Telecommunication Coordinator

At Houston Methodist, the Telecommunication Coordinator position is responsible for coordinating a variety of administrative and clerical functions to facilitate optimal workflow and service outcomes for the telecommunication department. Responsible for managing the Hospital pager inventory and distribution, maintenance and associated data entry and reporting. Serves as back up to telecommunication operators as needed. Telecommunication operator duties include assisting patients, physicians and staff with general information, monitoring all hospital alarm systems and serving as a vital link in the communication process during emergencies. Handles emergency calls requiring a high degree of reliability, accuracy, flexibility, and critical thinking skills in stressful situations. Strives to make the physical, emotional and spiritual needs of those served top priority. Effectively communicates in a manner consistent with a customer service focus. Assists leadership in the effective onboarding and training of staff May perform backup supervisor duties in the absence of department supervisor.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

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

EXPERIENCE

• Two years experience in call processing and dispatching
• Healthcare experience preferred

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going 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
• Knowledge and understanding of telecommunications equipment and services including call processing, paging and audio monitoring systems
• Knowledge of personal computer functions and Windows-based software
• Ability to understand and resolve problems and defuse difficult situations with empathy and compassion
• Excellent telephone customer service and professional interpersonal skills
• Ability to multitask and remain calm under pressure
• Ability to access information both in the department and within the hospital system to support the department as appropriate
• Strong training, leadership and mentoring skills

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others.
• Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department and organizational results.
• Creates operator daily work schedule assignments.
• Trains and mentors more junior staff and provides input and guidance for complex calls and/or situations.

SERVICE ESSENTIAL FUNCTIONS

• Performs daily inventory of pagers. Assigns inventory and reconciles billing. Coordinates with vendor for new orders and special feature requests
• Manages pager data base. Enters and updates information and generates accurate tracking reports.
• Responds quickly and accurately to disaster and emergency situations according to department protocol.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques. Monitors telecommunications equipment and performs routine maintenance and trouble-shooting. Notifies department leadership of issues as appropriate.
• Stays up to date on organizational changes including policies and procedures and important initiatives. Makes suggestions for improvement to processes or procedures.
• Meets or exceeds department metrics (abandonment rates, productivity/activities per hours, etc)

FINANCE ESSENTIAL FUNCTIONS

• Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.
• Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to expand learning beyond based line competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service.
• Makes recommendations for department in-services and supports management through active participation.

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 No
• May require travel outside Houston Metropolitan area No

QUALIFICATIONS

EDUCATION

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

EXPERIENCE

• Two years experience in call processing and dispatching
• Healthcare experience preferred