Telecommunication PBX Supervisor - Maryview Medical Center

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Scheduled Weekly Hours:

40

Work Shift:

Days (United States of America)

Telecommunications Switchboard Team ​Supervisor

Maryview Medical Center in Portsmouth, Virginia

Full-time, Day (Monday to Friday)

PRIMARY FUNCTION/GENERAL PURPOSE OF POSITION:

           

According to prescribed policies and procedures, individual functions as a facility site leader.  Leads by example by providing telecom medical call center agent services at the highest industry and hospital service standard.  Coordinates and promotes the efficient function of team members in telephone call answering/relaying, in-house health emergency communications, radio and hospital paging services.  Communicates team member and essential departmental needs to the department manager or other appropriate staff.  Attends meetings and educational opportunities as required. 

EMPLOYMENT QUALIFICATIONS:

• Work requires the ability to read, write, follow oral and written instructions, and communicate effectively at a level generally acquired through completion of a high school education.

• Work requires the ability to employ tact and courtesy at all times to patients, visitors, co-workers, and other hospital employees. Strong communication skills, pleasant voice, and professional appearance in representing the Telecommunications Department to physicians, staff, and patients. 

• Work requires interpersonal skills and a customer service orientation necessary to answer calls and relay messages and communicate effectively with internal and external callers in a calm, tactful manner.

• Work requires keyboard skills and general personal computer skills using a mouse. In addition, familiarity with department policies and procedures and medical terminology at a level generally acquired through two-year on-the-job training.

• Work requires analytical ability necessary to initiate procedures for emergency situations, such as fire, code blue, disaster drills, and security emergencies.  

• All work requires the ability to interpret and execute policies and procedures followed in the Telecommunications Department while demonstrating the highest level of proficiency in console operations.

• Work requires team leadership experience with shift-work employees.  Preference will be given to the hire of candidates with a predominance of computer based console operations experience in a hospital or medical office environment.

III.        ESSENTIAL JOB FUNCTIONS:

            1.  Coordinates Telecommunications switchboard team operations, the duties of which include:

•    Prepares staff schedules and ensures adequate staff coverage of the call center switchboard at all times.

• Trains medical call center operation team personnel in job functions and department operations.

• Provides input to the Manager with staff performance reviews.

• Provides input to the Manager in interviewing and hiring prospective team members.

• Reviews, certifies, and prepares Dimensions for hours worked by facilities  Telecommunications Department employees. 

• Resolves routine problems and refers others to Manager.

• Performs required database updates. 

• Promotes teamwork by cooperating and working together with all coworkers, attending daily team huddles and staff meetings.  Works with team regarding engagement.  Displays a positive attitude at all times.

• Maintains the confidentiality of all data, including patient, employee and operations data inside and outside of Bon Secours, based on HIPAA compliance laws and Bon Secours protocols. 

• Supports the mission and values of BSHSI and adheres to all hospital and department policies and procedures.

• Assists Manager in setting team objectives and periodically reviews work assigned team members in support of their meeting objectives and to justify or modify work goals and standards as needed.  

• Assists Manager in developing department policies and procedures.  Communicates hospital policies and procedures to staff.

• Develops and maintains skills in technical information applications on all critical equipment, telecommunications equipment upgrades and emergency services procedures, instructing and assisting team members in response procedures accordingly.

• Leads operational improvement and expansion projects at the direction of the Telecom Manager (i.e. answering services, emergency code updat