Lead Transfer Center Coordinator- Oakland
3 weeks ago
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:
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Supervise daily work of the Transfer Center Coordinators, including providing guidance for facilitating calls, collecting data, report preparation, and relaying information during shift.
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Ensure employee conduct that supports UPMC's goals is demonstrated at all times.
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Monitor the staff schedule for the Transfer Center Coordinators.
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Provide coverage for call-offs in the absence of a supervisor.
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Meet regularly with management staff.
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Assist management staff with quality reviews.
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Identify areas for improvement of process and function. Provide input for service improvements or efficiencies.
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Handle and document customer concerns/complaints and escalate to management as necessary.
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Make sound decisions regarding issues and escalate appropriately.
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Support department in operating and maintaining emergency notification software and emergency communication equipment.
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Display attention to detail and the ability to multitask.
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Make appropriate decisions based on the established protocols.
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Exhibit strong interpersonal and communication skills, remaining professional and courteous when dealing with sensitive issues and stressful circumstances.
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Exhibit strong written and verbal communication skills.
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Performs in accordance with system-wide competencies/behaviors.
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Performs other duties as assigned.
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High School diploma or equivalent is required.
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Four (4) years emergency or healthcare call center.
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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.
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Knowledge of medical terminology preferred.
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Prior call center experience preferred.
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Past experience in a leadership role is desirable.
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Computer literacy/data entry skills. Licensure, Certifications, and Clearances:
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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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