What are the responsibilities and job description for the TELECOMMUNICATIONS SUPVSR position at Johns Hopkins Howard County Medical Center?
You were meant for Hopkins. Johns Hopkins Howard County Medical Center is a private, not-for-profit, community health care provider, governed by a community-based board of trustees. As a member of Johns Hopkins Medicine, Johns Hopkins Howard County Medical Center is a 266-bed acute care facility that has been serving the community for nearly 40 years. We can offer the most advanced, innovative technology with the collaboration and teamwork typically found in a community hospital. Our exceptional employee development programs offer unlimited career growth potential.
What Awaits You?
- Career growth and development
- Diverse and collaborative working environment
- Paid Time Off
- Affordable and comprehensive benefits package
The Telecommunications Supervisor is responsible for staff scheduling, performance management, coaching, quality monitoring, workforce optimization, and continuous process improvement. This individual serves as a working leader who supports the team during high-volume periods, collaborates with clinical and operational departments, and promotes a culture of accountability, professionalism, and service excellence.
Hours:
Evenings Shift (weekends included)
10:30am – 7:00pm
Location:
Howard County General Hospital
5755 Cedar Lane
Columbia MD
Primary Responsibilities:
- Provide day-to-day leadership and operational oversight for the Telecommunications team.
- Develop staff schedules that ensure appropriate coverage while optimizing productivity and service levels.
- Monitor call center performance metrics, staffing trends, and service levels; implement action plans to achieve departmental goals.
- Conduct regular quality monitoring of calls and alert codes and provide timely coaching, mentoring, and performance feedback.
- Lead monthly one-on-one meetings, coaching sessions, and team huddles to promote engagement, accountability, and professional development.
- Develop and implement training programs, onboarding plans, and continuing education for new and existing staff.
- Foster a positive, collaborative work environment that promotes employee engagement, retention, and excellent customer service.
- Assist with performance management, documentation, corrective action, and adherence to Johns Hopkins Medicine policies and procedures.
- Serve as a resource for complex customer service issues, operational concerns, and escalated situations requiring sound judgment and timely resolution.
- Maintain accurate documentation of employee meetings, coaching discussions, and performance improvement plans.
- Analyze operational reports and call volume trends to recommend workflow improvements and staffing adjustments.
- Build and maintain collaborative relationships with clinical departments, Information Technology, Patient Access, and other operational partners.
- Participate in departmental projects, process improvement initiatives, system implementations, and emergency preparedness activities.
- Serve as a working supervisor by assisting with call handling and providing operational coverage during staffing shortages or high-volume periods
Required Qualifications:
- High school diploma or equivalent required; associate or bachelor’s degree in business, Healthcare Administration, Communications, or a related field preferred.
- Minimum of four (4) years of progressive supervisory or leadership experience.
- Demonstrated experience leading customer service teams in a fast-paced, high-volume environment.
- Strong organizational, coaching, and employee development skills.
- Ability to analyze operational metrics and implement strategies to improve performance.
Hear from our hospital president
https://www.youtube.com/watch?v=qj5KuB34gU8
Our competitive Benefit Package is designed to support the well-being and financial security of our employees and includes:
- Full medical, dental, and vision plans,
- Retirement plans,
- Paid time off (PTO),
- Tuition reimbursement for you and your dependents,
- Tell a friend and get paid! Ask about our Employee Referral Program Bonus!
- And more! Visit https://hcgh.mybenefitsjhhs.com/
Important Notices:
***Authorization to Work in the United States: Applicants who require sponsorship now or in the future will not be considered for this position.
Salary Range: Minimum 21.53/hour - Maximum 37.68/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.
The Hospital reserves the right to modify employee schedules as needed.
We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.
Johns Hopkins Health System and its affiliates are drug-free workplace employers.
Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.