Operator Services Team Lead

Harris Health is the public healthcare safety-net provider established in 1966 to serve the residents of Harris County, Texas. As an essential healthcare system, Harris Health champions better health for the entire community, with a focus on low-income uninsured and underinsured patients, through acute and primary care, wellness, disease management and population health services. Ben Taub Hospital (Level 1 Trauma Center) and Lyndon B. Johnson Hospital (Level 3 Trauma Center) anchor Harris Health's robust network of 39 clinics, health centers, specialty locations and virtual (telemedicine) technology. Harris Health is among an elite list of health systems in the U.S. achieving Magnet nursing excellence designation for its hospitals, the prestigious National Committee for Quality Assurance designation for its patient-centered clinics and health centers and its strong partnership with nationally recognized physician faculty, residents and researchers from Baylor College of Medicine; McGovern Medical School at The University of Texas Health Science Center at Houston (UTHealth); and The University of Texas MD Anderson Cancer Center.

At Harris Health, we prioritize the well-being of our most valuable asset--our people--ensuring a culture of compassion, collaboration and excellence in serving Harris County's most in need. With integrity and accountability at our core, we commit to 'leading with love', embodying our dedication to quality care, education, and a steadfast respect for every individual's contribution to our mission.

Job Summary

Essential employee expected to be a subject matter expert and point of contact for a 24 x 7, 365 day a year call center. Handles escalated issues and resolves on-call scheduling issues. Supports and guides Operator Services representatives to improve quality through mentoring, monitoring, auditing and providing feedback concerning processes and procedures. Receives incoming phone calls for patient/general information. Activates Facility, Medical, and Security alerts timely and accurately per departmental procedures and Harris Health System's policies. Performs requested paging of personnel timely and accurately. Answers the Ask My Nurse line; documents and prioritizes the telephone encounter with symptoms and level of acuity for a nurse call back, and schedules patients for virtual visits based on symptoms. Provides help desk technical support for My Health users and guides qualified patients through E-visit scheduling. Supports the Patient Appointment Center afterhours by monitoring and scheduling from in-basket queues to support Ambulatory Care Services and Hospital patients.

Minimum Qualifications

Education: High School Diploma or GED

Work Experience: Minimum two (2) years in customer service, one (1) year call center experience and/or leadership experience.

Communication Skills: Above Average Verbal (Heavy Public Contact), Writing /Composing (Reports),Proficiencies; Language - Bilingual: Spanish (Must pass Berlitz test with minimum score of 3)

Knowledge/Skills/Abilities: Strong Computer Skills , Analytical, Medical Terms, P.C., Typing, 40 pm

Work Schedule: Weekends, Holidays, Flexible

Other Requirements: Excellent customer service skills and communication skills, dependable, self-motivated, bilingual preferred. Must be able to shift focus rapidly during emergent situations such as, Facility, Medical, and Security alerts. Must score minimum 90% on OPAC Customer Service Test.

Equipment Operated: Personal Computer

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