Sup, Communications Center

University of Rochester•City of Rochester, NY

4d•$26 - $35•Onsite

About The Position

The Communications Center Supervisor is the first-line supervisor for the University of Rochester’s 24/7 Communications Center. The role provides leadership, management, and support to the Communications Center team to ensure consistent, high-quality service across functions including patient information, STAT lines, and routine and overhead paging. The supervisor applies customer-service, problem-solving, and departmental-policy expertise while serving as a liaison with the hospital paging-system vendor, ISD/IT, department administrators, and hospital personnel to support accurate and timely paging and triage information flows. The position supervises and develops Call Center Representatives; manages performance, schedules, time-off coverage, payroll, training, and staff recognition; and supports service standards and operational goals. It also maintains and troubleshoots departmental paging systems, software, hardware, databases, schedules, backups, and related web products; coordinates vendor support and system updates; and serves as system administrator for the on-call scheduling system. The supervisor handles escalated patient and customer issues, supports emergency and downtime procedures, and identifies and implements service and operational improvements. The role rotates weekly on-call responsibilities.

Requirements

Associate’s degree in Information Systems, Business Administration, Communications, or a related field, or equivalent education and experience.
Two years of relevant experience required.
Or an equivalent combination of education and experience.
Computer skills, including Word, Access, and Excel.
Ability to communicate effectively with a diverse population and navigate interactions where communication barriers are present (preferred).
Ability to handle stressful and emotional situations professionally and respectfully (preferred).
Ability to work in a team environment with a diverse group of employees (preferred).
Ability to handle multiple projects and direct a large volume of telephone calls under pressure (preferred).

Nice To Haves

Relevant work experience in database management in a healthcare setting.
At least two years of supervisory experience.
At least two years of experience as an operator or equivalent experience in a call-processing center.
Leadership experience in a health care setting.
Multilingual abilities.
Experience with Qgenda and SPOK console; coding experience is helpful.

Responsibilities

Supervise, direct, support, and develop Communications Center staff in a 24/7 call center operation.
Manage employee performance, documentation, evaluations, feedback, recognition, morale, and adherence to applicable University policies and procedures.
Ensure staff have appropriate system access, training, and support; assist with training on programs, scripts, protocols, and paging systems.
Monitor customer-service quality, coach staff in service recovery, and foster a responsive work environment.
Develop weekly schedules for the 24/7 call center; review and coordinate time-off requests and coverage; process biweekly payroll; and rotate weekly on-call responsibilities.
Conduct initial candidate screening and interviews for prospective Call Center Representatives.
Maintain departmental software, hardware, computerized paging systems, related web products, and other systems; coordinate upgrades, backups, tests, and maintenance.
Serve as the primary liaison with the paging-system vendor, ISD/IT, administrators, hospital personnel, and other departments to coordinate system support and resolve issues.
Manage vendor communications and coordinate responses and action plans for hardware and software maintenance problems.
Maintain office procedures, protocols, manuals, and training materials for paging operations and related web products.
Identify operational improvement opportunities and recommend or implement changes that improve productivity, efficiency, and service quality.
Attend meetings and serve as an informational systems expert on operations-related projects and teams.
Use call center applications and systems to monitor call metrics, address staffing issues, and balance department, team, and individual priorities.
Troubleshoot departmental computer problems; research, test, and assist with installing software and hardware; and provide technical support for network, software, and hardware.
Ensure daily paging-system file backups are programmed and performed; print backup directories quarterly; convert the automated paging system to a backup system during downtime; and alert managers to operational disruptions.
Analyze and convert raw data into computer application formats; make online schedule changes and database updates; and program specialized reports for department administrators.
Assist with entering complex on-call schedules and ensure daily call schedules are received and programmed into the automated paging system.
Serve as system administrator for the on-call scheduling system and respond to customized paging-system requests.
Handle and resolve escalated patient, consumer, physician, paging-triage, and telephone issues; coordinate with administrators, physicians, nurses, and other leaders as needed.
Determine when issues should be escalated to Communications Center Managers, the Medical Center Administrator-on-call, Security, or other health-system leaders.
Answer calls for patient information and emergency or routine pages; program pager accounts; execute STAT pages; and follow emergency and disaster protocols.
Train hospital staff on paging systems and web paging protocols, and conduct staff presentations.
Perform other duties as assigned.