Supervisor - Communications Call Center - FT - Day shift

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, motivating staff to deliver excellent customer service. The role supervises, trains, coaches, and guides staff; monitors team and individual performance; reviews call volumes and customer service through call auditing; and helps ensure service standards are met. The supervisor answers staff questions, resolves issues, responds to escalated calls, and is available to communications specialists for support 24 hours a day, seven days a week. The position provides oversight and audits patient admission reports in Epic for assigned Inpatient Specialty Services and supervises processes for assigning admitted patients to inpatient services. It supports operational performance, regulatory compliance, communications systems, escalation procedures, staff development, and coordination with other departments. The supervisor may also serve as backup for 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.
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

Represent the organization's mission and values and support system and department guidelines, policies, and procedures.
Ensure Call Center compliance with HIPAA, DNV, OSHA, and other health regulations.
Oversee day-to-day operations of the Inpatient Call Center and Communications teams and promote excellent customer service.
Supervise, coach, monitor calls, train, review, and discipline Inpatient Call Center Liaisons and Communications Specialists.
Monitor staff and call center performance, audit calls, analyze reports and statistics, and help establish and track monthly performance goals and key performance indicators.
Provide staff support, resolve questions and problems, respond to escalated calls, and ensure issues are handled properly and promptly.
Oversee and audit Epic patient admission reports for assigned Inpatient Specialty Services and supervise admitted-patient assignment methodologies.
Provide oversight for routine calls for assigned NGPG Inpatient Specialty providers and perform communications specialist functions during emergency staffing situations.
Support departments with mass notification solutions, including list paging and Flash Alert notifications.
Assist the Inpatient Call Center Manager with messaging tools, call center resources, and tracking statistics such as accuracy, wait times, and abandonment rates.
Review recorded calls involving conflicts between the Transfer Center, transferring facilities, and admitting hospitalists or intensivists, and route information to appropriate leadership for review and resolution.
Build open communication with staff, peers, managers, and other NGHS areas to facilitate problem solving.
Provide daily staff contact and live monitoring, including on-the-spot coaching, recognition, 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 issues, schedules, payroll, and career development.
Remain available for departmental advice, questions, and problems 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 evaluating and deploying 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.