Supervisor, Call Connection Center

2 weeks ago

Maywood, United States Trinity Health Full time

Employment Type:

Full time

Shift:

Day Shift

Description:

The Call Connection Center Supervisor is responsible for leading the development and execution of the comprehensive internal communications systems and strategies including supervising the switchboard, physician answering service, directory, and staff, and also leading the inhouse paging system, mass emergency notification system, and all other complex communications systems.

Position responsibilities:

  • Supervise the day-to-day operations of the operators and telecommunications systems to ensure accurate and efficient messaging delivered to the entire

  • campus and/or campuses.

  • Ensure the accuracy of the mass communication database to guarantee an effective response to all medical/emergency responses.

  • Responsible for the Call Center staff orientation, training, corrective action, performance reviews, and department goals.

  • Assist with the development of the Call Center budget, capital projects, and the project management of new programs.

  • Assist with leading all preventative maintenance, upgrades, and service implementations to ensure development of the communications systems.

  • Review and discuss monthly, quarterly, and yearly Communications budget to guarantee financial expectations for each fiscal year.

  • Assist with all inter-department front line PTO coverages.

  • Coach and identify performance goals for each colleague of the Call Connection Center.

  • Responsible for maintaining the paging system and mobile paging application.

  • Any other duties assigned by Telecommunications Leadership.

Education

  • High school diploma or equivalent required.

  • Preferred : Bachelor's degree.

Experience

  • Min of 3 years of experience in a call center; preferably in a healthcare setting.

  • Preferred : At least 1-2 years of supervisory or leadership experience.

Skills

  • Strong leadership, coaching, and team-building abilities.

  • Excellent communication skills.

  • Proficiency with Microsoft Office and Call Center software.

  • Ability to analyze performance data and implement effective solutions.

  • Knowledge of hospital operations and patient service standards is a plus.

Environment

  • Fast-paced hospital call center environment requiring multitasking and quick decision-making.

  • May require occasional evening, weekend, or holiday shifts to meet operational needs.

At Loyola University Medical Center, we know you’re more than your job. We see you and all of your potential. That’s why we invest in our people. Clinical advancement programs, flexible scheduling, tuition reimbursement and day one benefits… at Loyola, what’s important to you, is important to us. Join our family.

  • Benefits from Day One

  • Daily Pay

  • Career Development

  • Tuition Reimbursement

  • On Site Fitness Center (Gottlieb Memorial Hospital & LUMC)

  • Educational Stipend

  • Certification reimbursement (up to 1 certification)

  • Referral Rewards

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran

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