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Telecommunications Supervisor

2 months ago

Cleveland, Ohio, United States Metro Health Foundation Full time

Location: Metro Health Foundation

Biweekly Hours: 80.00

Shift: 8:00 AM - 4:30 PM

The Metro Health Foundation is committed to transforming health care by addressing the core elements of community health and wellness, including affordable housing, environmental sustainability, economic opportunities, and access to nutritious food. Our mission is to excel in disease prevention as much as in treatment. Established in 1837, our safety-net health system operates multiple hospitals, emergency departments, and numerous health centers.

Position Overview:

The Telecommunications Supervisor is accountable for the seamless operation of the PBX Operator function, ensuring a superior level of service is delivered to the Metro Health Foundation and its stakeholders. This role is integral to the Telecommunications Customer Service Team and serves as a backup member of the hospital's Emergency/Disaster Committee. In emergency situations, the Supervisor will also act as a backup Operator.

Key Responsibilities:

  • Respond to user inquiries and electronic ticketing requests within the Metro Health Foundation.
  • Manage cellular and paging communication administration for the organization and its associated systems.
  • Assist the Telecommunications Systems Specialist with system audits, vendor billing oversight, and reporting.
  • Utilize established guidelines and industry knowledge to perform job functions effectively.
  • Conduct problem identification, research, isolation, resolution, and follow-up procedures.
  • Collaborate with technical and service personnel to expedite trouble tickets and work orders.
  • Analyze telecommunications systems and user requirements, acting as a troubleshooter.
  • Uphold the standards of the organization’s customer service program.

Qualifications:

Required:

  • High School Diploma or equivalent.
  • A minimum of four (4) years of experience operating a large institution switchboard/PBX.
  • Familiarity with digital and automated console equipment.
  • Proficient in personal computing, including online systems and Office Applications (Word, Excel, Access, PowerPoint).
  • Exceptional written, verbal, and interpersonal communication skills.
  • Able to engage with all levels of staff. Self-motivated with the ability to manage multiple tasks independently.
  • Strong organizational capabilities.
  • Prior experience in customer service.

Preferred:

  • Experience as a Lead Switchboard/PBX Operator or Telecommunications Supervisor in a healthcare setting.
  • Background in large enterprise environments with multiple locations, including experience with Nortel PBX and key telephone systems.
  • Familiarity with online service ticketing and station management systems (e.g., HEAT, Quantum, Second Nature).