Supv Call Center AM

GENERAL SUMMARY:

Responsible for supervising, planning, and organizing the work activities of the department. Ensures department staff members provide excellent customer service and maintains standards of excellence in handling all telephone calls. Works with vendors on plans for upgrades and/or modifications to the system/database ensuring requirements and performance needs are met for the department. Ensures testing is complete and meets with performance standards prior to implementing modifications to system. Supervises the work of staff members responsible for making changes or modifications to the system database.

CORPORATE PHILOSOPHY:

It is the obligation of each employee of Edward - Elmhurst Health to abide by and promote the mission and values of the system to ensure that excellent services are delivered with compassion.

PRINCIPAL DUTIES AND RESPONSIBILITIES: (The following duties and responsibilities are all essential job functions, as defined by the ADA, except those that begin with the word "May.")

Monitors staff customer service requirements ensuring department goals are carried out and calls are answered within service expectations. Backs up call queues as volumes / service levels require. Ensures daily reports are generated and maintained for management and staff members. Communicates information to staff for performance measures.

Supervises employees in a department, which includes assigning work, approving schedule changes, monitoring performance, and identifying training needs.

Interviews, hires, orients, trains, evaluates the performances of and, when necessary, disciplines and/or discharges department personnel in consultation and coordination with department manager. Provides direction, as necessary, to staff regarding sensitive and/or complex work, related problems, resolves complaints and responds to inquiries regarding department operations.

Assists staff with handling sensitive and/or complex work-related concerns/issues. Responds to and handles routine inquiries from visitors, patients, employees, and physicians in a professional and timely manner.

Ensures subordinates remain current on alarm codes and established emergency procedures and all department policies and procedures.

Ensures all system support requirements are met and works with vendors on upgrades and/or changes made. Supervises testing, validates, and implements system modifications and updates, updates internal user manuals as needed and communicates changes to staff.

Carries and responds to a pager in Hospital and participates in after hour pager rotation.

PM Supervisor Specific

Ensures Department Schedule Book and payroll is up to date, approving time off requests and filling shifts as needed.

Ensures on-line directory and Spok software is maintained for accuracy and integrity of information. Records system errors and logs as needed, follows up with system vendors on issues.

Manages all pager percentages within the Operator skillset software, group page requests and 4-digit IDs for all departments, also including adding new pagers, updates to pagers, users and/or departments.

Oversees all systems pertaining to the Operator skillset.

AM Supervisor Specific

Maintains inventory for the Critical Alert Nurse Call System and is the main technical support for locator badges and batteries.

Attends regular scheduled Nurse Call meetings, participating in Planetree meetings as it relates to Nurse Call. Monitors pallets assigned and information provided to caregivers for accuracy. Provides reports to nursing leadership and management on a regular basis.

Monitors entry of physician referrals and class registration information in LVM to ensure data is entered in accurately and generates weekly and monthly reports and distributes to appropriate departments.

Provides system user rights for the Communications Contact Center, Health Promotions, Community Training Center, and the Fitness Center staff per request.

Acts as the main technical support contact for the LVM database. Maintains thorough and accurate documentation on system requirements and improvement strategies and is the main resource in the resolution of system performance problems.

Participates in a scheduled rotation for both the Edward and Elmhurst Daily Safety Huddles.

Oversees all systems pertaining to the Critical Alert Nurse Call skillset, Physician Referral Class Registration skillset, as well as backs up for the Operator skillset.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Location: Edward-Elmhurst Health · EEH-CALL CENTER
Schedule: Full time, Days, 7a-3:30p