Supervisor Customer Care

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The Communications Center Supervisor is an essential member of the Communications Center leadership team, which operates 24 hours a day and seven days a week. The communications center provides a critical service to Intermountain Health facilities through centralized coordination of communications services. As the first point of contact for in-facility emergencies and the general public seeking information, a successful candidate will be able to balance excellent customer service with the ability to handle emergency situations quickly and decisively.

Schedule - This position will include weekends and holidays.

• Provide day-to-day supervision over communications center caregivers
• Maintain staffing daily and on-call scheduling. Manage employee timecards and PTO Requests
• Provide training and education for the department to include conducting onboarding new hires, providing training as needed for staff on new policies and procedures, continuing education, and mock caller drills.
• Conduct associate annual performance reviews. Issue associate coaching/corrective action as necessary.
• Assists with the development and implementation of call center procedures based on input from care site representatives.
• Manage, update, administer, and troubleshoot communications center applications to include the Emergency Notification System, maintaining on-call schedules for covered business units, the call management system, and responding to Communications related tickets from The Hub. Recognize and report system problems, errors, or unexpected events in a timely fashion.
• Takes escalated calls from specialists or team leads. Research caller concerns/complaints and provide immediate resolutions when possible. Triage and escalate issues or concerns to the call center manager as appropriate.
• Answer, triage, and escalate calls to the Emergency Management hotline, respond to ad-hoc emergency communications requests, and serve as a regional communications unit leader during System Incident Management Team activations.
• Supports the care site(s) on communications needs during activations of the Emergency Operations Plan and Hospital Incident Management Team and assists with the development of After Actions Reports and Improvement Plans related to emergency communications.
• Required to participate in regular on-call shifts within the department and must have the ability to work on short notice (including nights, weekends, and holidays) when incidents occur.
• Must be able to respond to alternative work locations during emergency events to maintain the continuity of call center operations.
• Must be able to perform all duties and responsibilities of a Communications Center Specialist

Required :

• High School Diploma or GED
• Associates degree in a related discipline ( Additional experience beyond the minimum may substitute for the required education on a year for year basis. )

Preferred :

• Previous coursework in Medical Terminology
• Bachelor's Degree in a related field

Required :

• ICS 100, 200 or within one year of hire

Preferred :

• Emergency call taker certifications
• Entry-level healthcare certifications (First Aid, CNA, EMT, etc.)
• Amateur radio license (any level)

Required :

• Minimum of five (5) years of experience working in a call center environment.
• Minimum of two (2) years of experience managing associates.
• Previous experience answering emergency calls for assistance.

Preferred :

• Previous experience working in a healthcare environment.

Required :

• Strong technology proficiency, particularly in office & call center software applications (Microsoft Windows, Microsoft Office, Google Suite Applications, Everbridge Genesys), and computer & phone system hardware.
• Ability to type a minimum of 35 wpm
• Excellent English language communication skills (written and verbal)
• Clear and effective phone skills
• Ability to work as part of a team
• Excellent customer service aptitude
• Ability to multi-task and remain organized
• Ability to stay calm under pressure
• Strong critical thinking skills
• Ability to monitor multiple streams of information simultaneously and prioritize response actions
• Ability to provide excellent customer service.

Preferred :

• Proficiency in Spanish speaking (verbal)

Physical Requirements:

While performing the duties of this position, individuals may be required to sit for extended periods using computer and telephone equipment in a typical office setting. May lift and carry up to 10 lbs. Will use a standard range of vision, hearing, and speaking. Frequently engages in mental concentration, analysis, and formulation.

Anticipated job posting close date:

02/06/2024

Location:

Good Samaritan Hospital

Work City:

Lafayette

Work State:

Colorado

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$18.65 - $32.07

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers , and for our Colorado, Montana, and Kansas based caregivers ; and our commitment to diversity, equity, and inclusion .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.