Major Responsibilities:Supervises activities of the staff that support the operation of operator workstations, paging systems, and all other telecommunications technologies and tasks related to safety and emergency response procedures.Oversees department expenses. Authorizes payment expenses for local and long distance phone services for the facility and/or affiliate sites and expenses for pocket pagers.Coordinates delivery, repair and maintenance of communications equipment used by physicians and staff.Monitors call volumes using analysis software and adjusts staffing accordingly to accommodate department and organization service goals and physician expenditures.Supervises maintenance of communication databases, generation of reports, word processing and archive/back-up of multiple databases.Researches alternative communication systems, devices and services. Recommends and oversees installation of hardware/software that meets these needs within budgetary constraints.Develops productivity and quality measurement standards and techniques for the department and performs regular audits to ensure the highest standards of service are being met.Develops or manages the development and maintenance of instructional materials for internal use.Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.
Licensure, Registration, and/or Certification Required:None Required.
Education Required:Bachelor's Degree (or equivalent knowledge) in Communications or related field.
Experience Required:Typically requires 3 years of experience in telecommunications or a call center environment, including one or more years of leadership experience.
Knowledge, Skills & Abilities Required:Leadership experience should include management of staff, budgets and multiple human resources functions.Intermediate computer skills to include spreadsheets, word processing and email.Excellent oral and written communication skills are essential.
Physical Requirements and Working Conditions:Operates all equipment necessary to perform the job.Must sit at least 50% of workday.Must lift up to 35 lbs. occasionally.Exposed to normal office environment. Position requires travel. May be exposed to road and weather hazards.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.