Supervisor - Communications Call Center

Northeast Georgia Medical Center•Gainesville, GA

About The Position

The Supervisor - Communications Call Center organizes and supervises the day-to-day operations of the Inpatient Call Center and Communications teams, supporting excellent customer service. The role supervises, trains, coaches, and guides staff; monitors call center performance and call quality; reviews reports and call audits; and responds to escalated calls. It also oversees and audits patient admission reports in Epic for assigned Inpatient Specialty Services and supports appropriate assignment of admitted patients to inpatient services. The supervisor is available to communications specialists for support 24 hours a day, seven days a week. The supervisor supports operational performance, regulatory compliance, staff development, escalation resolution, emergency communications, and deployment of communications technologies. The position works with staff, managers, clinicians, security, and other departments to maintain service quality and resolve issues.

Requirements

High school diploma.
At least five years of customer service, call center operations, or dispatch center experience related to the medical profession, including data collection and report management.
Five years of leadership experience.
Knowledge of medical terminology.
Working knowledge of the Inpatient Call Center and Communications Center, including admission processes and goals.
Computer proficiency with Microsoft Office programs and Epic systems, including proper documentation.
Excellent problem-solving skills and attention to detail.
Knowledge of call center management and a professional customer service attitude.
Excellent verbal and written communication skills.
Ability to adapt quickly to change in a fast-paced, demanding environment.
Thorough understanding of the Patient Complaint Management System.
Working knowledge of automated dialer, paging, chat, and instant messaging systems.
Ability to prioritize, organize, and coordinate daily workload.

Nice To Haves

Two years of college or business school.

Responsibilities

Organize and supervise the day-to-day operations of the Inpatient Call Center and Communications teams.
Supervise, train, coach, guide, monitor, and, when necessary, discipline Inpatient Call Center Liaisons and Communications Specialists.
Monitor call center performance, call volumes, customer service, and service standards through reports and call auditing.
Respond promptly to escalated calls and ensure questions and problems are resolved properly and quickly.
Provide oversight and audit patient admissions reports in Epic for assigned Inpatient Specialty Services; support appropriate assignment of admitted patients to inpatient services.
Represent organizational mission and values and support system and department guidelines, policies, and procedures.
Ensure Call Center compliance with HIPAA, DNV, OSHA, and other health regulations.
Maintain knowledge of communications resources and the general functions of the PBX office and Inpatient Call Center, including software applications.
Provide oversight for routine calls for assigned NGPG Inpatient Specialty providers and perform communications specialist functions during emergency staffing situations.
Provide operational support to departments for mass notification solutions, including list paging and Flash Alert notifications.
Assist with setting performance goals and monitor monthly quality and productivity goals and key performance indicators.
Assist the Inpatient Call Center Manager with messaging tools and collection and tracking of call center statistics, including accuracy, call wait times, and abandonment rate.
Review recorded calls involving conflicts among the Transfer Center, transferring facility, and admitting hospitalist or intensivist, and route details to appropriate leadership for oversight and resolution.
Escalate challenging problems to the Inpatient Call Center Manager, Director Hospital Medicine, Administrative Director, Medical Director, Inpatient Medicine, or other department head as appropriate.
Build open lines of communication with staff, peers, managers, and other NGHS areas to facilitate problem solving.
Provide daily staff contact or visibility, live monitoring, on-the-spot coaching or compliments, and assistance with difficult calls.
Provide feedback for formal staff performance reviews, including quarterly one-on-one sessions and annual goal setting and performance development plans.
Assist with staff disciplinary matters, schedules, payroll, and career development.
Remain available 24 hours a day, seven days a week for departmental advice, questions, and problems.
Supervise the call center response process for rapid response codes.
Work with security to provide dispatch services and assist with investigations.
Provide input on evaluation and deployment of new technologies, including secure text messaging and scheduling software.
Serve as backup for the Inpatient Call Center and Communications Center as needed and at management request.
Perform other duties as assigned.