Operator Services Representative - Bilingual

Harris Health; Houston (TX); On-site; USD 20,664,000 - 27,552,000; Full time

Job summary

Harris Health is seeking an essential frontline employee to handle patient and general information calls, directing callers to the right departments, and activating alerts per policy. The role also involves paging, scheduling virtual visits, and assisting with My Health e-visit processes.

Minimum qualifications include a high school diploma or GED, at least six months in customer service, and strong verbal and written communication skills; proficiency with computers is expected, with a typing

Qualifications

• High School Diploma or GED required.
• Minimum 6 months of customer service experience.
• Above-average verbal communication and writing skills are required.

Responsibilities

• Answer incoming phone calls for patient/general information.
• Direct callers to appropriate departments and transfer as needed.
• Activate Facility, Medical, and Security alerts per procedures.
• Answer the Ask My Nurse line and document symptoms for nurse callbacks.
• Schedule patients for virtual visits based on symptoms.
• Provide help desk support for My Health users and guide patients through e-Visit scheduling.
• Support after-hours Family Practice scheduling.

Skills

Strong computer skills

Analytical

Medical terms

Typing 30 wpm

Education

High School Diploma or GED

Job description

About Us

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 answer incoming phone calls for patient/general information; reviews hospital census, provides phone number to patient's room, properly directs and transfers callers to specific departments/personnel. 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 with after hours Family Practice scheduling.

Minimum Qualifications

• Education: High School Diploma or GED
• Work Experience: Minimum 6 months in customer service
• Communication Skills: Above Average Verbal (Heavy Public Contact), Writing /Composing (Reports)

Proficiencies

• Knowledge/Skills/Abilities: Strong Computer Skills, Analytical, Medical Terms, Typing - 30 wpm
• Work Schedule: Flexible