SUPERVISOR ITS COMMUNICATION ASSOC
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.
The Supervisor is responsible for effective management of all aspects of the Health System Operator Services and Answering Services. Technology expertise includes Amcom (all modules), Cisco/Siemens/Nortel agent phones, ACD and call management software, Verint call recording, paging interfaces, overhead paging. Operational responsibilities include effective operator scheduling to cover vacations, holidays and call outs. Supervisor proactively provides workload performance and schedule adherence reports to manager daily/weekly. Supervisor reviews reports and coaches staff to achieve maximum productivity. Supervisor may need to function as operator during staff shortages or emergencies. Must maintain accurate paging lists, emergency code lists and on call schedules. Supervisor must assure operators have proficiency with all technology and procedures. Interaction is required with Departments and Administration to update procedures, lists and schedules. The supervisor understands the Business Continuity Plans and can effectively invoke the plan if needed. Supervisor will work one day each at GH and BH to assure homogenous operations and familiarity with staff and Departments. Supervisor will work to achieve and maintain standardization throughout the system.
- 1. Management of Operator Staffing
- 1.1 Effectively schedules operator staff to insure coverage that meets service levels 80% of calls answered within 30 seconds with < 5% abandonment rate. Posts operator schedules 4 weeks in advance. Back fills staffing requirements due to call outs, training, vacations, and holidays. Assumes Operator roll when there is no staff available to cover shifts.
- 2. Maintains High Level of Operator Performance
- 2.1 Runs daily/Weekly/monthly reports on agent and ACD performance. Provides coaching and performance improvement guidelines to staff. Assures emergency codes are handled accurately. Makes recommendations for improvement through the hospital post critique process. Participates in work groups or hospital committees as directed by Manager. Assures Operators are trained and proficient in utilizing the Operator BCP plans
- 3. Maintains Accurate Data Bases, Policies and Procedures
- 3.1 Assure Amcom database is current. Assure pagers numbers/names are updated. Inputs on call schedules and/or oversees operator's input of data. Interacts with Departments on policy, procedure and on call updates. Standardizes policies and procedures across the tree hospitals Rolls out best practices wherever possible Assures departments understand who/how to communicate with telecommunications on changes
- 4. Performance Appraisals
- 4.1 Provides Operator supervision and coaching. Assists with training and assures training objectives are met. Assure operators meet and exceed standards of accuracy and customer service. Performs annual appraisals and interim improvement plans when needed.
- 5. Maintains Effective Departmental Employee Relations.
- 5.1 Fosters an environment of cooperation and loyalty Identifies and proactively resolves employee relations issues in accordance with Human Resources Policies as indicated by Employee Flash Survey results. Exhibits and promotes excellent interpersonal skills and professionalism
- 6. Reviews the Quality Assurance Indicator Results for the Department
- 6.1 Reviews and analyzes department service level performance. Creates action plans for improvement and implements recommendations. Participates in security and disaster planning drills. Participates in department and hospital quality initiatives and projects as directed by Manager. Assures all staff complete mandatory training classes.
High school diploma or equivalent. Advanced Education preferred.
Five years supervisory experience and/or operator experience.
Must be able to type at least 35-45 WPM, distinguish colors and sounds such as audible alerts and alarms, must be agile and mobile to quickly resent alarms, computers and UPS systems. Must have excellent interpersonal skills and exhibit professionalism and courtesy under duress. Must have excellent oral and written communication skills. Must have the ability to master new technologies, willingness to train in self-directed on-line venues as well as classroom settings. Must have the ability to relate and communicate with all levels of staff from administrative to tactical. Must be able to train, mentor work with a team or autonomously.
While performing the duties of this job, the employee is regularly required to sit; use hands to write, type, handle items; and talk or hear. They are frequently required to reach with hands and arms. They are occasionally required to stand and walk. They must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception. The noise level in the work environment is usually moderate but in emergency situations can become high level. Ability to concentrate is essential. The Associate must make use of a headset style answering device on or in ear(s). There may be a considerable amount of mental stress. Must be able to easily and accurately distinguish colors and shades in order to accurately identify alarm signals and visual cues on the PC. Must have the ability to distinguish variations in audible alerts and alarms. Must be able to quickly reset alarms, computers and UPS systems which are located throughout the Operator Services location. Must have an exceptional command of the English language and speak clearly with accurate pronunciation of words to ensure the accurate communication of verbal information, particularly in times of crises or stress. May be required to staff one or more of the call centers operated by YNHHS in the event of operator staff shortages. Travel to different call centers is necessary. Must have access to reliable transportation and is expected to report to work during major weather events. Must adhere to hospital dress code at all times. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case by case basis.
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