Job details

Per Diem Patient Services Operator-Weekend, 2:00pm-8:00pm

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.

INSTITUTIONAL CORE VALUES

Caring: By our words and actions we create a caring environment for everyone.

We are sensitive to the concerns of our patients and co-workers
We are respectful and courteous to each other at all times.
We promote and reward teamwork and inclusiveness.

Integrity: We work together to merit the trust of our colleagues and those we serve.

We hold ourselves, and each other, accountable for practicing our values.
We communicate frequently, honestly, openly.
By our actions, we create an environment of trust.

Discovery: We embrace creativity and seek new knowledge.

We help each other identify and solve problems.
We seek personal growth and enable others to do so.
We encourage learning, creativity and new ideas.

Safety: We provide a safe environment - physically and psychologically - for our patients, for our colleagues and for our community.

We create a sense of security and empowerment and are committed to keeping one another free from harm.
We embrace a framework and best practices for the highest quality of care and service.
We inspire trust by modeling excellence in our work and acceptance of each person's contributions.

Stewardship: We protect and preserve our institutional reputation and the precious resources - people, time, financial and environmental - entrusted to us.

We prioritize the health and well-being of each other.
We act responsibly to safeguard the institution's finances.
We ensure the proper care and use of time, data, materials, equipment and property afforded to us.

CUSTOMER SERVICE

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.

COMMUNICATION

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.

TRAINING

Allows employees to shadow them during new hire, refresher and new implementation training.

REPORTING

Mails/faxes patient schedules as requested.

WORKING CONDITIONS

This position requires:

Working in Office Environment

______ No

____ X _ Yes

Working in Patient Care Unit (e.g. Nursing unit; outpatient clinic)

__ X ____ No

______ Yes

Exposure to human/animal blood, body fluids, or tissues

_ X ___ No

______ Yes

Exposure to harmful chemicals

__ X ____ No

______ Yes

Exposure to radiation

__ X ____ No

______ Yes

Exposure to animals

__ X ____ No

______ Yes

This position is an essential position within the institution and the incumbent will be required to report to work during disasters and weather emergencies. The incumbent must be able to work various shifts during 24-hour period seven days a week.

______ No

_ X _____ Yes

Physical Demands

Indicate the time required to do each of the following physical demands:

Time Spent

Never

0%

Occasionally

1-33%

Frequently

34-66%

Continuously

67-100%

Standing

10%

Walking

10%

Sitting

80%

Reaching

Lifting/Carrying

Up to 10 lbs

10%

10lbs to 50 lbs

10%

More than 50 lbs

Pushing/Pulling

Up to 10 lbs

10lbs to 50 lbs

More than 50 lbs

Use computer/keyboard

100%

High school diploma or equivalent. Two years of experience answering multiple telephone lines, responding to customer inquiries or related experience. 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. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information