Operator Services Team Lead
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
Essential employee expected to be a 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. Supports and guides Operator Services representatives to improve quality through mentoring, monitoring, auditing and providing feedback concerning processes and procedures. Receives incoming phone calls for patient/general information. Activates Facility, Medical, and Security alerts timely and accurately per departmental procedures and Harris Health System's policies. Performs requested paging of personnel timely and accurately. Answers the Ask My Nurse line; documents and prioritizes the telephone encounter with symptoms and level of acuity for a nurse call back, and schedules patients for virtual visits based on symptoms. Provides help desk technical support for My Health users and guides qualified patients through E-visit scheduling. Supports the Patient Appointment Center afterhours by monitoring and scheduling from in-basket queues to support Ambulatory Care Services and Hospital patients.
Education: High School Diploma or GED
Work Experience: Minimum two (2) years in customer service, one (1) year call center experience and/or leadership experience.
Communication Skills: Above Average Verbal (Heavy Public Contact), Writing /Composing (Reports),Proficiencies; Language - Bilingual: Spanish (Must pass Berlitz test with minimum score of 3)
Knowledge/Skills/Abilities: Strong Computer Skills , Analytical, Medical Terms, P.C., Typing, 40 pm
Work Schedule: Weekends, Holidays, Flexible
Other Requirements: Excellent customer service skills and communication skills, dependable, self-motivated, bilingual preferred. Must be able to shift focus rapidly during emergent situations such as, Facility, Medical, and Security alerts. Must score minimum 90% on OPAC Customer Service Test.
Equipment Operated: Personal Computer