Telecommunications Supervisor, Day shift, 40hrs/wk, Lincoln

JOB DESCRIPTION

Job Title: ­­Telecommunications Supervisor-Lincoln                              
Job Code: 880444
Immediate Supervisor: Telecommunications Manager                            
Status: Non-exempt  
Hours: Day shift 7am-3:30pm or 8am-4:30pm, alternative shift coverage as needed                         

DEPARTMENT FUNCTION/JOB OVERVIEW

Responsible for providing switchboard service and supervision of switchboard staff, mailroom, computer operator and copy center services in a 24/7 operation. Ensures quality operation of the facilities switchboard at all times with the ability to lead others quickly and calmly in determining the needs of the department and staff. Responsible for hands on training to assist with providing second and third shift help to maintain 24/7 staffing for the department. Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures. Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.


ESSENTIAL FUNCTIONS

• Ensures excellent quality services are provided the hospital efficiently 24/7
• Provides shift coverage as needed, performing the full range of duties and responsibilities of Switchboard Operator across all shifts.
• Efficiently and effectively handles incoming and outgoing calls.
• Key Operator responsible for the oversite of copy center orders and copier billing.
• Completes monthly schedules to ensure adequate staffing on a daily basis.
• Assists manager with staff time cards, performance reviews, employee selections in the hiring process and mentoring and discipline.
• Responsible for the successful onboarding and training of new telecom staff.
• Responsible for maintaining and tracking accurate inventory records for all telephone and headset devices.
• Assist with the maintenance and updating of all telephone directories
• Supervise and mentor mail room staff to ensure efficient, high quality service delivery and adherence to facility expectations.
• Requisition supplies and other office material as needed.
• Assist with departmental report functions.
• Support the Telecom Manager with the management of cellular business accounts and mobile device provisioning.
• Assist in the configuration, deployment, and troubleshooting of audio-visual systems in hospital conference rooms.
• Support the configuration, deployment, troubleshooting, repair, and replacement of wireless and desktop telephone hardware.
• Troubleshoot and provide basic maintenance for fax, copier, and printer fleet devices.
• Assist with end-user setup for telecommunications services, including Single Number Reach (SNR), remote phone devices, and softphone configurations.
• Maintain and support both public and private Telecommunications SharePoint sites to ensure accessibility and up-to-date content.
• Follow HIPAA regulation to ensure privacy and confidentiality of patient information.
• Maintains a clean, organized and safe environment.  Handles and operates all necessary equipment and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.
  
  
  QUALIFICATIONS
• Requires high school equivalency and two years post high school education
• Two yearsâ?? relevant experience in customer service required, preferably in healthcare or telecommunications
• One year supervisory experience or one year demonstrated leadership in a position at Madonna required
• Experience demonstrating strong technical aptitude and ability to quickly learn and adapt to software systems required
• Telephone switchboard experience preferred, knowledge of Call Manager System preferred. Experience with or ability to quickly become proficient in enterprise communication platforms (e.g., Cisco Call Manager, Cisco Unity).
• Proficient in the use of Microsoft Office applications with working knowledge of database reporting tools.
• Must have proficient typing skills; excellent oral and written communication skills; strong interpersonal skills able to elicit cooperation and follow directions accurately.  Must be self-motivated and demonstrate excellent organizational, grammar, and spelling skills.