Answering Service - Supervisor

Wage Range: $68,141 - $109,013 per year

Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

1.  Responsible for efficiently overseeing the day-to-day operations of the Evergreen Answering Service (EAS) which includes hospital switchboard, answering service and mailroom support.
2.  Participates in the ongoing development of process and policies for EAS and implementation of innovative programs or services. Maintains departmental standards and operating objectives to ensure laws, regulations, policies, and procedures are followed.
3.  Identifies core competencies for staff and orients, educates, measures and documents levels of competency. Oversees ongoing monitoring of behavioral, call processing, customer service and competency levels of operator staff to ensure all staff maintain or exceed standards. Follows up and facilitates needed training when identified. Provides ongoing support of personal and professional staff growth and development.
4.  Develops optimal employee scheduling templates, maintains staff schedules, and monitors workflow and staff efficiency to ensure optimal department performance and productivity.
5.  Facilitates new position management, including submission of positions within the organizations talent acquisition system and to Workforce Optimization Council (WOBC) for new position approvals and proceeds with interviewing, and hiring of non-clinical staff for assigned departments.
6.  Responsible for the development of a continuous quality improvement culture and follow through of projects from design through completion, working in conjunction with other leaders and departments as needed to effectively support hospital operator and Answering Service business.
7.  Maintains comprehensive knowledge of all aspects of the operators and coordinator(s) duties and supports team as needed.
8.  Responsible for quality oversight of employees and performance, as well as service workflows and scripting that supports hospital operator functions and answering service client messaging services.
9.  Serves as point of contact for answering service clients and maintains positive relationships with staff, physicians, and business clients. Works in an expeditious manner to problem solve and resolve issues as brought forward. Acts as the liaison for all aspects of work related to answering service business operations.
10.  Works collaboratively with Nursing Leadership, Security, Plant Operations, and IT to facilitate necessary improvements for Code Calls/Events as outlined in organizational policy.
11.  Works collaboratively among all EvergreenHealth departments to support current and future business needs in hospital operator services, answering service, and mailroom support to ensure goals and visions align with strategic initiatives and imperatives of EvergreenHealth.
12.  Works collectively with Director to set strategic direction to ensure overall effectiveness and value of EAS to internal EH customers and contracted customers and physician offices.
13.  Works collectively with Director on department budget by facilitating budgets that reflect anticipated revenue and expenses while ensuring that budget goals are achievable and cost objectives are met for cost centers responsible for.
14.  Performs other duties as assigned.

• High school diploma or equivalent.
• 2 years supervisory/leadership experience
• 2 years of experience with call center, hospital operator services and/or answering services or equivalent combination of education and experience
• Ability to manage multiple priorities and direct activities
• Demonstrates ability and willingness to make informed decisions
• Demonstrates effective problem-solving skills and deals with new situations with flexibility and creativity
• Effective customer service and staff development skills

• Associate degree or bachelor’s degree in Business, Communications, or a related healthcare field
• 2 years of experience in a call center or hospital operator setting
• Knowledge of answering service systems, Cisco Call Manager systems, 1Call/Amtelco Infinity & Genesis answering service call center application, Electronic Health Record systems such as Cerner/Epic, software applications
• Advanced skills using Microsoft Word and Excel 

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retirement plans (457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits