Switchboard Operations Supervisor

Stony Brook University•Stony Brook, NY

1d•Onsite

About The Position

At Stony Brook Medicine, the Hospital Switchboard serves as the central communication hub for employees, staff, and the public, providing directory assistance and contact information to incoming callers. The team plays a vital role in patient care by supporting emergency communications, including issuing beeper pages to clinical staff and making overhead announcements for urgent rapid response situations. Additional responsibilities include maintaining the hospital telephone directory, deploying alpha pagers, and managing on-call schedules for more than 200 clinical departments, as well as over 50 beeper codes and 80 group paging teams. The Switchboard Operations Supervisor leads and oversees these activities to ensure reliable and efficient communication across the hospital.

Requirements

Bachelor's degree in Information Technology, Computer Science or related field.
At least 5 years of telephone switchboard, customer support desk, IT Help Desk experience.
Proficiency with Microsoft Word, Excel, Outlook and PowerPoint.
Excellent analytical, verbal and written communication skills, as well as interpersonal and presentation skills.

Nice To Haves

3+ years of IT Systems Support, Application Support, Healthcare Information Technology experience.
Experience with business operations support, process and performance improvement initiatives, coordination of training and reporting and analytics.

Responsibilities

Oversee day-to-day switchboard operations, including but not limited to staff scheduling, directory maintenance/accuracy; pager allocation and replacement; creating new and updating existing codes; alerts; updating teams and on-call schedules; generating reports upon request.
Provide training and documentation to clinical departments for on-call schedule management and research/troubleshoot problems. Act as training coordinator for customers, potential customers, and new employees on the appropriate use of mobile and cellular devices.
Coordinate system testing, updates and troubleshooting with vendors and IT support. Work closely with Information Technology departments to troubleshoot issues and advise them on any updates in procedures per vendor.
Develop training and documentation for department staff on all procedures and processes, such as codes, teams and department equipment to ensure confidence and accuracy in operations. Provide documentation and knowledge to department on SOP and periodically review and update documentation as necessary.
Assume responsibilities and oversight of department in the absence of the Director.
May require occasional physical activity such as moving equipment and the physical setup of equipment.