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Communication Center Supervisor

2 months ago

Largo Maryland, United States University of Maryland Medical System Full time

Job Overview

We are seeking a skilled Communication Center Lead to join our team at University of Maryland Capital Region Health. As a key member of our operations team, you will play a crucial role in ensuring the safe and timely execution of overhead paging throughout all UM Capital's locations.

Responsibilities

* Supervise the Information Desk and Communications Clerks at all University of Maryland Capital Region Health facilities
* Ensure the scheduling and provisions of phone repair services specific to the operations of the Communications Department
* Schedules, participates, and moderates staff/mandatory meetings
* Handles and resolves caller complaints in a timely manner
* Conducts trail audits on a bi-monthly basis to ensure Operators are professional and knowledgeable of departmental standards and procedures
* Effectively implements the progressive disciplinary process with guidance from the department's leadership team
* Coach and train staff on effective utilization of Spok/Cisco (all departmental software systems) and identifies improvement techniques
* Assist with daily operations including but not limited to Kronos Advance Scheduling, Spok Directory, TigerConnect, Smartsheet, UMMS service portal, and On-Call schedules
* Orders, maintains and assists in negotiating the acquisition of office supplies, equipment, and maintenance contracts using the Materials Management Information System and maintains related expense records
* Coordinates the care and maintenance of departmental equipment including but not limited to; recording devices, computers, timeclocks, power supply units, etc.
* Participates in quality improvement activities: a. Assists in the development, implementation, and maintenance of hospital/department policies, procedures, guidelines, protocols, objectives, environmental, safety, and infection control standards
* Troubleshoot and/or escalate all issues preventing the team from performing job duties. Deployment of strategy for software/hardware which includes installation/downtime procedures
* Ensure that staff schedules and documents in-person translation services for individuals who are nonEnglish speakers and hearing impaired

What We Offer

* Opportunity to work with a small, cohesive team of experienced professionals
* Comprehensive benefits package including health, vision and dental coverage including prescription drug coverage
* Great Work Life Balance: You will accrue paid annual leave; we offer dependent care reimbursement, short/long term disability and an employee assistant program
* Competitive salary
* Educational Assistance: We support your continuing education and career advancement by offering tuition reimbursement

Requirements

* Interview, orient and train new hires to the daily responsibilities to enable independence of the switchboard operation
* Assist Manager in written employee performance appraisals within specified time frames
* Participate in quality improvement activities: a. Assists in the development, implementation, and maintenance of hospital/department policies, procedures, guidelines, protocols, objectives, environmental, safety, and infection control standards

We are an equal opportunity employer and welcome applications from diverse candidates.