TELECOMMUNICATIONS SUPVSR

Johns Hopkins Howard County Medical Center is a private, not-for-profit, community health care provider and a 266-bed acute care facility that has been serving the community for nearly 40 years. As a member of Johns Hopkins Medicine, we offer advanced, innovative technology with the collaboration and teamwork typically found in a community hospital, along with exceptional employee development programs and unlimited career growth potential.

About the role

The Telecommunications Supervisor is responsible for staff scheduling, performance management, coaching, quality monitoring, workforce optimization, and continuous process improvement. This individual serves as a working leader who supports the team during high-volume periods, collaborates with clinical and operational departments, and promotes a culture of accountability, professionalism, and service excellence.

Responsibilities

• Provide day-to-day leadership and operational oversight for the Telecommunications team.
• Develop staff schedules that ensure appropriate coverage while optimizing productivity and service levels.
• Monitor call center performance metrics, staffing trends, and service levels; implement action plans to achieve departmental goals.
• Conduct regular quality monitoring of calls and alert codes and provide timely coaching, mentoring, and performance feedback.
• Lead monthly one-on-one meetings, coaching sessions, and team huddles to promote engagement, accountability, and professional development.
• Develop and implement training programs, onboarding plans, and continuing education for new and existing staff.
• Foster a positive, collaborative work environment that promotes employee engagement, retention, and excellent customer service.
• Assist with performance management, documentation, corrective action, and adherence to Johns Hopkins Medicine policies and procedures.
• Serve as a resource for complex customer service issues, operational concerns, and escalated situations requiring sound judgment and timely resolution.
• Maintain accurate documentation of employee meetings, coaching discussions, and performance improvement plans.
• Analyze operational reports and call volume trends to recommend workflow improvements and staffing adjustments.
• Build and maintain collaborative relationships with clinical departments, Information Technology, Patient Access, and other operational partners.
• Participate in departmental projects, process improvement initiatives, system implementations, and emergency preparedness activities.
• Serve as a working supervisor by assisting with call handling and providing operational coverage during staffing shortages or high-volume periods.

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree in business, Healthcare Administration, Communications, or a related field preferred.
• Minimum of four (4) years of progressive supervisory or leadership experience.
• Demonstrated experience leading customer service teams in a fast-paced, high-volume environment.
• Strong organizational, coaching, and employee development skills.
• Ability to analyze operational metrics and implement strategies to improve performance.

Schedule

• Evening Shift (weekends included)
• 10:30am – 7:00pm

Pay

Salary Range: $21.53/hour - $37.68/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

Benefits

• Full medical, dental, and vision plans
• Retirement plans
• Paid time off (PTO)
• Tuition reimbursement for you and your dependents
• Employee Referral Program Bonus

Learn more about our benefits