Sup, Communications Center at University of Rochester in Strong Memorial Hospital

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Job Location (Full Address): 601 Elmwood Ave, Rochester, New York, United States of America, 14642 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 500184 Communications Center Work Shift: UR - Day (United States of America) Range: UR URCA 209 H Compensation Range: $26.25 - $35.44 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations. Responsibilities: 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 with the Communications Center such as Patient Information, STAT line and routine/overhead paging. The individual uses excellent customer service, problem solving skills, and exercises a thorough knowledge of departmental policies and procedures as they relate to Communications Center functionality. The position rotates weekly on-call responsibilities and acts as the primary liaison with the hospital paging system software vendor, ISD/IT, department administrators and hospital personnel to ensure accurate and timely receipt of on call paging, individual or function paging, group paging, Stat/Code paging, and triage information flows accurate through the automated paging system. Essential Functions: Supervision/Staff- Supervises staff in the Communications Center, a 24/7 Call Center operation Supervises and provides direction to team of Call Center Representatives. Maintains a working knowledge of UR policies and procedures, including state and federal mandates and other employment-related policies such as FMLA and ADA. Motivates and supports operators through feedback and communication. Manages employee performance utilizing performance management tools. Maintains accurate documentation of employee performance. Conducts performance evaluations and provides staff feedback. Ensures staff has proper access for departmental systems. Utilizes expertise to respond to individual needs and follows departmental protocols. Monitors and ensures all Communication Center staff provide the highest accuracy of customer service. Provides and coaches staff to provide the highest level of customer recovery skills. Facilitates programs and activities for employee recognition, process improvement and morale. Fosters a work environment that is responsive and sensitive to the needs of staff and customer base. Monitors departmental software and hardware for proper functioning. Ensures all upgrades and back up functions are performed. Manages operations to ensure adherence to service level standards and company policies/procedures. Reviews, approves and coordinates time off requests and evaluates appropriate coverage to meet service level standards. Manages creation/maintenance of after-hours answering service accounts. Applies call center operations and related workforce management knowledge and skills to effectively lead the team and support department goals. Effectively communicates and collaborates with internal and external customers to ensure an integrated approach to service. Utilizes good judgment and professionalism to effectively handle and resolve patient, consumer or physician complaints. Det