Operator Supervisor

Saint Francis Hospital-Memphis is a 479-bed full-service hospital located at 5959 Park Avenue in Memphis, TN. Offering a wide array of medical services, Saint Francis is noted for its many Centers of Excellence, including its Center for Surgical Weight Loss, Joint & Spine Center, Heart & Vascular Center, Chest Pain Emergency Center, and Surgical Services including its Center for Robotic Surgery, Diabetes Center, and Cancer Center. The hospital serves as an academic training site for University of Tennessee Surgical, Family Practice, and Psychiatric Residents and is accredited by the Joint Commission on the Accreditation of Healthcare Organizations.

About the role

The PBX Supervisor provides leadership and operational oversight for the hospital’s PBX/Switchboard and telecommunications operations. This position ensures timely, accurate, professional, and confidential communication services 24 hours a day, 7 days a week. The PBX Supervisor leads and supports PBX staff, coordinates staffing and scheduling, monitors service quality, provides training and coaching, resolves operational issues, and ensures appropriate execution of hospital emergency notification procedures. The supervisor serves as a key communication resource during routine operations, emergency events, and other time-sensitive situations requiring rapid notification of hospital personnel.

Responsibilities

• Provides direct supervision, leadership, coaching, and support to PBX/Switchboard staff.
• Answers, screens, prioritizes, and transfers incoming and outgoing telephone calls accurately and efficiently.
• Maintains knowledge of hospital emergency codes, disaster procedures, and emergency communication protocols.
• Monitors PBX performance to ensure calls are answered and processed efficiently, accurately, and professionally.
• Coordinates initial and ongoing competency-based training for PBX personnel.
• Assists leadership with departmental policies, procedures, performance improvement initiatives, and operational planning.

Requirements

• High school diploma or equivalent.
• Minimum of 3 years of PBX, hospital switchboard, call center, telecommunications, or closely related experience.
• Minimum of 1 year of supervisory, team-lead, or demonstrated leadership experience.
• Experience providing high-level customer service in a fast-paced environment.

Qualifications (Preferred)

• Associate degree or additional education in business administration, healthcare administration, communications, information technology, or a related field.
• Previous PBX or telecommunications experience in an acute-care hospital or healthcare environment.
• Experience supervising a 24/7 operation.
• Experience with hospital emergency notification, paging, or mass communication systems.

Benefits

• Medical, dental, vision, and life insurance.
• 401(k) retirement savings plan with employer match.
• Generous paid time off.
• Career development and continuing education opportunities.
• Health savings accounts, healthcare & dependent flexible spending accounts.
• Employee Assistance Program.
• Employee discount program.
• Voluntary benefits including pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder & childcare, auto & home insurance.

Note: Eligibility for benefits may vary by location and is determined by employment status.