Sup, Communications Center

About the Role

The Communications Center Supervisor serves as the first line supervisor, providing leadership, management, and support to the Communications Center Team (a 24/7 Call Center Operation) to ensure consistent and quality performance. This role supports multiple service lines and functions within the Communications Center, including Patient Information, STAT line, and routine/overhead paging.

Responsibilities

• Supervises and provides direction to a team of Call Center Representatives.
• Maintains a working knowledge of UR policies and procedures, including state and federal mandates.
• Motivates and supports operators through feedback and communication.
• Manages employee performance, conducts performance evaluations, and provides staff feedback.
• Ensures staff has proper access to departmental systems and provides necessary support.
• Monitors and ensures all Communication Center staff provide the highest accuracy of customer service.
• Facilitates programs and activities for employee recognition, process improvement, and morale.
• Manages operations to ensure adherence to service level standards and company policies/procedures.
• Reviews, approves, and coordinates time off requests and evaluates appropriate coverage.
• Manages creation/maintenance of after-hours answering service accounts.
• Applies call center operations and related workforce management knowledge to lead the team and support department goals.
• Effectively communicates and collaborates with internal and external customers.
• Handles and resolves patient, consumer, or physician complaints.
• Ensures equipment related to the computerized paging system is working correctly.
• Manages vendor communications for hardware/software maintenance problems.
• Develops weekly schedules for the 24/7 call center and processes bi-weekly payroll.
• Identifies improvement opportunities and recommends operational changes.
• Maintains hardware and software of computerized systems for the department.
• Troubleshoots and resolves departmental computer problems.
• Handles high-level, escalated patient issues and manages complaints related to paging triage.
• Serves as a System Administrator for the on-call scheduling system.
• Provides and coaches staff on customer service recovery skills.
• Programs pager accounts and executes STAT pages via the computerized paging system.
• Collaborates with external departments to resolve end-user inquiries or concerns.
• Conducts initial candidate screening and interviews for prospective Call Center Representatives.
• Assists with training staff on new programs, scripts, and protocols.
• Creates and maintains training materials for page operations and related web products.

Qualifications

• Associate's degree required in Information Systems, Business Administration, Communications, or relevant work experience in database management in a healthcare setting.
• Minimum of 2 years of relevant experience required.
• Minimum of 2 years of supervisory experience preferred.
• Minimum of 2 years of experience as an operator or equivalent in a call-processing center preferred.

Skills

• Leadership in a healthcare setting preferred.
• Ability to communicate effectively with a diverse population.
• Ability to handle highly stressful and emotional situations professionally.
• Multi-lingual abilities preferred.
• Ability to work in a team environment with a diverse group of employees.
• Computer skills (Word, Access, Excel) required; experience with Qgenda, SPOK console, and coding preferred.

Job Location: 601 Elmwood Ave, Rochester, NY 14642
Time Type: Full-time
Scheduled Weekly Hours: 40
Compensation Range: $26.25 - $35.44