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Houston Methodist Telecommunication Coord - Days - Full Time in Houston, Texas

JOB SUMMARY

At Houston Methodist, the Telecommunication Coordinator position is responsible for coordinating a variety of administrative and clerical functions to facilitate optimal workflow and service outcomes for the telecommunication department. Responsible for managing the Hospital pager inventory and distribution, maintenance and associated data entry and reporting. Serves as back up to telecommunication operators as needed. Telecommunication operator duties include assisting patients, physicians and staff with general information, monitoring all hospital alarm systems and serving as a vital link in the communication process during emergencies. Handles emergency calls requiring a high degree of reliability, accuracy, flexibility, and critical thinking skills in stressful situations. Strives to make the physical, emotional and spiritual needs of those served top priority. Effectively communicates in a manner consistent with a customer service focus. Assists leadership in the effective onboarding and training of staff May perform backup supervisor duties in the absence of department supervisor.

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.

  • Focuses on patient/customer safety

  • Delivers personalized service using HM Service Standards

  • Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

  • Intentionally rounds with patients/customers to ensure their needs are being met

  • Involves patients (customers) in shift/handoff reports byenabling their participation in their plan of care as applicable to the given job

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 25%

  • Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others. (EF)

  • Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department and organizational results. (EF)

  • Creates operator daily work schedule assignments. (EF)

  • Trains and mentors more junior staff and provides input and guidance for complex calls and/or situations. (EF)

SERVICE - 30%

  • Performs daily inventory of pagers. Assigns inventory and reconciles billing. Coordinates with vendor for new orders and special feature requests (EF).

  • Manages pager data base. Enters and updates information and generates accurate tracking reports. (EF)

  • Responds quickly and accurately to disaster and emergency situations according to department protocol. (EF)

QUALITY/SAFETY - 20%

  • Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques. Monitors telecommunications equipment and performs routine maintenance and trouble-shooting. Notifies department leadership of issues as appropriate. (EF)

  • Stays up to date on organizational changes including policies and procedures and important initiatives. Makes suggestions for improvement to processes or procedures. (EF)

  • Meets or exceeds department metrics (abandonment rates, productivity/activities per hours, etc). (EF)

FINANCE - 10%

  • Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement. (EF)

  • Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members. (EF)

GROWTH/INNOVATION - 15%

  • Seeks opportunities to expand learning beyond based line competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service. (EF)

  • Makes recommendations for department in-services and supports management through active participation. (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

  • Two years experience in call processing and dispatching

  • Healthcare experience preferred

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED

  • Not applicable

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

  • 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

  • Knowledge and understanding of telecommunications equipment and services including call processing, paging and audio monitoring systems

  • Knowledge of personal computer functions and Windows-based software

  • Ability to understand and resolve problems and defuse difficult situations with empathy and compassion

  • Excellent telephone customer service and professional interpersonal skills

  • Ability to multitask and remain calm under pressure

  • Ability to access information both in the department and within the hospital system to support the department as appropriate

  • Strong training, leadership and mentoring skills

SUPPLEMENTAL REQUIREMENTS

Work AttireYes/No

Uniform No

ScrubsNo

Business professionalYes

Other (dept approved) No

On-Call* No (for Non-Exempt or Exempt jobs)

*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above.

Travel**

May require travel within No

Houston Metropolitan area

May require travel outside No

of Houston Metropolitan area

**Travel specifications may vary by department.

Please note any other special considerations to this job: ________

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.

Street: 6565 Fannin St.

Name: Pat Acc Serv - PBX Operators

Regular Shift: 1st - Day

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