Supv, Health Information Services-askMDAnderson-10am-7pm

The mission of The University of Texas MD 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.

轮班是周一至周五的上午10点至晚上7点，周末轮换

职位摘要：

Provides direct supervision in the operation of theaskMDAnderson service and health information specialists.作为与MD Anderson有关转诊和癌症信息的消费者的一线客户服务代理。主管是所有Askmdanderson服务的核心资源。新兵，培训和监督信息专家人员。协助经理兼主任客户服务和质量保证实践；获取信息资源并确保计划人员的能力与Askmdanderson特别相关。与MD Anderson战略愿景保持一致，参加正在进行的机构领导培训。必须表现出一贯强烈的沟通，访谈技能以及癌症，MD Anderson服务和资源的知识。

SERVICE EXCELLENCE

Provide service to our stakeholders including patients, caregivers, colleagues and each other, in a safe courteous, accountable, efficient and innovative manner to include:

• Safety: Provide an environment of well-being for patients, their families and our other stake-holders.
• Courtesy: Create a positive, compassionate, individual experience through communication and teamwork by addressing the needs, wants, stereotypes and emotions of each person.
• 问责制：将专业知识和承诺应用于最高水平，并承担结果的责任
• Efficiency: Deliver seamless operation of systems and processes in a timely manner.
• Innovation: Advance knowledge and patient care in a solution-oriented environment that is conducive to learning and encourages acceptance of new research, techniques and technologies.

KEY FUNCTIONS:

员工管理

协助计划人员的招聘，招聘和培训。确保与Askmdanderson有关的所有信息和服务的能力。

展示了文化能力，为单位员工中代表的多样性创造了包容性环境。

Creates staff schedules to ensure coverage commensurate with call volume. Identifies and resolves staffing problems and/or issues. Ensures efficient use of staff during peaks and down time.

Tracks employee attendance and personal time off utilization. Monitors and communicates trends and concerns to the staff as needed.

常规会与员工会面，以审查重大事件，趋势，统计，结果和/或其他相关信息，回答问题并介绍新信息。

Continuously coaches and develops team through performance monitoring, providing continuous and timely feedback. Provides development opportunities and ongoing feedback to employees.

写并进行年度绩效评估。

Supervises call center staff to ensure accurate and efficient responses to customer inquiries.

协助实施和维护Mdanderson战略愿景必不可少的计划。

客户服务和质量保证

Responsible for monitoring daily performance of staff through call monitoring and e-mail correspondence review. Performs a minimum of four call monitoring and e-mail evaluations with each agent every month.

分析单个呼叫监控和绩效数据，以便在日常工作中向员工提供反馈。确定客户服务改善需求。推荐并发展个人和小组培训需求。向员工和管理人员提供有关计划质量的反馈。

监视和分析程序数据以评估绩效，结果和趋势。确定改进运营的流程并确保联络中心达到既定目标，目标和所需的业务成果。

协助处理和响应升级的客户满意度调查。参加常规的客户满意度调查会议，以确保继续提供服务恢复需求。

Assesses the information needs of each caller by using active listening/interviewing skills.

Tailors appropriate response to each customer’s individual needs.

验证呼叫者了解所提供的信息并确保在终止呼叫之前确保呼叫者满意度。

Assists in training of askMDAnderson staff, ensuring competency in all information and services related to askMDAnderson.

Contributes to total program quality assurance measures; incorporates new information or procedures into practice as adopted by the program.

积极确定可以帮助改善质量和客户服务的新流程。

以令人放心和非防御性的方式与呼叫者进行沟通。

利用经理和董事的绩效反馈来完善提供的服务质量。

Knowledge Acquisition and Management

评估所有员工的继续教育需求，并建议个人和小组培训计划。

是一线联系中心知识资源之一，提供帮助和专业知识，以帮助员工回应客户查询。

Identifies, with manager and director, gaps related to new employee and continuing education training and assists in implementing training.

Acquires and competently demonstrates core knowledge of askMDAnderson operations, cancer and MD Anderson resources and practices, efficiently utilizing internal databases and approved resources.

协助确定和优先考虑癌症信息资源需求。

Reads new materials and information daily and integrates new knowledge into program operations.

确定计划资源差距并独立进行研究以满足需求。乐动体育LDsports中国

利用经验和资源知识积极帮助同事应对困难的询问

使用电话系统生成的数据评估个人工作绩效，实践和客户

service issues.

Adopts departmental standards as performance achievement goals.

与同事和管理人员共享相关信息。

消费者查询

Provides timely, accurate responses to consumer inquiries regarding MD Anderson’s programs and services, using approved resources, as needed (calls, emails, in-basket messages, faxes, work queue referrals, NRC calls). Consistently meets program standards in all communications.

帮助s customers understand and navigate the MD Anderson referral process.

Uses comprehensive communication and interviewing skills to respond to information requests. Responds with accuracy and in accordance with all askMDAnderson and MD Anderson policies and procedures.

利用标准医疗，法律免责声明来确保对专业角色的适当解释。

Translates technical information to language and/or literacy level of each customer and uses active listening skills to verify understanding.

Participates fully in all customer service data collection and management processes, using standard or customized software with proficiency and accuracy.

使用有效的沟通技巧来处理困难，挑战客户的询问，以减少焦虑和降低客户的挫败感。

根据需要进行后续程序以评估客户满意度。提供有关此类材料的适当文档。

5. 分配的其他职责

Working Conditions

该职位需要：
	Working in Remote Environment	_______ No	_______是
	在患者护理部门工作（例如护理部门；门诊诊所）	___X___ No	______ 是的
	暴露于人/动物血液，体液或组织	___X___ No	______ 是的
	暴露于有害化学物质	___X___ No	______ 是的
	Exposure to radiation	___X___ No	______ 是的
	暴露于动物	___X___ No	______ 是的

身体需求

Indicate the time required to do each of the following physical demands:

		所花费的时间
		绝不 0％	Occasionally 1-33％	Frequently 34-66％	Continuously 67-100％
Standing				X
Walking				X
Sitting					X
Reaching			X
举起/携带
	Up to 10 lbs		X
	10lbs to 50 lbs		X
	超过50磅	X
推/拉x
	Up to 10 lbs		X
	10lbs to 50 lbs		X
	超过50磅	X
使用计算机/键盘					X