Call Center Agent

2 weeks ago

Houston, United States Houston Methodist Full time
Overview

At Houston Methodist, the Call Center Agent position is responsible for assisting internal and external customers of the assigned department with service requests of a routine and emergent nature. Duties for this position include managing large volumes of inbound and outbound calls in a timely manner, identifying callers' needs and providing solutions while maintaining proper documentation.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
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 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
  • Displays cultural humility, diversity, equity and inclusion principles
  • Actively 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 a focused work unit that actively helps one another to achieve optimal department results.
  • Collaborates with all members of the department by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. Demonstrates effective communication and customer service skills.
  • Answers phone calls and appropriately greets each caller and interacts with customers in a professional and courteous manner at all times.
SERVICE ESSENTIAL FUNCTIONS
  • Utilizes multi-tasking skills to process patient needs from incoming and outgoing calls and faxes by coordinating, documenting, and tracking requests in Epic. Answers telephone promptly and in a professional manner at all times using identified scripts in all attempts to triage requests. Enters notes in Epic system while caller is on the telephone. Appropriately places callers on hold, after asking caller if they mind holding, and transfers callers as appropriate.
  • Responds in a proactive manner to caller concerns, resolving such matters according to established guidelines in a prompt manner. Contacts appropriate staff for unusual circumstances in a timely manner to maintain a high level of patient satisfaction. Maintains confidentiality of sensitive information and informs management of pertinent issues.
  • Organizes workload and sets priorities. Utilizes all available work time by assisting fellow team members and performing additional tasks as assigned or requested.
  • Answers calls in a timely manner to minimize call hold times.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
  • Performs all patient communications following HIPPA guidelines. Reports complaints according to policies and procedures and assures clinical practice guidelines are followed.
FINANCE ESSENTIAL FUNCTIONS
  • Self-motivated to independently manage time effectively and prioritizes daily tasks.
  • Uses department resources/equipment/supplies properly and efficiently.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
  • Participates in departmental projects activities, and seeks continuing education opportunities to expand learning beyond baseline competencies with a focus on continual development.

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
  • Two years of related experience
  • Previous customer service experience in a call center or other telephone communication environment preferred
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 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 co-workers in a manner consistent with a customer service focus and application of positive language principles
SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE
  • Uniform No
  • Scrubs No
  • Business professional Yes
  • Other (department approved) No
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 No
  • May require travel outside Houston Metropolitan area No


Company Profile

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.

  • Call Center Agent

    4 days ago

    Houston, United States Don McGill Auto Group Full time

    Job DescriptionJob DescriptionCall Center Agent – Service Department - Don McGill Toyota HoustonDon McGill Toyota Houston is seeking a full time Call Center Agent for our growing service department. We are currently looking for an energetic personality with strong organization and communication skills. The candidate must also be a self-starter, a quick...

  • Remote (Houston, TX) Inbound Call Center Agent

    3 weeks ago

    Houston, United States CubeSmart Self Storage Full time

    The primary functions of the Remote Inbound Call Center Agent are to handle sales and service calls that come in from potential Customers, enter information into our database, and resolve Customer concerns while upholding the highest level of custome Call Center, Agent, Remote, Customer Service, Technology

  • Call Center Representative

    3 weeks ago

    Houston, United States Independence Marketing Group Inc Full time

    Job DescriptionJob DescriptionHere's a job posting tailored to your requirements:Job Title: Call Center RepresentativeLocation: 15002 Welcome Ln Houston, Tx 77014Company: Independence Marketing GroupJob Type: Full-timeSalary: 10.00-15.00 an hourBenefits: Sick and Vacation time, Paid Holidays off, etcAbout Independence Marketing Group:Independence...

  • Call Center Representative

    4 weeks ago

    Houston, United States Independence Marketing Group Inc Full time

    Job DescriptionJob DescriptionHere's a job posting tailored to your requirements:Job Title: Call Center RepresentativeLocation: 15002 Welcome Ln Houston, Tx 77014Company: Independence Marketing GroupJob Type: Full-timeSalary: 10.00-15.00 an hourBenefits: Sick and Vacation time, Paid Holidays off, etc About Independence Marketing Group:Independence...

  • Call Center Office Sales Agent

    1 month ago

    Houston, United States The Agency Network , LLC Full time

    **Inside Sales Agent for a TOP Solar Energy Company! GREAT PAY and Career Growth opportunity!** - Work in a fast-paced environment - Needs to meet all weekly, monthly, and yearly team sales quotas. - Prepares sales proposals for potential customers and buyers - Able to contact leads and sets up appointments to present company products - Takes inbound and...

  • Call Center Agent

    4 days ago

    Houston, United States Asian American Health Coalition Full time

    Job DescriptionJob DescriptionDescription:POSITION TITLE: Call Center AgentLOCATION: HOPE Health and Wellness CenterREPORTS TO: Call Center Team LeadEDUCATION: High School Diploma or GED; Associate degree preferredWORK EXPERIENCE: 2 years or more in healthcare preferredSALARY RANGE: $14.50/hourFLSA STATUS: Hourly – Non-ExemptPOSITION TYPE:...

