridge replacement, etc.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Identifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management.
Offers innovative solutions through participation in performance improvement projects and activities. Follows up on action items to ensure completion of assignments.
SUPPLEMENTAL REQUIREMENTS WORK ATTIRE
Uniform: Yes
Scrubs: No
Business professional: Yes
Other (department approved): Yes
ON-CALL* *Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
On Call* No
TRAVEL** Travel specifications may vary by department.
May require travel within the Houston Metropolitan area Yes
May require travel outside Houston Metropolitan area No
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QUALIFICATIONS EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
EXPERIENCE
One year of clerical support/telephonic experience, preferably in a customer service or call center environment
LICENSES AND CERTIFICATIONS Required
SKILLS AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient 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 security
Ability 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 principles
Conducts self in a professional manner at all times
Excellent written and verbal communication skills
Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
Demonstrates a positive demeanor and strong multi-tasking abilities
Ability to work with peers in a team situation
Very strong organization skills and detail-oriented nature
Professional handling of exposure to confidential/sensitive information
Proficient in computer skills for documentation
ESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONS
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.
Receives and screens visitors and telephone calls in a professional and courteous manner and handles general inquiries timely and professionally.
Routes calls to appropriate person or takes complete messages with accurate date, time, name, number and information which includes determining the nature of each call.
Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.
SERVICE ESSENTIAL FUNCTIONS
Performs administrative tasks and duties specific to department being supported, as appropriate. Maintains a professional work space and keeps it well stocked with supplies.
Develops ongoing relationships and interactions with internal stakeholders and clinicians; understands and serves the needs of the department and sources goods, services and equipment as appropriate.
Contributes to meeting/exceeding department and organization targets for patient satisfaction measures.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Accurately utilizes electronic medical record system, identifying and/or entering patient demographics, as appropriate.
Actively participates in organizing the work flow, problem-solving, and managing multiple ongoing priorities with minimal supervision.
Maintains a safe environment, following all policies and procedures for safety, hazardous material. Reports accidents promptly and corrects minor safety hazards.
Identifies and escalates issues and opportunities for improvement. Follows up on action items to ensure completion of assignments. Contributes towards improving department/practice quality and safety scores.
FINANCE ESSENTIAL FUNCTIONS
Uses resources efficiently; does not waste supplies. Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing incidental overtime. Utilizes time efficiently and helps other team members.
Maintains adequate copier/printer paper and toner; beverage and other inventory items as appropriate. Initiates office equipment (copy machine, fax machine and printers, etc.) service calls and follows up to ensure that required maintenance/repairs are performed in a timely manner. Assists with routine equipment troubleshooting such as paper jams, ink cartridge replacement, etc.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Identifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management.
Offers innovative solutions through participation in performance improvement projects and activities. Follows up on action items to ensure completion of assignments.
SUPPLEMENTAL REQUIREMENTS WORK ATTIRE
Uniform: Yes
Scrubs: No
Business professional: Yes
Other (department approved): Yes
ON-CALL* *Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
On Call* No
TRAVEL** Travel specifications may vary by department.
May require travel within the Houston Metropolitan area Yes
May require travel outside Houston Metropolitan area No
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