Call Center Coordinator

The Call Center Coordinator serves as the team leader of Laboratory Services Representatives and assists the Manager with operations of the Laboratory Call Center. Duties include the operation of centralized computer systems to dispatch, coordinating and documenting support service requests for multiple departments within Pathology and Laboratory operations including the HMDL. Assists internal and external customers with service requests of routine and emergent natures. Handles emergency situations requiring a high degree of reliability, flexibility, critical thinking skills, and proper documentation.

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

I. 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.

II. Focuses on patient/customer safety
III. Delivers personalized service using HM Service Standards
IV. Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
V. Intentionally rounds with patients/customers to ensure their needs are being met
VI. Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

PRIMARY JOB RESPONSIBILITIES

PEOPLE ¿ 20%
1. Promotes a positive work environment and leads the team to be dynamic and a focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the patient care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. Role models to team members effective communication and customer service skills, assisting in their development of such skills. (EF)
2. Orients, guides and mentors team members, students and support staff, to help build confidence and competency in skills, knowledge and abilities. Assists in interviewing and hiring of new staff. (EF)

SERVICE – 40%
1. Utilizes multi-tasking skills to process requests for service from incoming calls, faxes, and printouts by coordinating, documenting, and tracking requests. Uses all hardware and software proficiently to create, track and report information related to all customer requests. Answers telephone promptly, appropriately greets each customer, and interacts with customers in a professional manner at all times using identified scripts. Enters requests in computerized systems while caller is on the telephone. Appropriately places callers on hold and transfers phone calls as needed. Notifies customers of delays or cancellations in a timely manner. (EF)
2. Maintains the staffing schedule so that all shifts are covered and the expected level of service is never compromised. Notifies management of employee call-ins and late notices. (EF)
3. Responds in a proactive manner to service concerns, resolving such matters according to established guidelines in a prompt manner. Contacts appropriate management 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. (EF)
4. Organizes workload and sets priorities. Keeps work area neat, clean and well stocked. Utilizes all available work time by assisting others and performing additional tasks. (EF)

QUALITY/SAFETY – 30%
1. Completes necessary logs, reports, and documentation of service requests, incidents, and other required information according to established guidelines. Provides feedback to management regarding personnel, operational, and equipment issues. (EF)
2. Assists Manager in development and distribution of training materials, schedules, reports, etc. (EF)
3. Maintains equipment inventory, coordinates equipment repairs, maintenance, and purchase. (EF)
4. Handles special projects as assigned and serves on committees and attends meetings as needed. (EF)
5. Maintains a safe environment within the Laboratory, following all policies and procedures for safety, hazardous materials, security and emergency preparedness. Assists with implementation and education of departmental based safety initiatives, standards of practice and protocols. (EF)

FINANCE – 5%
1. Self-motivated to independently manage time effectively and prioritize daily tasks. Provides leadership to staff on efficient utilization of time according to budgetary guidelines. Reviews team member¿s time cards for accuracy and management approval. (EF)
2. Uses department resources/equipment/supplies properly and efficiently. (EF)

GROWTH/INNOVATION – 5%
1. Participates in departmental projects activities, and seeks continuing education opportunities to expand learning beyond baseline competencies with a focus on continual development. (EF)

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.

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

EXPERIENCE REQUIREMENTS
¿ Minimum of two years of related experience, including one year of leadership experience and previous data entry experience required
¿ Previous customer service experience in a call center or other telephone communication environment preferred
¿ Previous laboratory experience preferred

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED
¿ None required

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
to perform the Essential Functions of the Job
¿ Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going evaluations consisting of one or more of the following: skills, competency assessments and/or performance reviews
¿ Exhibits strong interpersonal and team player skills with all levels of the healthcare team and assures delivery of excellent customer service to all patients, visitors, physicians and co-workers
¿ Excellent customer service attitude
¿ Strong organizational skills to handle a heavy workload and maintain accuracy
¿ Demonstrates a working knowledge of specimen requirements for testing in all sections of the laboratory, such as serum, plasma or whole blood, tissue and body fluids
¿ Possesses basic computer knowledge to operate multiple computer systems to include Office software to maintain patient and testing records and other related documents.
¿ Ability to work between various software programs simultaneously.
¿ Excellent data entry skills required
¿ Independently adapts to multiple ongoing priorities including organizing work flow
¿ Demonstrates independent judgment and discretion to recognize problems, identify causes and take corrective action
¿ Strong training, leadership, and mentoring skills
¿ 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