Lead, Entertainment & Gaming, Customer Service Rep

Receptionist

This is a full time, day shift position which works Monday-Friday from 6:00am-2:30pm, plus disaster preparedness call in AOD. At Houston Methodist, the Receptionist position is responsible for greeting visitors and delivering exceptional customer service assistance which entails answering calls and fielding them accordingly, addressing visitor questions and needs, and providing an overall welcoming environment. This position's responsibilities often include performing ad hoc administrative duties as needed, may sort/distribute mail and possibly managing office supplies.

In partnership with the management, the Receptionist position will ensure the department's patient, visitor and customer interactions are in accordance with Houston Methodist's I CARE values of integrity, compassion, accountability, respect and excellence and established standard operating procedures which includes all staff providing unparalleled patient care and customer service in a timely, professional and safe manner.

Qualifications:

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

Experience:

• One year of clerical support/telephonic experience, preferably in a customer service or call center environment

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
• Conducts self in a professional manner at all times
• Excellent written and verbal communication skills
• Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
• Demonstrates a positive demeanor and strong multi-tasking abilities
• Ability to work with peers in a team situation
• Very strong organization skills and detail-oriented nature
• Professional handling of exposure to confidential/sensitive information
• Proficient in computer skills for documentation

Essential functions:

• Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.
• Receives and screens visitors and telephone calls in a professional and courteous manner and handles general inquiries timely and professionally.
• Routes calls to appropriate person or takes complete messages with accurate date, time, name, number and information which includes determining the nature of each call.
• Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.
• Performs administrative tasks and duties specific to department being supported, as appropriate. Maintains a professional work space and keeps it well stocked with supplies.
• Develops ongoing relationships and interactions with internal stakeholders and clinicians; understands and serves the needs of the department and sources goods, services and equipment as appropriate.
• Contributes to meeting/exceeding department and organization targets for patient satisfaction measures.
• Accurately utilizes electronic medical record system, identifying and/or entering patient demographics, as appropriate.
• Actively participates in organizing the work flow, problem-solving, and managing multiple ongoing priorities with minimal supervision.
• Maintains a safe environment, following all policies and procedures for safety, hazardous material. Reports accidents promptly and corrects minor safety hazards.
• Identifies and escalates issues and opportunities for improvement. Follows up on…