JOB SUMMARY
At Houston Methodist, the Receptionist position is responsible for greeting visitors and delivering exceptional customer service assistance which entails answering calls and fielding them accordingly, addressing visitor questions and needs, and providing an overall welcoming environment. This position's responsibilities often include performing ad hoc administrative duties as needed, may sort/distributing mail and possibly managing office supplies. In partnership with the management, the Receptionist position will ensure the department's patient, visitor and customer interactions are in accordance with Houston Methodist's ICARE values of integrity, compassion, accountability, respect and excellence and established standard operating procedures which includes all staff providing unparalleled patient care and customer service in a timely, professional and safe manner.
Requirements:
PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.
PEOPLE - 25%
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner. (EF)-
Receives and screens visitors and telephone calls in a professional and courteous manner and handles general inquiries timely and professionally. Conducts self in a manner that is congruent with cultural diversity and inclusion principles. (EF)
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Routes calls to appropriate person or takes complete messages with accurate date, time, name, number and information which includes determining the nature of each call. (EF)
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Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability. (EF)
SERVICE - 25%
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Performs administrative tasks and duties specific to department being supported, as appropriate. Maintains a professional work space and keeps it well stocked with supplies. (EF)
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Develops ongoing relationships and interactions with internal stakeholders and clinicians; understands and serves the needs of the department and sources goods, services and equipment as appropriate. (EF)
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Contributes to meeting/exceeding department and organization targets for patient satisfaction measures. (EF)
QUALITY/SAFETY - 20%
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Accurately utilizes electronic medical record system, identifying and/or entering patient demographics, as appropriate. (EF)
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Actively participates in organizing the work flow, problem-solving, and managing multiple ongoing priorities with minimal supervision. (EF)
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Maintains a safe environment, following all policies and procedures for safety, hazardous material. Reports accidents promptly and corrects minor safety hazards. (EF)
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Identifies and escalates issues and opportunities for improvement. Follows up on action items to ensure completion of assignments. Contributes towards improving department/practice quality and safety scores. (EF)
FINANCE - 15%
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Uses resources efficiently; does not waste supplies. Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing incidental overtime. Utilizes time efficiently and helps other team members. (EF)
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Maintains adequate copier/printer paper and toner; beverage and other inventory items as appropriate. Initiates office equipment (copy machine, fax machine and printers, etc.) service calls and follows up to ensure that required maintenance/repairs are performed in a timely manner. Assists with routine equipment troubleshooting such as paper jams, ink cartridge replacement, etc. (EF)
GROWTH/INNOVATION - 15%
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Identifies and assumes responsibility of own learning needs and seeks continuing education opportunities to meet those needs. Completes and updates the My Development Plan on an on-going basis. Ensures own career discussions occur with appropriate management. (EF)
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Offers innovative solutions through participation in performance improvement projects and activities. Follows up on action items to ensure completion of assignments. (EF)
This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
Qualifications:
EDUCATION REQUIREMENTS
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
EXPERIENCE REQUIREMENTS
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One year of clerical support/telephonic experience, preferably in a customer service or call center environment
CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
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
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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
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Conducts self in a professional manner at all times
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Excellent written and verbal communication skills
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Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
- Demonstrates a positive demeanor and strong multi-tasking abilities
- Ability to work with peers in a team situation
- Very strong organization skills and detail-oriented nature
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Professional handling of exposure to confidential/sensitive information
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Proficient in computer skills for documentation
SUPPLEMENTAL REQUIREMENTS
Business professional
Yes
Other (dept approved)
Yes
On-Call*
No (for Non-Exempt or Exempt jobs)
May require travel within
Yes
Houston Metropolitan area
May require travel outside
No
of Houston Metropolitan area
**Travel specifications may vary by department.
Please note any other special considerations to this job: __________________________
Company Profile:
Houston Methodist Baytown Hospital, located 35 miles southeast of Houston, is the area’s only full-service hospital offering specialized medical care for patients at every stage in life. Houston Methodist Baytown houses 226 operating beds, with 15 operating rooms and more than 1,700 employees. The hospital brings Texas Medical Center excellence and quality care close to East Harris and surrounding counties.
