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.Practices the Caring and Serving ModelDelivers personalized service using HM Service StandardsProvides 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 jobDisplays cultural humility, diversity, equity and inclusion principlesActively supports the organization's vision, fulfills the mission and abides by the I CARE values Responsibilities PEOPLE ESSENTIAL FUNCTIONS
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.Receives and screens visitors and telephone calls in a professional and courteous manner and handles general inquiries timely and professionally. Conducts self in a manner that is congruent with cultural diversity and inclusion principles.Routes calls to appropriate person or takes complete messages with accurate date, time, name, number and information which includes determining the nature of each call.Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.
SERVICE ESSENTIAL FUNCTIONS
Performs administrative tasks and duties specific to department being supported, as appropriate. Maintains a professional work space and keeps it well stocked with supplies.Develops ongoing relationships and interactions with internal stakeholders and clinicians; understands and serves the needs of the department and sources goods, services and equipment as appropriate.Contributes to meeting/exceeding department and organization targets for patient satisfaction measures.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Accurately utilizes electronic medical record system, identifying and/or entering patient demographics, as appropriate.Actively participates in organizing the work flow, problem-solving, and managing multiple ongoing priorities with minimal supervision.Maintains a safe environment, following all policies and procedures for safety, hazardous material. Reports accidents promptly and corrects minor safety hazards.Identifies and escalates issues and opportunities for improvement. Follows up on action items to ensure completion of assignments. Contributes towards improving department/practice quality and safety scores.
FINANCE ESSENTIAL FUNCTIONS
Uses resources efficiently; does not waste supplies. Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing incidental overtime. Utilizes time efficiently and helps other team members.Maintains adequate copier/printer paper and toner; beverage and other inventory items as appropriate. Initiates office equipment (copy machine, fax machine and printers, etc.) service calls and follows up to ensure that required maintenance/repairs are performed in a timely manner. Assists with routine equipment troubleshooting such as paper jams, ink cartridge replacement, etc.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSIdentifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management.Offers innovative solutions through participation in performance improvement projects and activities. Follows up on action items to ensure completion of assignments.
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. Qualifications EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
WORK EXPERIENCE
One year of clerical support/telephonic experience, preferably in a customer service or call center environment License/Certification LICENSES AND CERTIFICATIONS - REQUIRED
N/A KSA/ Supplemental Data KNOWLEDGE, SKILLS, AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluationsSufficient 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 securityAbility 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 principlesConducts self in a professional manner at all timesExcellent written and verbal communication skillsDemonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environmentDemonstrates a positive demeanor and strong multi-tasking abilitiesAbility to work with peers in a team situationVery strong organization skills and detail-oriented natureProfessional handling of exposure to confidential/sensitive informationProficient in computer skills for documentation
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform YesScrubs NoBusiness professional YesOther (department approved) Yes
ON-CALL*
*Note that employees may be required to be on-call 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 YesMay require travel outside Houston Metropolitan area No Company Profile
Houston Methodist Cypress Hospital, scheduled to open in the first quarter of 2025, will be Houston Methodist's ninth hospital and will incorporate the most advanced technology available from the day the doors open. With 100 beds (at our opening; licensed for 276) and a prime location in the heart of the rapidly growing U.S. 290 corridor, the hospital will be equipped with technologically advanced innovations implemented during COVID, many of them designed to make patient communication with physicians, staff and families the very best and most effective in any health care facility. Even though the hospital won't be fully operational until 2025, we have several services and specialties opening in 2024.
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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. Application FAQs
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