Summary

The Customer Service & Switchboard Manager is responsible for overseeing the Customer Service and Switchboard staff. This includes partnering with the Customer Service Supervisor and the Telephone Operator Supervisor to promote a sustainable patient and family centered culture.

This position directly supervises the Customer Service Supervisor and the Switchboard Supervisor. Work requires use of initiative and independent judgment in all customer service and switchboard activities and ensures that the highest levels of service are maintained for all patients, families, visitors and staff at MMC.

Required Minimum Knowledge, Skills, and Abilities (KSAs)

Education : Associates Degree or three or more years of work experience in the Customer Service and or Switchboard field.

Bachelor's degree in health care or related field preferred.

• License / Certifications : N / A
• Experience : The employee needs an understanding of customer service principles, to a level that would normally be acquired through at least two years of prior experience and six months of on the job training.

Knowledge of telephone, paging communication systems, equipment and technology, normally acquired through experience as a supervisory telephone worker.

• Outstanding organizational and communication skills.
• The employee must have the discipline to follow through to ensure that customers' concerns and needs are addressed.
• Must maintain a positive outlook, high energy level, and pleasant demeanor.
• Must understand and be able to maintain privacy and confidentiality, and be comfortable interacting with a diverse population.
• Must be able to deal effectively and safely with challenging and / or distressed customers, including those who may be potentially or actually violent, pose safety risks, or pose infection risks.
• The ability to work in an extremely demanding, fast paced environment under significant pressure.
• Ability to provide effective leadership, to plan, assign and review the work of subordinate employees; prior supervisory experience is required.
• Ability to make sound judgments and implement decisions in emergency situations.
• Ability to analyze a variety of problems and data, make sound recommendations for solution, and upon approval, put recommendations into effect.
• Ability to work independently and in a fast paced environment.
• Ability to communicate effectively and express written and verbal ideas in a clear, concise manner.
• Ability to establish and maintain effective working relationships with supervisors, staff, vendors, department heads, and other hospital personnel.

Last updated : 2024-05-01