Supervisor - Communications Call Center - FT

Northeast Georgia Health System · Gainesville

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Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

Directly responsible for organizing and supervising the day-to-day operations of the Inpatient Call Center and Communications teams, motivating and inspiring excellent customer service. Responsible for supervising, training and guiding  staff in performing their duties. Monitors staff and inpatient call center performance and analyzes reports, including call volumes and customer service skills through call auditing, to ensure achievement of service standards. Provides staff with support, answering questions and ensuring the team consistently provides accurate information and exceptional customer service. Responds to escalated calls in a timely manner. Provides oversight and audits all patient admissions reports within Epic for assigned Inpatient Specialty Services. Supervises and assists with managing admitted patients methodologies to ensure proper patient assignment to inpatient services. Available to communications specialists for support or assistance 24 hours a day, 7 days a week.
 

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: High School Diploma

• Minimum Experience: Minimum five (5) years customer service, call center operations, or dispatch center relating to the medical profession with experience in data collection and report management. Five (5) years leadership experience required. Knowledge of medical terminology.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:

• Preferred Educational Requirements: Two (2) years of college or Business School

• Preferred Experience:

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Working knowledge of the Inpatient Call Center and Communications Center to include admission processes and goals.

• Computer proficiency to include all Microsoft Office programs and EPIC systems necessary to perform job duties, including proper documentation. 

• Excellent problem-solving skills with attention to details.

• Knowledge of call center management; professional customer service attitude.

• Excellent verbal and written communication skills.

• Can adapt to change quickly in a fast paced demanding environment.

• Maintains thorough understanding of the Patient Compliant Management System

• Working knowledge of automated dialer, paging, chat and instant messaging systems.

• Ability to prioritize, organize, and coordinate daily work load.

Essential Tasks and Responsibilities

• Actively represents organizational mission and values, and a leader in supporting system and department guidelines, policies and procedures.

• Understands the regulatory requirements and ensures Call Center compliance with all HIPAA, DNV, OSHA and other Health Regulations.

• Demonstrates outstanding knowledge of the communication sources available and general functions of the PBX office and Inpatient Call Center, including all software applications in use. Provides oversight for all  routine calls for assigned NGPG Inpatient Specialty providers. Has excellent working knowledge of all communications specialists' functions and is able to perform communications specialist functions in emergency staffing situations. Provides operational support to all departments regarding mass notification solutions, such as list paging or Flash Alert notifications for staff notification or system outages.

• Assist with setting performance goals and monitors monthly key call center performance goals for quality, productivity and ensures key performance indicators are met. Assist Inpatient Call Center Manager with  call center tools and resources: messaging tools, collect and tracking call center statistics (accuracy, call wait times, abandonment rate) to ensure top performance.

• Monitors conflicts between Transfer Center, Transferring Facility, and Admitting Hospitalist or Intensivist through an escalation process requiring the review of the recorded calls discerning the appropriate leadership team to provide the details of the conflicts to for leaderships oversight and resolution. Responsible for ensuring that questions and problems are resolved properly and quickly.  Address challenging problems that require escalation to Inpatient Call Center Manager, Director Hospital Medicine, Administrative  Director, Medical Director, Inpatient Medicine, or other Department Head. Build and establish open lines of communication with staff, peers, managers and other areas of NGHS to facilitate problem solving.

• Responsible for supervision, coaching, call monitoring, training, reviewing and disciplining of all Inpatient Call Center Liaisons and Communications Specialists. Be visible to staff using communication tools or in person. Walk around or make contact daily to perform live monitoring of staff, on the spot coaching or compliment and assist with struggling calls. Provide Inpatient Call Center/Communications Center Manager with feedback for staff formal performance reviews which include quarterly one on one sessions and annual goal setting/performance development plan. Assist with disciplinary issues, schedules and payroll for assigned staff. Assist staff with career development.

• Provides availability for advice, questions or problems pertaining to the department, 24 hours a day, seven days a week. 

• Supervises the response process within call center to rapid response codes.

• Works with security to provide dispatch services and assist in investigations. 

• Provides input in evaluation and deployment of new technologies including but not limited to secure text messaging and scheduling software.

• Serves as backup to Inpatient Call Center and Communications Center as needed and per Management request.

• Other duties as assigned.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Frequently 31-65% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Frequently 31-65%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals. 

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

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