Telecommunication PBX Supervisor - Maryview Medical Center bei Easyservice

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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 updates/additions, application updates).

• Provides direct supervision to telecommunication agents.

• Serves as in house expert for applicable software programs, troubleshoots and resolves issues.

• Analyzes inventory of supplies and maintains adequate stock level. Relay regular office supplies and material requests to Telecom Manager.  Assess inventory for potential savings opportunities and makes recommendations to Telecom Manager

• Cultivate and maintain relationships with vendors by communicating with them frequently when issues arise or upgrades with the applications.

• Maintains and distributes pagers for all the Hampton Roads market.

• Create new and/or update departmental policies and procedures.

• Serves as Bon Secours Hampton Roads Directory Management Lead- enters data in the Telecommunications database and maintains accurate records. Update names and/or extensions as well as addresses for all to include Bon Secours Medical Groups.

           2. Serves as Medical Call Center agent, the duties of which include:

• Answers incoming calls for Bon Secours Hampton Roads and Answering Services.  Identifies and routes caller to most appropriate area with no more than one error per quarter, as observed through random monitoring and customer complaints.  Responds to callers’ questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion. Requires the ability to receive and convey information in a clear and concise manner.  Takes complete and accurate messages.

• Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public.  Properly announces emergencies via pager, phone and intercom announcement as indicated per the individual emergency protocol. Appropriately routes calls to additional resources as indicated.  Responds to all codes urgently and maintains an accurate record of all emergency codes. Performs all overhead paging in a pleasant and professional manner.

• Maintains and updates current on call schedules for the answering service and various hospital departments, using the Amcom On-Call scheduling system.  Contacts appropriate on call personnel in a calm, timely and efficient manner

• Displays adequate knowledge (through retention and use of resources) of BSHR and medical terminology as evidenced by direct observation and random monitoring. Stays abreast of changes, new areas and/or services within BSHR. 

• Demonstrates the knowledge and skills necessary to provide customer service appropriate to all age groups of patients served by Bon Secours Virginia.

• Reports all equipment trouble to appropriate person and calls equipment vendor when Telecommunications equipment is in need of repair.  Dispatches Maintenance/Engineering or Security personnel via radio patching to convey messages and/or repairs. 

• Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned.

Bon Secours is an equal opportunity employer.

As a Bon Secours associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts
• Paid time off, parental and FMLA leave, shot- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Department:

Telecommunications Operators- Hampton Roads Shared Services

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email [email protected]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected].

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