Call Center Supervisor

Essential Functions

(Maximum of the first 5 essential functions will be included in the performance appraisal)

Answers all incoming calls on console for the hospital, skilled nursing facility, Waterloo campus, and Ancillary departments in a timely and polite manner, consistent with FLH telephone standards. Train and develop team members to follow the stand set forth as per policy and expectations

Pages authorized personnel, announces closing of visiting hours and other miscellaneous overhead pager with a clear and pleasant tone, Attends and responds immediately to all systems for alarms, codes, and disaster procedures in a calm, efficient and professional manner. Assist with the training of staff to follow policy and procedures relating to these assigned duties.

Assists in areas as needed regarding staff. Responsible for performance reviews, the hiring and selection process, corrective action and termination as needed. Responsibly manage staff throughout the entirety of the shift. Perform other duties as assigned.

Updates and maintains the Operators' information sheets and on-call lists for emergency contacts.

Deals effectively with patients needing medical assistance from doctors, and calls for other clientele on answering service. Reports to doctors or clients when necessary

Minimum: High School Education or equivalent

Preferred: Business or Office Degree

None

Minimum: 1 year call center experience or experience in related field

Preferred: Management experience

Minimum: Requires a sensitive and reassuring approach to patients. Demonstrated ability to deal with the public in a professional and courteous manner, handle confidential information with discretion. Ability to perform multiple functions during stressful/busy periods in a calm and professional manner. Demonstrated ability to enhance the spirit of teamwork through effective role modeling. Excellent interpersonal skills

Preferred: Experience dealing with patients and/or emergency situations