Patient Services Operator - Houston, United States - MD Anderson Cancer Center

MD Anderson Cancer Center

Verified Company

Houston, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Title:
Patient Services Operator

Department:
askMDAnderson

Division:
Patient Experience

Reports to:
Supervisor, Patient Services Operators

Shift Hours:
Saturday - Wednesday, 10am - 6pm. 3 months of training on-site before going remote.

MISSION STATEMENT

The mission of The University of Texas MD Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.

SUMMARY

The primary purpose of the Patient Services Operator position is to provide prompt and courteous information to callers utilizing institutional resources such as the patient care management system, computer-telephony integrated systems and other institutional systems.

Responsible for routing callers to appropriate destinations within the institution, sending alphanumeric pages and calling codes.

CUSTOMER SERVICE

Answers all main lines for the institution 24/7 including the Houston area locations (after hours).
Assists callers with patient information, directions, and way finding throughout the institution.
Provides one call resolution in a fast paced, high call volume environment while maintaining 90% availability.
Uses advance problemsolving skills to assist patients, colleagues and employees. Maintains operations during inclement weather as a member of the rideout and/or recovery team.

COMMUNICATION

Protects the privacy of patients and employee by handling confidential information in accordance with HIPAA laws and regulations.
Maintains a professional and positive attitude when interacting with patients, employees, family members and the public in emotional situations.
Proactively contacts and provides critical information to multi

- disciplinary teams during Code Blue and MERIT events.

Pages physicians after hours, including weekends and holidays.
Conducts follow up calls to patients in order to eliminate breakdown in communication. Immediately reports any issues or discrepancies with the web oncall, EPIC, Infinity and any other departmental systems.

TRAINING
Allows employees to shadow them during new hire, refresher and new implementation training.

REPORTING
Mails/faxes patient schedules as requested.

INSTITUTIONAL CORE VALUES

Caring:
By our words and actions we create a caring environment for everyone.

We are sensitive to the concerns of our patients and coworkers
We are respectful and courteous to each other at all times.
We promote and reward teamwork and inclusiveness.

Integrity:
We work together to merit the trust of our colleagues and those we serve.

We hold ourselves, and each other, accountable for practicing our values.
We communicate frequently, honestly, openly.
By our actions, we create an environment of trust.

Discovery:
We embrace creativity and seek new knowledge.

We help each other identify and solve problems.
We seek personal growth and enable others to do so.
We encourage learning, creativity and new ideas.

Safety:

We provide a safe environment - physically and psychologically - for our patients, for our colleagues and for our community.

We create a sense of security and empowerment and are committed to keeping one another free from harm.
We embrace a framework and best practices for the highest quality of care and service.
We inspire trust by modeling excellence in our work and acceptance of each person's contributions.

Stewardship:

We protect and preserve our institutional reputation and the precious resources - people, time, financial and environmental - entrusted to us.

We prioritize the health and wellbeing of each other.
We act responsibly to safeguard the institution's finances.
We ensure the proper care and use of time, data, materials, equipment and property afforded to us.

EDUCATION

Required:
High school diploma or equivalent.

Preferred:
Associate degree in communications or related field. Bilingual in Spanish.

EXPERIENCE

Required:
Two years of customer service experience.

Preferred:
Healthcare experience is preferred.

Education Required:
High school diploma or equivalent.

Experience Required:
Two years of experience answering multiple telephone lines, responding to customer inquiries or related experience. Must pass pre-employment skills test as required and administered by Human Resources.

Additional Information