Communications Center Supervisor

POSITION SUMMARY

Reporting to the Patient and Family Experience Manager and Corporate Director the Communication Supervisor plays a crucial role in supervising the Information Desk and Communications Clerks at all University of Maryland Capital Region Health (UMCAP) facilities. The primary responsibility is to ensure the safe and timely execution of overhead paging throughout all UM Capitals locations. In addition to supervisory duties this position may also step into the role of a Communications Operator and/or Information Desk Attendant as needed to maintain seamless coverage and support operations.

Principal Duties:

1.   Interview orient and train new hires to the daily responsibilities to enable independence of the switchboard operation.

2.   Assist Manager in written employee performance appraisals within specified time frames.

3.   Supervises the scheduling and provisions of phone repair services specific to the operations of the Communications Department.

4.   Schedules participates and moderates staff/mandatory meetings.

5.   Handles and resolves caller complaints in a timely manner. Acknowledge complaints within 24 hours.

6.   Conducts trail audits on a bi-monthly basis to ensure Operators are professional and knowledgeable of departmental standards and procedures.

7.   Effectively implements the progressive disciplinary process with guidance from the departments leadership team.

8.   Coach and train staff on effective utilization of Spok/Cisco (all departmental software systems) and identifies improvement techniques.

a.   Assist with daily operations including but not limited to Kronos Advance Scheduling Spok Directory TigerConnect Smartsheet UMMS service portal and On-Call schedules.

9.   Orders maintains and assists in negotiating the acquisition of office supplies equipment and maintenance contracts using the Materials Management Information System and maintains related expense records.

10. Coordinates the care and maintenance of departmental equipment including but not limited to; recording devices computers timeclocks power supply units etc.

11. Participates in quality improvement activities:

a.   Assists in the development implementation and maintenance of hospital/department policies procedures guidelines protocols objectives environmental safety and infection control standards.

12. Troubleshoot and/or escalate all issues preventing the team from performing job duties. Deployment of strategy for software/hardware which includes installation/downtime procedures.

13. Ensure that staff schedules and documents in-person translation services for individuals who are non- English speakers and hearing impaired.

14. Performs related duties as required.

Customer Service:

1.   Greets customers in a courteous friendly respectful and professional manner at all times including maintaining eye contact when appropriate.

2.   Follows communication protocols to both internal and external customers including introducing him/herself with job title and experience asking open-ended questions such as How may I be of help to you using the customers name as soon as it is learned.

3.   Respond promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4.   Keeps customer information confidential including public places such as elevators or the cafeteria.

5.   Provides assistance and offers help immediately including finding someone else to meet the request if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6.   Demonstrates commitment to excellent service recovery when a customers expectations have not been met.

Commitment to Co-Workers:

1.   Offers assistance to colleagues and other departments when needed.

2.   Takes responsibility for solving problems regardless of origin; completes assignments and respects deadlines.

3.   Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4.   Respectful of others time and schedules. Attends meetings on time and communicates otherwise.

5.   Provides co-workers with a status report for continuity of workflow when planning to be out of the office off the unit or away from the department

Communication Etiquette:

1.   Respectful courteous and professional in all forms of communication and follows facilitys service communication protocol in all interactions.

2.   Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3.   Does not text or use e-mail during meetings (except for exigent or emergency situations).

4.   Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5.   Makes every effort to answer telephone calls within three rings introducing him/herself department and title (if appropriate).  Asks permission before placing the caller on hold or using the speakerphone.  If caller is transferred gives the caller the extension number of the person he or she is being transferred to.  Offers further assistance to the caller upon completing the conversation.

6.   Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief current and includes name and department and offers the caller options if possible.

7.   Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8.   Always mindful of voice and language in public.

Self-Management:

1.   Reports to work appropriately groomed and in compliance with the Hospitals dress code.  Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2.   Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3.   Completes mandatory annual education and competency requirements.

4.   Follows UMCAP safety infection control and employee health standards.

5.   Demonstrates responsibility for personal growth development and professional knowledge and competency.

6.   Adhere to all UMCAP and department policies and procedures including the Code of Conduct and professional behavior standards.  Does not exceed Hospital guidelines in reference to attendance punctuality and use of sick and unplanned absences.  Provides notification of absences lateness and vacation requests according to department guidelines.  Respects the length of time for lunch and break times.

7.   Reviews signs and adheres to UMCAP and/or departmental confidentiality statements.

For Supervisory Positions Only:

This position supervises jobs that are:

• Service
• Admin. Support

Supervisory responsibilities typically include:

• Evaluating Job Performance
• Scheduling Work/Time Off
• Interviewing/Hiring
• Coaching/Mentoring
• Directing/Assigning/Reviewing Work
• Training/Developing

Approximate Number of Employees Supervised:

Non-Exempt (hourly):  Seven Communications Clerks

Qualifications :

POSITION REQUIREMENTS:

Education/Knowledge

Attained Level: An Associates Degree is required

Preferred: Bachelors Degree

Completed Course Work/Program in Business or related field

Applicable Experience

Experience (years): Required:  2years                                     Preferred:  3-5 years

2 years of experience performing patient registration and scheduling medical insurance screening and verification. Prior experience in healthcare setting preferred. Telephone call center experience preferred.

Technical/Clinical Skills

Microsoft Office Suite Skill Level 

• Word:  Intermediate                                       
• Excel: Intermediate
• PowerPoint:  Intermediate                              
• Access:  Intermediate

Standard Office Equipment (list):   Computer facsimile Answering Machine

Other:

1.         Excellent interpersonal customer service and organizational skills.

2.         Ability to function in a rapidly changing work environment.

Communication Skills & Abilities

Select highest applicable level:  Highly effective verbal and written communication skills are required to work with clinical management administrative and other personnel from various hospital departments and to direct subordinate staff.

Language:  English

Problem Solving/Analytical Skills & Abilities:

Ability to oversee direct monitor and evaluate the work performance of call center staff assuring work quality efficiency and effectiveness and that performance standard are met.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

 Compensation

• Pay Range: $24.89-$34.84
• Other Compensation (if applicable):
• Review the 2024-2025 UMMS Benefits Guide
   

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