Supervisor - Communications Call Center - FT - Day shift

Northeast Georgia Health System•Gainesville, GA

10d

About The Position

The Supervisor is directly responsible for organizing and supervising the day-to-day operations of the Inpatient Call Center and Communications teams, motivating staff to provide excellent customer service. The role supervises, trains, and guides staff; monitors performance and analyzes reports, including call volumes and customer service through call auditing; and supports the team in providing accurate information and exceptional service. The Supervisor responds to escalated calls and oversees and audits patient admission reports in Epic for assigned Inpatient Specialty Services. The role also supervises and assists with patient assignment methodologies for admitted patients and remains available to communications specialists for support 24 hours a day, seven days a week. The Supervisor supports organizational policies and values, ensures regulatory compliance, monitors performance goals and key indicators, resolves escalated issues, and coaches and develops staff. The position also supports mass notifications, rapid response code processes, security dispatch and investigations, and evaluation and deployment of new technologies. The Supervisor serves as backup to the Inpatient Call Center and Communications Center as needed.

Requirements

High school diploma.
At least five years of customer service, call center operations, or dispatch center experience relating to the medical profession, including data collection and report management.
At least 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 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 daily operations of the Inpatient Call Center and Communications teams.
Motivate, supervise, train, guide, coach, monitor, and develop Inpatient Call Center Liaisons and Communications Specialists; provide feedback for formal reviews and assist with disciplinary issues, schedules, and payroll.
Monitor staff and call center performance, audit calls, analyze reports, and help set and track monthly quality and productivity goals and key performance indicators.
Provide staff support, answer questions, respond to escalated calls, and ensure problems are resolved accurately and promptly.
Oversee and audit patient admissions reports in Epic for assigned Inpatient Specialty Services and supervise patient assignment methodologies for admitted patients.
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.
Support routine calls for assigned NGPG Inpatient Specialty providers and perform communications specialist functions during emergency staffing situations.
Provide operational support for mass notification solutions, including list paging and Flash Alert notifications for staff notifications or system outages.
Collect and track call center statistics, including accuracy, call wait times, and abandonment rates, and assist the manager with call center tools and resources.
Review recorded calls concerning conflicts between the Transfer Center, transferring facilities, and admitting hospitalists or intensivists; escalate details to appropriate leaders for oversight and resolution.
Build and maintain communication with staff, peers, managers, and other NGHS departments to facilitate problem solving.
Remain available to staff for departmental advice and support 24 hours a day, seven days a week.
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 technologies, including secure text messaging and scheduling software.
Serve as backup to the Inpatient Call Center and Communications Center as needed and at management request.
Perform other duties as assigned.