Supervisor - Communications Call Center - FT

Northeast Georgia Health System•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 supervisor trains, guides, and supports staff, monitors performance and call quality, analyzes call-volume and service reports, responds to escalated calls, and ensures accurate information and service standards. The role also oversees and audits patient admissions reports in Epic for assigned Inpatient Specialty Services and helps manage patient assignment methodologies. The supervisor is available to communications specialists for support 24 hours a day, seven days a week. The role supports organizational policies and regulatory compliance, including HIPAA, DNV, OSHA, and other health regulations. It monitors call-center goals and metrics, coaches and evaluates staff, helps with schedules and payroll, oversees rapid-response code processes, and supports dispatch services and investigations in coordination with Security. The supervisor also provides backup coverage, contributes to technology evaluations and deployments, and performs other duties as assigned.

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, including Microsoft Office programs and Epic systems necessary for job duties and 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 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 day-to-day operations of the Inpatient Call Center and Communications teams.
Supervise, train, coach, guide, monitor, and support Inpatient Call Center Liaisons and Communications Specialists; provide feedback for formal performance reviews and assist with career development, scheduling, payroll, and disciplinary matters.
Monitor staff and call-center performance, audit calls, analyze reports and statistics, and help set and monitor quality, productivity, and key performance goals.
Respond to escalated calls and ensure questions and problems are resolved properly and promptly; escalate challenging issues to the appropriate manager, director, medical director, or department head.
Oversee and audit patient admissions reports in Epic for assigned Inpatient Specialty Services and assist with patient assignment methodologies.
Support call-center compliance with HIPAA, DNV, OSHA, and other health regulations.
Provide operational support to departments regarding mass-notification solutions, such as list paging and Flash Alert notifications.
Monitor conflicts involving the Transfer Center, transferring facilities, and admitting hospitalists or intensivists by reviewing recorded calls and directing details to the appropriate leadership team.
Maintain open communication with staff, peers, managers, and other NGHS areas to facilitate problem solving.
Provide departmental advice and support 24 hours a day, seven days a week.
Supervise the call center's response process to 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.