Call Center Supervisor-telecommunictions - Columbia, United States - Johns Hopkins Howard County Medical Center

Johns Hopkins Howard County Medical Center

Verified Company

Columbia, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Join an amazing global healthcare organization

Johns Hopkins Howard County Medical Center is conveniently located in Columbia, MD and has free parking.

Full time position, M-F 10am-7pm

We offer a complete benefits package, including generous PTO and tuition reimbursement.

General Position Summary

This position reports directly to the Telecommunications Director.

Job Responsibilities

Handles daytoday tasks and operations and assists in resolving problems.
Assists with calls as necessary.
Reviews service tickets and triages as needed.
Organizes initial staffing schedule for Director's review and ensures all shifts are filled.
Works to continually improve customer service and productivity through ongoing training and mentoring of staff.
Monitor calls and provides monthly direct coaching and feedback to Telecom Patient Access Specialists.
Develop plans to improve metrics, engagement and ensure staff retention.
Utilizes call volume metrics to optimize staffing levels.
Hold regular team huddles, individual coaching sessions and monthly oneonone meetings with team members to review calls and discuss any issues.
Participates in meetings with individual staff and the Director to take notes, ensure employee's file reflects the discussion, and workflow and processes are agreed to and communicated.
Follows established Johns Hopkins personnel policies and performance management policies
Responsible for new hire onboarding: equipment and account setup, an overview of systems, newhire training, including training on all processes.
Provides backup to Director for review and completion of timesheets and timeoff requests.
Oversee vendor technical support (obtains vendor IDs, paying vendor invoices) and follow up
Must be able to quickly assess an escalating situation and determine next steps and whether escalation is required to provide resolution
Maintains strong relationships with peers in other departments and engages them in collaborative efforts to solve tactical problems
Troubleshoots minor technical issues including identifying serviceaffecting issues and the ability to correct thru documented procedures (e.g. setup voice mail, phone problems calling California)
Would fill in for shifts of Patient Access Specialists in the event of absences as needed

Required Job Qualifications

High school diploma or equivalent required. Five years of supervisory experience.

Preferred Job Qualifications

Prior experience with call center
Associates Degree in Business, Computer Science or related field
Previous experience in health care

Important Notices:
**Effective January 1st 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your new employee pre-boarding. Exceptions to the COVID-19 vaccination requirement may be granted for medical reasons and religious beliefs. Requests for medical exceptions must be submitted at your occupational health screening. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities.

**Authorization to Work in the

United States:
Applicants who require sponsorship now or in the future will not be considered for this position.