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Posted: Tuesday, June 13, 2017 9:59 AM

Req ID:10592
Shift: Days
Employment Status:AF : Active : Regular : Full Time
Job Summary 13;
Responsible for the direct supervision of the operators staff and for the creation and maintenance of the work schedules for all operator staff assuring appropriate coverage at the location at all times. Assure that all staff activities and functions for the telephone operators are carried out in a professional and efficient manner. Responsible for setting up and maintaining workflow systems that assist and support staff in their daily duties. Assist with procedure training of new personnel as well as refresher training for existing personnel. Also act as a troubleshooter and resolve issues as they arise and/or involve appropriate management personnel as needed.
Job Responsibilities 13;
. Supervision of operations
Responsible for overseeing the day:to:day operations of telephone operators at the Hospital. This includes working closely with staff to optimize efficiencies in such areas as customer service and call flow.
Handles patient/staff/departmental complaints and problems.
Serves as a liaison and problem:solver for support staff
Coordinates directly or through the Lead Operator the daily operation of the telephone operators by being attentive to possible variations with call traffic or system functioning that could affect the level of service rendered to callers.
Coordinate the training schedule for new personnel and refresher training for existing personnel
Participates in the preparation and implementation of a performance improvement plan/performance development plans and supervises the collection of data.
Review and initial weekly report card for Access Services operators
Works with QA coordinator to develop and update departmental policies and procedures.
2. Supervision of support staff.
Creates schedule for operator staff assuring adequate coverage to maintain operations
Assigns duties to appropriate staff to effectively assure proper handling of the following situations:
Proper coverage for call retrieval
Provide guideline to staff for appropriate triage of calls
Assure proper phone procedures are followed and that all callers are handled in a professional and efficient manner.
Supervises staff regarding call stat activity
Assures all call process procedures are followed
Assures appropriate information is being collected the start of call process.
Performs performance reviews, counseling and disciplinary actions for assigned staff.
Maintains ability to answer and process calls. This will be 60 : 65 of the position
Maintains ability to operate beeper paging or intercommunications (overhead voice paging) system, should the need arise
Work various shifts as required
Follows and monitors compliance with established hospital and departmental policies and procedures.
3. Systems testing
Assist with operating, regulating, or testing equipment designed for use within disaster, or emergency programs
: Execute a disaster (actual or drill) with Hospital Command Center as outlined in the IT Communications Department Policy and Procedure manual. 13;
Job Responsibilities (Continued) 13;
Job Responsibilities (Continued) 13;
Required Licenses, Certifications, Registrations 13;
Required Education and Experience 13;
:Bachelor or Associates degree in Communications preferred
:Minimum of 6 (six) years related (telephone operator) professional experience
:Minimum of 2 (two) years experience in a health care environment
:Experience with staff supervision
:Demonstrated leadership experience a must
:One (1) year experience using the Xtend database required
Computer experience
Preferred Education, Experience and Cert/Lic 13;
:Associate degree preferred 13;
Additional Technical Requirements 13;
:Ability to communicate clearly, using good dictio


• Location: South Jersey

• Post ID: 38116388 newjersey is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017