  • Call Center Agent

    1 week ago

    Houston, United States Accolade Full time

    As an Accolade Outreach Specialist, you will be a trusted go-to resource who helps get members engaged with Accolade and enrolled in targeted programs. Youll have the opportunity to help members get the right care at the right time no problem is to Call Center, Marketing, Agent, Insurance, Business Services, Benefits

  • Call Center Customer Service Agent

    3 days ago

    Houston, United States Elle Seller Full time

    Elle Seller we are is seeking a dedicated and customer-focused Call Center Customer Service Agent to join our customer service team. The successful candidate will be responsible for handling inbound and outbound customer calls, providing exceptional service, and resolving customer inquiries and issues efficiently. This role requires excellent communication...

  • Call Center Customer Service Agent

    6 days ago

    Houston, United States Elle Seller Full time

    Elle Seller we are is seeking a dedicated and customer-focused Call Center Customer Service Agent to join our customer service team. The successful candidate will be responsible for handling inbound and outbound customer calls, providing exceptional service, and resolving customer inquiries and issues efficiently. This role requires excellent communication...

  • Call Center Agent

    4 days ago

    Houston, United States Avenue360 Health and Wellness Full time

    Our Compensation Package Includes: Generous Paid Time Off- (11 paid holidays per year, 2 Floating Holidays per year, 14 paid Vacation days per year, 4 hours per month of accrued Sick days) Medical, Dental, and Vision 401K match up to 4% Company paid Life Insurance Company paid Short Term and Long-Term Disability Employee...

  • Call Center Customer Service Agent

    4 days ago

    Houston, United States Elle Seller Full time

    Job DescriptionJob DescriptionElle Seller we are is seeking a dedicated and customer-focused Call Center Customer Service Agent to join our customer service team. The successful candidate will be responsible for handling inbound and outbound customer calls, providing exceptional service, and resolving customer inquiries and issues efficiently. This role...

  • Call Center Associate

    4 weeks ago

    Houston, United States Barri Financial Group, LLC Full time

    CALL CENTER ASSOCIATE Responsibilities: Attentionto Customer Providing excellent service to customers. Inform the customers about our services, locations ofstores or concerns they may have. Record customers complaints. Follow up on claims until findi Call Center, Associate, Customer Service, Agent, Retail, Computer

  • Service Call Center Agent

    6 days ago

    Houston, United States Fred Haas Companies Full time

    Service Call Center Agent - Service Department Our Dealership is seeking a full time business development agent for our growing service department. We are currently looking for an energetic personality with strong organization and communication skills. The candidate must also be a self-starter, a quick learner, and a multi-tasker. Call center or previous...

  • Service Call Center Agent

    4 days ago

    Houston, United States Fred Haas Companies Full time

    Job DescriptionJob DescriptionService Call Center Agent – Service DepartmentOur Dealership is seeking a full time business development agent for our growing service department. We are currently looking for an energetic personality with strong organization and communication skills. The candidate must also be a self-starter, a quick learner, and a...

  • Call Center Agent

    5 days ago

    Houston, United States Houston Methodist Full time

    At Houston Methodist, the Call Center Agent position is responsible for assisting internal and external customers of the assigned department with service requests of a routine and emergent nature. Duties for this position include managing large volumes of inbound and outbound calls in a timely manner, identifying callers' needs and providing solutions while...

  • Call Center Supervisor

    1 week ago

    Houston, United States Round Table Medical Consultants Llc Full time

    The Call/Transfer Center Supervisor will develop and implement strategies to improve the call center, Transfer Center, and Patient Collection performance, productivity, and patient satisfaction. Additionally, they will provide ongoing training and support to call/transfer center representatives, foster a culture of continuous learning and development,...

  • Internet Sales Call Center Agent

    2 weeks ago

    Houston, United States Gillman Automotive Group Full time

    Job DescriptionJob DescriptionInternet Sales Call Center Agent (BDC)The Gillman Companies is an established group of family owned automobile dealerships based out of Houston, TX. We have served the automotive needs of Texas since 1938 by maintaining a long-established tradition of excellence and customer satisfaction. Gillman has also been named one of the...

  • Call Center Agent

    2 weeks ago

    Houston, United States Houston Methodist Full time

    At Houston Methodist, the Call Center Agent position is responsible for assisting internal and external customers of the assigned department with service requests of a routine and emergent nature. Duties for this position include managing large volumes of inbound and outbound calls in a timely manner, identifying callers' needs and providing solutions while...

  • Call Center Representative

    1 month ago

    Houston, United States Spring Branch Community Health Center Full time

    **Bilingual (Spanish & English) is required for this role!** **SUMMARY**: The **Call Center Representative** is responsible for providing timely and professional customer service to incoming phone calls specifically for appointment scheduling. The Call Center Rep will answer incoming calls for lab results, refill requests and schedule patient appointments,...

  • Call Center Rep

    5 days ago

    Houston, Texas, United States Randstad USA Full time

    Join our dynamic team as a full-time Customer Service Representative at our onsite call center As a key player in our organization, you'll provide exceptional service to our valued customers, handling inquiries, resolving issues, and exceeding performance goals. If you're passionate about delivering outstanding service and thrive in a fast-paced environment,...