MD Anderson Cancer Center Supv, Patient Svcs Operators- 10pm-6am in Houston, Texas
The mission of The University of Texas M. D. 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.
The Patient Services Operators are the "voice" of MD Anderson and are often the first point of contact for patients, families and visitors. They are responsible for answering all the main lines of the institution (24/7), including our Houston Area Locations after hours, and handle almost a million calls annually. In addition to troubleshooting MyChart issues, providing schedule information and assisting with wayfinding, the operators are also responsible for paging physicians for outpatient emergencies after hours and dispatching both of the institution's emergency response teams, Code Blue and MERIT (Medical Emergency Rapid Intervention Team).
The Primary purpose of the Supervisor, Patient Services Operators position is to provide administrative oversight to the daily operations of the AskMDAnderson operators.
Provides supervision to assigned employees. Hires, develops, measure and counsels staff. Analyzes call statistics, call quality and employees' performance and implements solutions for performance improvement. Responds to and resolves patient and staff inquiries. Understands and appropriately follows code blue and other emergency procedures.
The working conditions for this position requires working iremotely in an office environment.
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 a 24-hour period seven days a week.
The ideal candidate must have a Bachelor's Degree with five years of experience in a call center or telecommunications environment, to include two years of supervisory or lead experience. Must be willing to work work 10:00pm-6:00am (5 workdays)- Monday- Friday and work one weekend a month.
Provides supervision to staff responsible for processing incoming calls to the institution. Analyzes call data to measure performance and improve processes to better handle patient inquiries.
Performs yearly Employee Performance Evaluations.
Counsels staff to follow all institutional policies and procedures. Ensures staff compliance with all internal and external regulatory requirements.
Assists the manager in recruiting, hiring, and evaluating askMDAnderson personnel.
Handles call escalations in a timely manner.
Responds to off shift administrator requests and nightly operations reports.
Monitors calls for quality assurance and training opportunities.
Provides support and assistance to staff by answering calls during peak times.
Performs other duties as assigned.
Required: Bachelor's degree.
Required: Five years of experience in a call center or telecommunications environment, to include two years of supervisory or lead experience. May substitute required degree with additional years of equivalent experience on a one to one basis.
Successful completion of the LEADing Self Accelerate program may substitute for one year of required supervisory or management 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
Requisition ID: 140523
Employment Status: Full-Time
Employee Status: Regular
FLSA: exempt and eligible for additional compensation for hours worked beyond your usual schedule, paid at a straight rate
Work Week: Nights, Varied, Weekends
Fund Type: Hard
Pivotal Position: No
Minimum Salary: US Dollar (USD) 52,000
Midpoint Salary: US Dollar (USD) 65,000
Maximum Salary : US Dollar (USD) 78,000
Science Jobs: No