Teleservices Representative I job vacancy in Children’s Health, (Carrollton, TX)

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Job Details
Company Name :
Children’s Health
Company Location :
Carrollton, TX
Job Position :
Teleservices Representative I
Job Category :
Jobs in Texas

Job Description :
Dallas Texas | IT Customer Service
This position is responsible for advanced, diversified, and Teleservices duties requiring a broad and comprehensive knowledge of hospital operations, skill and knowledge related to Children’s Health internal operating procedures, familiarity with related governmental and other regulatory requirements, the ability to think quickly and effectively support patients and clinicians regarding medical codes and facility emergencies. This position is responsible for ensuring Customer-centric engagements provide the highest level of Customer Service with quality and care to all persons engaging the team.
This is a full-time remote position. 2nd Shift including a weekend day. (Must reside in Texas. )
Team members sometimes would be required to come onsite to relocate to another remote location to finish their shifts.

Using in depth knowledge of hospital operations, departmental responsibilities, related internal and external policies and procedures, assist all internal and external Customers, directing them to correct teams employing Customer Centric techniques resulting in providing the highest levels of Customer Service. Internal Customers include all levels of employees, clinical or not, needing quick and efficient transitions to desired departments and employees. External Customers include patients, their families, vendors, and any other individual wishing to interact with Children’s Health.
Responds to all clinical emergency events timely, effectively, and accurately ensuring appropriate code teams are engaged in support of patient emergency events. Follows processes to ensure the appropriate code team arrives and confirm responses are within established norms and policies related to clinical events.
Responds to all manner of requests for service and incidents related to the platforms managed by the team. Ensures compliance with agreed upon SLAs for acknowledgment and resolution. Interacts with requesters ensuring understanding of the nature of the issue/request. Interacting with partner teams as needed to ensure accuracy of response and resolve issues related to the provisioning of all requests. Ensure requests and incidents are properly tracked and monitored in the ticketing system used to track the request/issue.
Responds to all facility emergency events timely, effectively, and accurately ensuring the appropriate response activity is initiated to respond to patient, patient family, and employee impacting issues affecting safety concerns. Follows processes to ensure the appropriate notifications are sent to the correct teams that effect resolutions, hospital leadership is aware of issues impacting patient and employee safety/security, and confirm responses are within established norms and policies related to clinical events.
Ensures compliance with published internal/external policies related to on-call schedules ensuring that emergent calls impacting patient care are addressed immediately. These calls include after-hour patient calls requesting conversations with Providers and nursing staff. Works with compliance and clinical leadership teams to ensure accuracy and timely receipt of schedules.
Appropriately escalate to team and department leadership any issue that negatively impacts the organization’s ability to meet it’s mission.
Provide Tier I support of applications utilized by system wide team members including SmartSuite. Support is provided to a wide range of employees, Providers, Patient Families, etc.
Assimilates new processes and procedures resulting from changing team responsibilities and organizational directions.


Bilingual (Fluent in Spanish and English) Pref
At least 1 year previous experience in a call center Req
Experience working in a healthcare setting Pref

High school diploma or equivalent Req
Two-year Associate’s degree or equivalent experience Pref
About us

Children’s Health values the role each member of our team plays in helping us make life better for children. We employ more than 7,500 people and provide rewarding career opportunities that help them reach their highest potential.
We also hold Magnet recognition from the American Nurses Credentialing Center for nursing excellence, we serve as the primary pediatric teaching facility for the University of Texas Southwestern Medical Center , and we are widely recognized for delivering high quality care .
Children’s Health has also been named one of the 150 Top Places to Work in Healthcare by Becker’s Healthcare for nine consecutive years.
We invite you to learn more about Children’s Health.
Children’s Health offers competitive pay, a comprehensive benefits program and opportunities for learning and career development. We promote a diverse and inclusive workplace, and our team members have a voice in their work through surveys and town halls.
We invite you to learn more about Children’s Health.

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