Access Center Educator - Access Training & QA (Katy)

Overview

At Houston Methodist, the Access Center Educator position is responsible for supporting the delivery of orientation, training, and competency development programs for employees across the Houston Methodist system. This role involves facilitating learning in both in-person and virtual settings, ensuring an engaging experience for participants. Additional responsibilities include coordinating training schedules, supporting training needs assessments to identify knowledge gaps, and assisting with tracking and reporting training metrics to support operational goals.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

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

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team-focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Facilitates engaging training sessions and workshops for new hires and ongoing training for existing staff on scheduling best practices, software tools, and compliance requirements. Coordinates onboarding requirements for new hires and ongoing skill enhancement sessions for tenured agents.

• Provides constructive feedback and recommendations for improvement.

• Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.

SERVICE ESSENTIAL FUNCTIONS

• Works closely with scheduling managers and healthcare teams to ensure alignment of training content with operational goals and patient care standards. Provides feedback to lead on any discrepancies in the material.

• Evaluates the effectiveness of training programs through monitoring the trainees' progress throughout the training process, identifying areas for improvement and providing additional support when necessary.

• Assists in the onboarding process for new scheduling staff, providing them with the necessary training and resources to succeed in their roles.

• Participates and/or leads special projects and/or initiatives, addressing service issues.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Assesses training needs through surveys, interviews, and observations to identify knowledge gaps and areas for improvement within the scheduling team.

• Reviews new and current staff performance by monitoring and evaluating call quality through regular call reviews. Provides constructive feedback to agents, emphasizing their strengths and identifying specific areas for improvement to support their development and ensure high-quality service standards. Assesses agent performance through knowledge assessments, simulations, and call evaluations during and after training.

• Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues.

FINANCE ESSENTIAL FUNCTIONS

• Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently and helps other team members. Determines the need for materials, equipment, and supplies necessary for training activities. Adheres to all Houston Methodist policies, procedures, and standards within budgetary specifications including determining need.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stays current with industry trends and best practices in patient scheduling and training methodologies, integrating new approaches into training programs.

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.

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.

Qualifications

EDUCATION

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

• Bachelor's degree preferred

WORK EXPERIENCE

• Two years of experience in a healthcare setting and/or call center operation to include one year in a training or educator role in a call or support center environment; for internal employees, two years of experience in a call center operation

• One year of experience working with EPIC Cadence in a practice or Access Center environment

• Experience with Automated Call Distribution systems and associated applications (Cisco, Genesys, Calabrio, NICE, Verint, etc.)

License/Certification

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KSA/ Supplemental Data

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing 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

• Excellent listening skills

• Excellent verbal, written, and interpersonal communication skills, with the ability to evaluate, motivate, and provide feedback to individuals at various skill levels

• Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization

• Ability to plan, organize, prioritize, and complete work to meet established objectives

• Strong facilitation skills

• Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines

• Must be able to influence positive change

• Proficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applications

• Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions

• Able to work independently and in a team environment

• Excellent analytical skills and ability to make problem solving decisions independently

• Strong training, coaching to performance, and leadership skills

• Ability to remain calm and patient in stressful situations

• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

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* No

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

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

Company Profile

Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers.  HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area.  HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities.  Overall, HM employs over 25,000 employees.   Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

 

In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.