Lead Transfer Center Coordinator- Oakland

3 weeks ago


Pittsburgh, United States UPMC Full time

UPMC MedCall is hiring a Lead Transfer Center Coordinator. This position is a daylight/evening position and will require every other weekend and holiday. A Hybrid work schedule will be available after training. If you are looking to use your leadership and customer service skills in a fast-paced environment, this could be the perfect position for you

Responsibilities:

  • Supervise daily work of the Transfer Center Coordinators, including providing guidance for facilitating calls, collecting data, report preparation, and relaying information during shift.

  • Ensure employee conduct that supports UPMC's goals is demonstrated at all times.

  • Monitor the staff schedule for the Transfer Center Coordinators.

  • Provide coverage for call-offs in the absence of a supervisor.

  • Meet regularly with management staff.

  • Assist management staff with quality reviews.

  • Identify areas for improvement of process and function. Provide input for service improvements or efficiencies.

  • Handle and document customer concerns/complaints and escalate to management as necessary.

  • Make sound decisions regarding issues and escalate appropriately.

  • Support department in operating and maintaining emergency notification software and emergency communication equipment.

  • Display attention to detail and the ability to multitask.

  • Make appropriate decisions based on the established protocols.

  • Exhibit strong interpersonal and communication skills, remaining professional and courteous when dealing with sensitive issues and stressful circumstances.

  • Exhibit strong written and verbal communication skills.

  • Performs in accordance with system-wide competencies/behaviors.

  • Performs other duties as assigned.

  • High School diploma or equivalent is required.

  • Four (4) years emergency or healthcare call center.

  • Without that experience, will consider eight (8) years of customer service experience or call center experience OR six (6) years in a healthcare business setting OR a Bachelor's degree and 1 year of experience.

  • Knowledge of medical terminology preferred.

  • Prior call center experience preferred.

  • Past experience in a leadership role is desirable.

  • Computer literacy/data entry skills. Licensure, Certifications, and Clearances:

  • Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, which support the implementation of our diversity strategy.



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