PBX Telecom Operator (Nights) Sat/Sun 7p - 7a: Willowbrook

Telecommunication Operator

At Houston Methodist, the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patient, physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. The Telecommunication Operator position handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. This position strives to make the physical, emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus.

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
• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

• Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position.
• Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others.
• Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results and organizational results.
• Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice.
• Responds quickly and accurately to disaster and emergency situations according to department protocol.
• Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.
• Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.
• Stays up to date on organizational changes including policies and important initiatives.
• Meets department metrics (abandonment rates, productivity/activities per hour, etc).
• Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.
• Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team members.
• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service.

Qualifications

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• One year customer service experience
• Dispatching experience preferred
• Healthcare experience preferred

License/Certification

• Licenses and certifications - required: N/A

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
• Ability to understand telecommunications equipment and services including call processing, paging and audio monitoring systems
• Knowledge of personal computer functions and Windows-based software
• Ability to understand and resolve problems and defuse situations with empathy and compassion
• Excellent telephone customer service and professional interpersonal skills

Company Profile

Houston Methodist Willowbrook Hospital opened in December 2000 to serve the comprehensive health care needs of the growing community in Northwest Houston. The 310 bed hospital has 23 operating rooms, and more than 2,100 employees. Houston Methodist Willowbrook Hospital has been named a Magnet recognized health care facility by the American Nurses Credentialing Center's (ANCC) Magnet Recognition Program. Houston Methodist Willowbrook Hospital is Northwest Houston's regional leader in robotic minimally-invasive surgeries and specializes in cardiology and cardiovascular services, neurology, neurosurgery, orthopedics and sports medicine, and comprehensive cancer services. Houston Methodist Willowbrook Hospital has a Breast Care Center, Cancer Center, Imaging Center, Infusion Center, Sleep Center, Surgical Weight Loss Center and operates the largest Childbirth Center in the greater Northwest Houston area.