Supervisor - Switchboard

About the role

Direct and oversee all daily operations of the 24/7 healthcare communication center with accountability for service continuity and operational excellence. Maintain strict adherence to communication protocols and ensure all telephone and communication services meet established healthcare standards and regulatory requirements.

Responsibilities

• Provide direct supervisory leadership to communication operators, including recruitment, onboarding, training, performance management, and disciplinary action as required.
• Conduct regular performance evaluations and implement corrective action procedures to maintain operational standards and staff accountability.
• Monitor and analyze workflow metrics to identify operational inefficiencies and implement solutions to optimize communication center performance.
• Ensure full compliance with organizational policies, customer service standards, and healthcare communication regulations.
• Support communication system administration and maintain technical system integrity to guarantee uninterrupted service delivery.
• Serve as the primary point of escalation for critical communication issues affecting patients, visitors, and staff.
• Maintain comprehensive documentation of staffing, performance, and operational incidents in accordance with organizational requirements.

Requirements

• Associates degree or equivalent.
• Proficient in communication software.
• 1 to 2 years of supervisory experience in a communication system environment required OR 3 to 5 years of experience in a communication operator capacity required.
• Health care experience preferred.