Houston, Texas

Work Shift: DAY

Work Week: M - F


Job Summary

08/2020
JOB SUMMARY
At Houston Methodist, the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area.  Assists patient, physicians and staff with general information.  Monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. Handles emergency calls requiring a high degree of reliability, accuracy, flexibility, 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.

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
oProvide 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. 
oFocuses on patient/customer safety
oDelivers personalized service using HM Service Standards
oProvides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
oIntentionally rounds with patients/customers to ensure their needs are being met
oInvolves patients (customers) in shift/handoff reports by enabling 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%
1.Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position. (EF)
2.Responds positively and professionally  to all calls  and requests for information and assistance from patients, family members, physicians and others. (EF)
3.Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results and organizational results. (EF)

SERVICE - 30%
1.Responds to  incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice. (EF)
2.Responds quickly and accurately to disaster and emergency situations according to department protocol. (EF)
3.Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.  

QUALITY/SAFETY - 20%
1.Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques. (EF)
2.Stays up to date on organizational changes including policies and important initiatives  Review security officer JD
3.Meets department metrics (abandonment rates, productivity/activities per hour, etc). (EF) 

FINANCE - 10%
1.Utilizes department resources wisely and efficiently.  Informs management when normal wear requires replacement. (EF)
2.Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team members (EF)

GROWTH/INNOVATION - 15%
1.Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement.  Generates and communicates new ideas and suggestions that will improve quality or service. (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
oHigh School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)  

EXPERIENCE REQUIREMENTS
oOne year customer service experience
oDispatching experience preferred
oHealthcare experience preferred

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
oNot applicable

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
oDemonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
oSufficient 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
oAbility 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
o Ability to understand telecommunications equipment and services including call processing, paging and audio monitoring systems
oKnowledge of personal computer functions and Windows-based software
oAbility to understand and resolve problems and defuse situations with  empathy and compassion
oExcellent telephone customer service and  professional interpersonal skills

SUPPLEMENTAL REQUIREMENTS

Work Attire             Yes/No
Uniform                      No
Scrubs                        No
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: __________________________


Equal Employment Opportunity

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.



Company Profile

Houston Methodist Willowbrook Hospital opened in December 2000 to serve the comprehensive health care needs of the growing community in Northwest Houston.  The 312 bed hospital has 17 operating rooms, and more than 1,900 employees.  Houston Methodist Willowbrook Hospital has been named a Magnet recognized health care facility by the American Nurses Credentialing Center’s (ANCC) Magnet Recognition Program® and was ranked No. 8 in the Houston metro area and No. 19 in Texas by U.S. News & World Report as a “Best Hospital” in 2016.  Houston Methodist Willowbrook Hospital is Northwest Houston's regional leader in robotic minimally-invasive surgeries and specializes in cardiology and cardiovascular services, neurology, neurosurgery, orthopedics and sports medicine, and comprehensive cancer services. Houston Methodist Willowbrook Hospital has a Breast Care Center, Cancer Center, Imaging Center, Infusion Center, Sleep Center, Surgical Weight Loss Center and operates the largest Childbirth Center in the greater Northwest Houston area.

Houston, Texas

At Houston Methodist, Leading Medicine is more than a description of what we do; it's who we are. We take our responsibility as Houston's premier health care system seriously, and with a national reputation for excellence in patient care, innovation and research, we hold ourselves and the careers we build to a higher standard. Our culture is diverse, dynamic and challenging. We believe in our I Care Values and conduct ourselves with Integrity, Compassion, Accountability, Respect for others and a commitment to Excellence. Discover the difference for yourself and join Houston Methodist.

You can click on the video links below to learn more!

·  About Houston Methodisthttps://www.youtube.com/watch?v=ClN3mmKT0EI

·  Nursing at Houston Methodisthttps://www.youtube.com/watch?v=EUfmVeansTo

·  Houston - Best City to Live Inhttps://www.youtube.com/watch?v=MzLQzGBjHJw

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