Telecom Operator - PBX Operators - Full Time - 3rd Night

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 Model

• 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 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 job

• Actively supports the organizations vision fulfills the mission and abides by the I CARE values

• Communicates pertinent information to coworkers to ensure proper handling and processing of calls when away from operator position.

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

• 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.

• Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth clear and professionally courteous communication practice.

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

• Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.

• Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.

• Stays up to date on organizational changes including policies and important initiatives.

• Meets department metrics (abandonment rates productivity/activities per hour etc).

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

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

• 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.

• High School diploma or equivalent education (examples include: GED verification of homeschool equivalency partial or full completion of postsecondary education etc.

• One year customer service experience

• Dispatching experience preferred

• Healthcare experience preferred

• N/A

• Demonstrates the skills and competencies necessary to safely perform the assigned job determined through ongoing 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 coworkers in a manner consistent with a customer service focus and application of positive language principles

• Ability to understand telecommunications equipment and services including call processing paging and audio monitoring systems

• Knowledge of personal computer functions and Windowsbased software

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

• Excellent telephone customer service and professional interpersonal skills

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ONCALL*
*Note that employees may be required to be oncall 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 No
• May require travel outside Houston Metropolitan area No

Houston Methodist Baytown Hospital located 35 miles east of Houston is the areas only fullservice hospital offering specialized medical care for patients at every stage in life. This 230licensed bed hospital with 15 operating rooms and over 1700 employees brings Medical Center excellence and quality care close to East Harris and surrounding counties.