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

JOB SUMMARY: Responsible for determining the training for the call center operations, developing and administering programs to meet those needs. Lead in the development of a training program to support the call center. Investigate and review alternative processes and/or procedures to improve efficiency and reduce costs. Ensure policies and procedures are written and updated for all functions. Responsible for the overall quality of performance in the call centers. Analyze data and implement training and other initiatives to decrease the use of the escalation queue and improve patient satisfaction scores.


Education/Specialized Training/Licensure: Bachelor's Degree in Communications or Education preferred; or four (4) years related experience in lieu of degree.

Work Experience (Years and Area): Two (2) years Call Center Training

Equipment Operated: Computer


Communication Skills: Writing /Composing Reports

Other Skills: Analytical, Design

Work Schedule: Flexible

Application Instructions

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