Call Center Coordinator - Pathology - (HM Continuing Care / Katy)

The Call Center Coordinator serves as the team leader of Laboratory Services Representatives and assists the Manager with operations of the Laboratory Call Center. Duties include the operation of centralized computer systems to dispatch, coordinating and documenting support service requests for multiple departments within Pathology and Laboratory operations including the HMDL. Assists internal and external customers with service requests of routine and emergent natures. Handles emergency situations requiring a high degree of reliability, flexibility, critical thinking skills, and proper documentation.

Requirements:

Qualifications:

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 evaluations consisting of one or more of the following: skills, competency assessments and/or performance reviews

• Exhibits strong interpersonal and team player skills with all levels of the healthcare team and assures delivery of excellent customer service to all patients, visitors, physicians and co-workers

• Excellent customer service attitude

• Strong organizational skills to handle a heavy workload and maintain accuracy

• Demonstrates a working knowledge of specimen requirements for testing in all sections of the laboratory, such as serum, plasma or whole blood, tissue and body fluids

• Possesses basic computer knowledge to operate multiple computer systems to include Office software to maintain patient and testing records and other related documents.

• Ability to work between various software programs simultaneously.

• Excellent data entry skills required

• Independently adapts to multiple ongoing priorities including organizing work flow

• Demonstrates independent judgment and discretion to recognize problems, identify causes and take corrective action

• Strong training, leadership, and mentoring skills

• 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
• Scrubs
• Business professional
• Other (department approved)

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*

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area
• May require travel outside Houston Metropolitan area

Company Profile:

Houston Methodist Specialty Physician Group is an integral part of Houston Methodist’s overall strategy to become one of the nation’s leading academic medical centers. Established as a nonprofit corporation certified by the Texas State Board of Medical Examiners, the Specialty Physician Group enables physicians to maintain autonomy with respect to clinical practice while growing their practice within an academic environment.

Houston Methodist is an Equal Opportunity Employer.