Job Opportunities in United States

The Communications Center Supervisor establishes and maintains good customer relations with the general public, potential clients, caregivers and all team members of the VCU Health System. This position problem solves and supports the department’s team with any issues that may occur. Functions performed include but are not limited to the following: patient information, physician information, clinic and medical center information, paging and beeper information, emergency communications, emergency dispatching for facility issues, and oversight for the proper response protocols to mediate needed patient equipment, ready inpatient rooms, and other related services. The supervisor would oversee two departments within the Communications Center: Telepage and the Service Response Center.
Essential Job Statements

• Oversee all team member operations for two call centers, especially when the manager is unavailable. Demonstrates autonomous and critical decision making and maintains responsibilities for two, separate cost centers for their assigned shift.
  
• Exhibit competency in Call Center knowledge (phones, call trees, on-call schedules), team member scheduling, reconciliation and payroll, expert in all phone agent call types regarding patient information, physician information, clinic and medical center information, paging and beeper information, emergency communication, patient transfer, Ticketing systems, Plant Operations, Biomed, EVS, Pest control, elevator operation and other related services.
  
• Maintain supervision, mentoring and development of team members to include quality call recording reviews, annual reviews, coaching and action planning, and team member engagement activities
  
• Perform scheduling and payroll functions using the following platforms: Microsoft Office, CMS Supervisor, EPIC, Maintenance Connection, TEAMS, ZOOM, and Web Ex
  
• Participate in retention, recruitment, and interviewing future team members
  
• Communicate effectively for issue resolution and closed loop communication
  
• Participate in organizational collaboration projects to include various performance improvement groups and associated initiatives.
  

Patient Population

Not applicable to this position.

Employment Qualifications


Required Education:
High School diploma or equivalent

Combination of education and experience will be considered in lieu of a degree.

Preferred Education:
Bachelor’s Degree and/or Some college or commensurate work experience

Licensure/Certification Required:
None

Licensure/Certification Preferred:
Emergency Medical Dispatcher (EMD) certification from the National Academies of Emergency Dispatch

Minimum Qualifications

Years and Type of Required Experience
Minimum of three (3) years of previous experience in Telecommunications, Call Center, or telephone customer service work.

Experience Preferred
Medical Terminology experience a plus
Other Knowledge, Skills and Abilities Required:
Proficiency in emergency communications procedures including drill downs and root cause analysis requests.
Knowledge of Emergency Management processes (including Incident Command Response/Activation) as well as Regulatory processes directly impacting the Communications Center.

Cultural Responsiveness
Display and emulate cultural competence and support the mission and vision of the organization

Other Knowledge, Skills and Abilities Preferred:

Working Conditions


Periods of high stress and fluctuating workloads may occur.
General office environment.
May be exposed to physical altercations and verbal abuse.
May have periods of constant interruptions.
Other: Required to work holidays and weekends as needed and serve in an on-call role (one week per month) for leadership expertise, counsel, and any after-hours emergencies.

Physical Requirements

Physical Demands:
Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards

Physical Requirements: Manual dexterity (eye/hand coordination), Perform Shift Work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements, Finger Dexterity
Hazards: Use of Latex Gloves

Mental/Sensory – Emotional

Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking, Other: De-escalation
Emotional: Fast pace environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Noisy Environment, Able to Adapt to Frequent Change

Workday Night (United States of America)
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.