Voice Operations Supervisor -People Management

Inova Health System•Falls Church, VA

1d•Onsite

About The Position

Inova 8095- Fairfax East- Voice Operations is looking for a dedicated Voice Operations Supervisor to join the team. The supervisors supports all shifts for a 24/7 call center (On call). When not in staffing, the supervisor will work Mon-Fri 7pm-3:30am. The Voice Operations Supervisor is responsible for supervising, coordinating, and planning the daily activities of the High Reliability Operations customer and emergency response call center. Performs administrative functions based on the operational need of the department. Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Requirements

High School Diploma or GED
3 years experience in a fast paced hospital or healthcare setting

Nice To Haves

Experience in a healthcare call center or hospital telecom dispatching duties
Prior healthcare leadership exp. that includes staffing duties

Responsibilities

Leads a team in accordance with Inova and department standards. Oversees and assists all tiered team members in assigned functional area, which may include but not limited to, ensuring team is meeting key-deliverables and quality standards, addressing, and resolving challenges, managing, and tracking performance; escalates issues to senior leaders as needed.
Manages the daily tasks and activities of the team and assists with time management and schedule adjustments based on the daily needs of the department.
Assists with team member evaluation, staff recruitment, retention, and development. Creates and maintains an accurate team member schedule, manages the PTO approval process, and conducts a periodic review of all team members’ timecard for accuracy.
Effectively communicates all enterprise updates, changes, and downtimes which impact the call center teams
Manages the call center queues and ensures the department is meeting key enterprise metrics and SLAs.
Serves as escalation point related to patient and team member challenges and collaborates with department leaders to address identified concerns. Addresses minor incidents with team members and provides on the spot coaching. Utilizes call center tools to review team productivity and conducts regular check-ins with team members to ensure they are meeting department metrics. Collaborates with team manager to address team member challenges.
Drafts training curriculum, implements training tools and conducts training for new and existing department team members.
Assists with coaching, and mentoring of new team members and communicates skill deficiencies with leadership team. In the absence of a manager serves as the escalation point for the department.
Serves as secondary support when the call center is short staffed, and processes call center calls in accordance with department standards.
Manages the IT ticketing queue associated with the enterprise database and paging portal and makes appropriate updates to the application database as outlined in the ticket request.
Serves as the primary support point when technical failures occur on assigned shift and initiates troubleshooting protocols when devices are not working as expected.
Conducts assessments on technical failures and follow-ups with appropriate technical groups and shares timely updates with the team.
Provides a detailed shift report to department leaders during daily safety huddles and escalates issues and incidents that needs leadership attention.
Provides after hours on-call support for the department and escalation point for critical hospital related incidents.
Other tasks and duties as assigned.