Job Description

Harris Health is a nationally recognized health system comprising three teaching hospitals and an extensive network of ambulatory care centers serving the people of Harris County, Texas, since 1966.  Staffed by the faculty, fellows and residents from two nationally ranked medical schools, Baylor College of Medicine and The University of Texas Health Science Center at Houston (UTHealth), Harris Health is the first healthcare system in Houston to receive the prestigious National Committee for Quality Assurance (NCQA) designation for its network of patient-centered medical homes.

Each year, Harris Health provides more than 1.8 million total outpatient visits through its more than 40 ambulatory care facilities.  Additionally, Harris Health sees more than 177,000 emergency visits at its Level 1 and Level 3 trauma centers and 35,000 hospital admissions through its three hospitals: Ben Taub, LBJ and Quentin Mease.

Established by voter referendum to enhance the level of charity care available in the community, Harris Health System has often received national recognition for serving those in need and for its achievements in operational excellence, such as being named to the 2011, 2012, 2013 and 2014 Most Wired Hospitals lists by the American Hospital Association’s Hospitals & Health Networks magazine.

Additionally, Harris Health System is pleased that each of its three hospitals — Ben Taub, Lyndon B. Johnson and Quentin Mease — achieved Pathway to Excellence™ designation by the American Nurses Credentialing Center.

Skills / Requirements

Acts as subject matter expert and point of contact for a 24 x 7, 365 day a year call center. Handles escalated issues and resolves on-call scheduling issues. Provides guidance and directions to staff concerning processes and procedures. Receives incoming phone calls for patient and general information, medical staff paging, Health Services, MyHealth account login/password reset assistance and Codes and Condition calls. Responsible for reviewing hospital census providing phone number to patient room and proper transfer of caller. Properly direct and transfer calls for callers and personnel requesting specific departments and general information. Perform requested paging of personnel timely and accurately. Handles Codes and Condition calls timely and accurately per departmental procedures and Harris Health System policies. Processing of Health Services calls for ask my nurse by documenting patients symptoms in epic for nurse review and call back. Scheduling of patients appointments per nurses‘ instructions.

Minimum Qualifications
Education/Specialized Training/Licensure: High School Diploma or GED

Work Experience (Years and Area): Minimum 2yrs in customer service, 1 year call center experience and/or leadership experience

Equipment Operated: Personal Computer

Special Requirements
Communication Skills: Above Average Verbal (Heavy Public Contact), Writing /Composing (Reports)

Other Skills: Strong Computer Skills , Analytical, Medical Terms, P.C., Typing ,wpm 40, Word Proc

Work Schedule: Weekends, Holidays, Flexible

Other Requirements: Excellent customer service skills, dependable, self-motivated, excellent communication skills, bilingual preferred. Must score minimum 90% on OPAC Customer Service Test.

Application Instructions

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