Access Center Educator - Access Training QA Katy

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

• Promotes a positive work environment and contributes to a dynamic teamfocused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Facilitates engaging training sessions and workshops for new hires and ongoing training for existing staff on scheduling best practices software tools and compliance requirements. Coordinates onboarding requirements for new hires and ongoing skill enhancement sessions for tenured agents.

• Provides constructive feedback and recommendations for improvement.

• Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.

• Works closely with scheduling managers and healthcare teams to ensure alignment of training content with operational goals and patient care standards. Provides feedback to lead on any discrepancies in the material.

• Evaluates the effectiveness of training programs through monitoring the trainees progress throughout the training process identifying areas for improvement and providing additional support when necessary.

• Assists in the onboarding process for new scheduling staff providing them with the necessary training and resources to succeed in their roles.

• Participates and/or leads special projects and/or initiatives addressing service issues.

• Assesses training needs through surveys interviews and observations to identify knowledge gaps and areas for improvement within the scheduling team.

• Reviews new and current staff performance by monitoring and evaluating call quality through regular call reviews. Provides constructive feedback to agents emphasizing their strengths and identifying specific areas for improvement to support their development and ensure highquality service standards. Assesses agent performance through knowledge assessments simulations and call evaluations during and after training.

• 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.

• 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. Determines the need for materials equipment and supplies necessary for training activities. Adheres to all Houston Methodist policies procedures and standards within budgetary specifications including determining need.

• Stays current with industry trends and best practices in patient scheduling and training methodologies integrating new approaches into training programs.

• 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.

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

• Bachelors degree preferred

• Two years of experience in a healthcare setting and/or call center operation to include one year in a training or educator role in a call or support center environment; for internal employees two years of experience in a call center operation

• One year of experience working with EPIC Cadence in a practice or Access Center environment

• Experience with Automated Call Distribution systems and associated applications (Cisco Genesys Calabrio NICE Verint etc.

• 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

• Excellent listening skills

• Excellent verbal written and interpersonal communication skills with the ability to evaluate motivate and provide feedback to individuals at various skill levels

• Must have a track record of producing work that is highly accurate demonstrates attention to detail and reflects well on the organization

• Ability to plan organize prioritize and complete work to meet established objectives

• Strong facilitation skills

• Ability to work in a call center production environment or comparable magnitude with frequent interruptions and continue to meet/exceed deadlines

• Must be able to influence positive change

• Proficient with Microsoft PowerPoint Excel and Word Tableau or other data analytics visualization applications

• Ability to perform crossfunctionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions

• Able to work independently and in a team environment

• Excellent analytical skills and ability to make problem solving decisions independently

• Strong training coaching to performance and leadership skills

• Ability to remain calm and patient in stressful situations

• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)

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 Yes
• May require travel outside Houston Metropolitan area No

Houston Methodist (HM) is one of the nations 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 freestanding emergency rooms and outpatient facilities. Overall HM employs over 25000 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 6333 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.