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Lead Call Center Agent - Evenings - Medical Center

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Location: Houston Methodist Hospital
6565 Fannin St, Houston, TX 77030

Job Ref:: 69223
Talent Area:: Support Services
Job Shift:: 2nd - Evening
Job Type:: Full-Time
Posted Date:: April 4, 2025

At Houston Methodist, the Lead Call Center Agent position is responsible for assisting the Operations Manager with daily operations and coverage of department activities. This position operates a variety of call systems to monitor call volumes, wait times, hold times, completion of calls, and documentation of calls. The Lead Call Center Agent position reviews and documents call center data requests for the department. This position assists internal and external callers with escalated requests of routine and emergent natures and handles escalated communication center situations requiring a higher degree of reliability, flexibility, critical thinking skills.

Requirements:

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.

Answers phone calls and appropriately greets each customer, and interacts with customers in a professional manner at all times.

Works with operations manager to resolve complex patient needs and/or complaints.

Assists Operations Manager in development and distribution of training materials, and distribution of reports, trains new hires, completes competency assessments and call center reports.

SERVICE ESSENTIAL FUNCTIONS

Provides feedback to management regarding personnel, operationaland equipment issues and to staff regarding compliance with operational standards. Maintains equipment inventory, coordinates equipment repairs, maintenance, and ordering of equipment and supplies. Notifies answering service of coverage changes.

Maintains control of equipment and resources, completes logs and accurately documents information according to standard operating procedures. Identifies equipment needing repair and notifies appropriate IT departments.

Facilitates coverage for Call Center absences and any gaps in phone coverage. Monitors call center staff for compliance with answering and documenting calls. Monitors call center staff for compliance with break and lunch schedules, completing assignments, phone usage, etc.

Reports issues to management for resolution. Maintains confidentiality of sensitive information and informs management of pertinent issues.

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.

Responds in a proactive manner to service concerns, resolving such matters according to established guidelines in a prompt manner. Escalates non-routine issues in a timely manner to appropriate staff or management in order to maintain a high level of patient and customer satisfaction.

Ensures quality level of service is maintained by completing and documenting Quality Assurance call backs.

Follows up on incomplete requests and manages and resolves routine customer complaints. Notifies patients of delays or cancellations in a timely manner.

FINANCE ESSENTIAL FUNCTIONS

Identifies cost saving or revenue opportunities, reduction of overtime.

Uses department resources/equipment/supplies properly and efficiently.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

Generates and communicates new ideas and suggestions that improve quality or services.

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 customer service experience

Experience in a call center or other telephone communication environment preferred.

LICENSES AND CERTIFICATIONS - REQUIRED

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 to address and resolve patient complaints

Uses critical thinking skills to address complex patient needs and identifies opportunities to escalate concerns to management when appropriate

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:

Houston Methodist Hospital is recognized by U.S. News & World Report as the No. 1 hospital in Texas and one of America’s “Best Hospitals.” As a full-service, acute-care hospital located in the Texas Medical Center and the flagship hospital of Houston Methodist, it has evolved into one of the nation’s largest nonprofit teaching hospitals and a leader in innovative medical research with a comprehensive residency program. Two of Houston Methodist’s primary academic affiliates are among the nation’s leading health care organizations: Weill Cornell Medicine and New York-Presbyterian Hospital. Houston Methodist also has affiliations with Texas A&M University and the University of Houston. With 948 operating beds, 85 operating rooms and more than 8,400 employees, Houston Methodist Hospital offers unparalleled care for thousands of patients from around the world.

Houston Methodist is an Equal Opportunity Employer.

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