QUALITY/SAFETY - 30%
Accurately document all information needed to provide Service Desk team or collaborating organizational teams with the specific information required to provide timely resolution. (EF)
Prioritizes and escalates critical patient care related issues appropriately and/or seeks team assistance when clarification is needed to understand severity and complexity.(EF)
Uses correct escalating and paging procedures and ensures that responses are received. (EF)
FINANCE - 10%
Utilizes department resources provided wisely and efficiently. Informs management when normal wear requires replacement. (EF)
GROWTH/INNOVATION - 10%
Makes suggestions for improvement to processes or procedures to Team Leads, Supervisor or Manager.
Stays abreast of organizational changes and announcements to processes or events, programs and initiatives in order to address customers’ requests for current information as applicable.
Proactively manages own professional development and completes Individual Development Plan (IDP). (EF)
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.
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
2 years of experience in a high call volume technical support call center, or equivalent time in non-technical call center and experience with Desktop Support, or Server or Network Support.
CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
Information Technology Infrastructure Library (ITIL) v3 or higher, Comptia A+, Help Desk Institute (HDI) certified preferred
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
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
Working knowledge of LAN/Wan networks, Citrix, VPN, Active Directory preferred
Ability to deescalate issues and resolve complaints with positive outcomes.
Ability to type 35 words a minute.
Ability to learn and apply new or modified processes, program or procedures.
Ability to multitask, handlines phone conversation with customers while entering data in realtime, using multiple applications and display screens.
Ability to create written responses that are clear and understandable to customers
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