Call Center Supervisor-Telecommunictions

2 weeks ago

Columbia, United States Johns Hopkins Medicine Full time

Join an amazing global healthcare organization

Johns Hopkins Howard County Medical Center is conveniently located in Columbia, MD and has free parking.

Full time position, M-F 10am-7pm

We offer a complete benefits package, including generous PTO and tuition reimbursement.

General Position Summary
Has overall responsibility for the Telecommunications staff and the activities associated with the staffing, monitoring, coaching, problem resolution while providing outstanding customer service. This position ensures that all phases of the Telecommunications support are coordinated, monitored, logged, tracked, and resolved appropriately. The Supervisor will review call volumes and service levels daily. Apply tactical plans to ensure service levels are met. Training and coaching plans are implemented and assessed.
This position reports directly to the Telecommunications Director.
Job Responsibilities
• Handles day-to-day tasks and operations and assists in resolving problems.
• Assists with calls as necessary.
• Reviews service tickets and triages as needed.
• Organizes initial staffing schedule for Director’s review and ensures all shifts are filled.
• Works to continually improve customer service and productivity through ongoing training and mentoring of staff.
• Monitor calls and provides monthly direct coaching and feedback to Telecom Patient Access Specialists.
• Develop plans to improve metrics, engagement and ensure staff retention.
• Utilizes call volume metrics to optimize staffing levels.
• Hold regular team huddles, individual coaching sessions and monthly one-on-one meetings with team members to review calls and discuss any issues.
• Participates in meetings with individual staff and the Director to take notes, ensure employee’s file reflects the discussion, and workflow and processes are agreed to and communicated.
• Follows established Johns Hopkins personnel policies and performance management policies
• Responsible for new hire onboarding: equipment and account set-up, an overview of systems, new-hire training, including training on all processes.
• Provides backup to Director for review and completion of timesheets and time-off requests.
• Oversee vendor technical support (obtains vendor IDs, paying vendor invoices) and follow up
• Must be able to quickly assess an escalating situation and determine next steps and whether escalation is required to provide resolution
• Maintains strong relationships with peers in other departments and engages them in collaborative efforts to solve tactical problems
• Troubleshoots minor technical issues including identifying service-affecting issues and the ability to correct thru documented procedures (e.g. set-up voice mail, phone problems calling California)
• Would fill in for shifts of Patient Access Specialists in the event of absences as needed

Required Job Qualifications
• High school diploma or equivalent required. Five years of supervisory experience.


Preferred Job Qualifications
• Prior experience with call center
• Associates Degree in Business, Computer Science or related field
• Previous experience in health care

Important Notices:

***Effective January 1st 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your new employee pre-boarding. Exceptions to the COVID-19 vaccination requirement may be granted for medical reasons and religious beliefs. Requests for medical exceptions must be submitted at your occupational health screening. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities.

***Authorization to Work in the United States: Applicants who require sponsorship now or in the future will not be considered for this position.

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