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 experience.Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given jobDisplays cultural humility, diversity, equity and inclusion principlesActively 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 contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results. Monitors, evaluates, and scores a percentage of calls for respective staff for compliance with established processes, policies, and guidelines, and provides timely feedback and coaching based on evaluation results.Participates or leads multi-disciplinary calibration sessions to identify improvement opportunities for customer service delivery or processes.Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.
SERVICE ESSENTIAL FUNCTIONS
Performs monitoring of calls or other channels of communication to compile and track performance at the team, line of business and individual level and provides actionable feedback to respective staff and leadership.Participates and/or leads special projects and/or initiatives, addressing service issues.Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Houston Methodist I CARE values by providing safe, caring, personalized and efficient experiences to patients and colleagues.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Positively impacts team performance, including productivity metrics (schedule adherence, scoring and documentation accuracy, % compliance etc.) and coaching for excellence through quality assurance/monitoring activities. Meets own scheduling goals set by the department (e.g., productivity per hour, etc.).Analyzes information and utilizes data to build recommendations to reduce errors and improve process performance; recommends process improvements that will enhance customer service delivery, first call resolution, and productivity.Documents quality audit results and trends data while providing accurate and timely reports to leadership.Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues.
FINANCE ESSENTIAL FUNCTIONS
Utilizes resources effectively and efficiently, demonstrating responsible financial stewardship. Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently and helps other team members.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSPromotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization.Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.
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
Bachelor's degree or additional four years of experience (in addition to the minimum experience requirements listed below) in lieu of degree
WORK EXPERIENCE
Three years of experience in a call center operation Experience with Automated Call Distribution systems and associated applications (Cisco, Genesys, Calabrio, NICE, Verint, etc.) Previous blended (voice, email, and chat) call center quality quantification experience preferredExperience in customer quality assurance or quality control, which includes performing QA for a collection or call center, preferredBilingual (English/Spanish) preferred License/Certification LICENSES AND CERTIFICATIONS - REQUIRED
N/A KSA/ 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 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 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 principlesExcellent listening skillsExcellent verbal, written, and interpersonal communication skills, with the ability to evaluate, motivate, and provide feedback to individuals at various skill levelsMust have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organizationAbility to plan, organize, prioritize, and complete work to meet established objectivesAbility to conduct inter-disciplinary calibration sessions to achieve improvements in quality performanceAbility to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlinesMust be able to influence positive changeProficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applicationsAbility to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functionsAble to work independently and in a team environmentExcellent analytical skills and ability to make problem solving decisions independently Ability to understand medical terminology to include diagnoses, operative procedures, and CPT codesAbility to apply managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc.Strong training, coaching to performance, and leadership skillsAbility to remain calm and patient in stressful situationsWorking knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)Strong research skills
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform NoScrubs NoBusiness professional YesOther (department approved) No
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* Yes
TRAVEL**
**Travel specifications may vary by department**
May require travel within the Houston Metropolitan area YesMay require travel outside Houston Metropolitan area No Company Profile
Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.
In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.
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Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested. Application FAQs
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