Lead Communication Center / Communications Center

Children's Hospital & Medical Center•Omaha, NE

18h

About The Position

Schedule: Monday- Friday with some on-call. At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities. A Brief Overview Leads, trains and participates in the day-to-day operations of the Communications Center. Develops and provides continuous training for all Communications Center staff. Designs and programs scripts for operator use. Liaison to Hospital IT Department and external vendors to ensure continuous operation of all Communications Center functions.

Requirements

High School Diploma or G.E.D Required
Minimum 3 years’ experience working in a Call Center, PBX , Communication Center or related experience Required
Knowledge of basic leadership and team dynamics principles
Demonstrate ability to develop and implement staff training programs.
Demonstrate ability to operate within prescribed budget limitations.
Ability to interact with other departments related to department services.
Strong interpersonal communication skills.
Competency with computer skills and software programs.
Accuracy in data entry

Nice To Haves

Associate's Degree from an accredited college or university in secretarial science, computer science, bookkeeping, business or criminal justice Preferred

Responsibilities

Leads, trains and develops procedures and documentation for the Communications Center
Develops and maintains orientation and training documentation
Trains new employees to the department as well as training existing employees on new tasks
Provides input on employee performance and assists with coaching and refresher training
Assists with planning and presentation of educational programs to provide growth and development for the staff
Identifies opportunities for improvement in overall service capabilities and increased efficiencies
Develops and maintains documentation of protocol for all Infinity accounts and functions
Performs technical functions on behalf of the Communications Center
Serves as the technician and system troubleshooter for the Communications Center
Acts as a liaison to IT Department, external equipment vendors and other departments regarding communication systems within the facility
Oversees ongoing maintenance of the Infinity call system
Programs and maintains scripts in the Infinity call system for operator use
Provides general support
Coordinates and provides oversight for on-call schedule process
Performs operator functions for all services as needed
Assists manager as needed with additional projects to achieve department success
Regular attendance at work is an essential function of the job.