What are the responsibilities and job description for the Patient Services Operator position at MD Anderson Center?
Patient Services Operator - Job Description
Shift Hours : Day Shift. Thursday through Monday, 6 : 00am - 3 : 00pm. Off every Tuesday & Wednesday.
MISSION STATEMENT
The mission of The University of Texas MD Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.
SUMMARY
The primary purpose of the Patient Services Operator position is to provide prompt and courteous information to callers utilizing institutional resources such as the patient care management system, computer-telephony integrated systems and other institutional systems. Responsible for routing callers to appropriate destinations within the institution, sending alphanumeric pages and calling codes.
Function : Responsible for providing prompt and courteous information to callers utilizing institutional resources including the patient care management system, computer-telephony integrated systems and other institutional systems.
Scope : Impacts the quality and efficiency of telecommunications services.
Essential Job Functions :
- Answers all main lines for the institution 24 / 7 including the Houston area locations (after hours).
- Assists callers with patient information, directions, and way finding throughout the institution.
- Provides one call resolution in a fast paced, high call volume environment while maintaining 90% availability.
- Uses advance problem-solving skills to assist patients, colleagues and employees.
- Maintains operations during inclement weather as a member of the ride-out and / or recovery team.
- Provides patient information and directions to callers in a fast paced, high call volume environment.
- Protects the privacy of patients and employee by handling confidential information in accordance with HIPAA laws and regulations.
- Maintains a professional and positive attitude when interacting with patients, employees, family members and the public in emotional situations.
- Proactively contacts and provides critical information to multi- disciplinary teams during Code Blue and MERIT events.
- Pages physicians after hours, including weekends and holidays.
- Conducts follow up calls to patients in order to eliminate breakdown in communication.
- Immediately reports any issues or discrepancies with the web on-call, EPIC, Infinity and any other departmental systems.
- Other duties as assigned.
SUPERVISION
Received : Supervisor, Information Desk and Welcome Center.
Given : None
REQUIREMENTS :
Education Required : High School diploma or equivalent.
Education Preferred : Associate's degree in Communications or related field. Bilingual in Spanish.
Experience Required : Two years of answering multiple telephone lines, responding to customer inquiries or related experience.
Experience Preferred : Health care experience.
Licensure / Certification Required : None.
Licensure / Certification Preferred : None.
Other Required : Must pass pre-employment skills test as required and administered by Human Resources.
Education Required : High school diploma or equivalent.
Experience Required : Two years of experience answering multiple telephone lines, responding to customer inquiries or related experience. Must pass pre-employment skills test as required and administered by Human Resources.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity / expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law.
