Asst Supervisor - Telephone Operator

As Mount Sinai grows, so does our legacy in high-quality health care.

Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Department

CC019370 Telecommunications

Job Description Summary

Position Responsibilities

• Assists with the design and implementation of switchboard scheduling requirements according to established department policies. Updates department head of any schedule changes before changes are put into effect.
• Assists Supervisor with the evaluation of performance of the telephone operators.
• Assists other staff with responsibilities and adjust work schedule to meet departmental needs.
• Counsels staff for any issues or concerns which may require disciplinary actions.
• Assists with the monitoring of time and attendance activities for areas of responsibility including vacation, absenteeism, and tardiness.
• Fills in gaps in coverage by coverings shifts if no alternative coverage is available; as needed.
• Verifies all daily updates/changes to on-call schedules upon notification of change; ensures on-call schedules are posted by the first of every calendar month.
• Maintains record for pages; logs pagers in/out, reports repairs, verifies invoice for accuracy.
• Assists with with the editing of timecards in Kronos and/or Exception Log.
• Orders, distributes and inventories all department office supplies.
• Assists with the training of new staff in proper use of equipment and departmental procedures.
• Ensures all telephone repairs are implemented by networking with the appropriate IT party or by checking the respective database, as directed in the department procedures.
• Supports the telephone operators, and leads the resolution of issues.
• Monitors all alarm indicators, hosptial emergency Codes presented to the switchbaord. Responds immediately if alarms activates as authorized in departmental procedures.
• Records information to the applications/journals, including codes, customer/employer complaints, equipment problems/repairs, notable incidents, safety issues and concerns, and any other information.
• Assists with, and monitors recorded calls handled by telelphone operators to be used for quality assurance and training.
• Administrator to the system/application used to manage all hosptial on-call schedules; makes changes/updates as necessary.
• Monitors real-time call center reporting dashboard to ensure efficiency, calls are being answered timely; telephone operators are logged in.
• Assists in the review, interpretation of call center reporting to understand employee performance and knowledge in overall call volume behavior.
• Participates in emergency preparedness, drills and actual emergencies as instructed in the hospital safety manual.
• Proficient in the knowledge of all department procedures; recognizes error or changes needed; relays to supervisor.
• Participates in emergency preparedness, drills and actual emergencies as instructed in the hospital safety manual.
  
  

Qualifications

• License/Registration/Certification
• Not applicable
• Education
• HS Diploma
• Experience
• Minimum 5 years experience in large business communications, preferably in health setting; 3 years of progressively responsible supervisory experience.
  

Benefits

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!
  
  

Certification

Degree Requirements:

Responsibilities

Core: All other tasks as assigned., Core: All other tasks as assigned., Core: Assists the Manager with monitoring of staff's time and attendance and makes recommendations for actions and improvement. Assumes the leading responsibilities for the daily functions of the assigned area(s) during Manager's absence., Core: Completes yearly performance evaluations and competencies of staff under their supervision., Core: Complies with current Hospital security and safety polices., Core: Establishes and maintains effective interpersonal relationships with the reporting group and all levels of the organization., Core: Follows up and ensures the completion of tasks and projects for the assigned team., Core: Provides feedback to the reporting group on an on going basis. Points out areas of opportunity in a constructive manner. Provides positive feedback and recognizes accomplishments appropriately., Core: Provides supervision, guidance and direction to staff assigned to his/her area and co-workers., Core: Reports incidents to the Manager and/or Risk Management department within required timeframe in accordance with medical center policy., Core: Works closely with Manager, other supervisors and staff to develop and implement projects to support the department's efficiency and growth., Core: Works in conjunction with Manager for hiring, training and retention of staff., Job Specific: Administrator to the system/application used to manage all hosptial on-call schedules; makes changes/updates as necessary., Job Specific: Assists in the review, interpretation of call center reporting to understand employee performance and knowledge in overall call volume behavior., Job Specific: Assists other staff with responsibilities and adjust work schedule to meet departmental needs., Job Specific: Assists Supervisor with the evaluation of performance of the telephone operators., Job Specific: Assists with, and monitors recorded calls handled by telelphone operators to be used for quality assurance and training., Job Specific: Assists with the design and implementation of switchboard scheduling requirements according to established department policies. Updates department head of any schedule changes before changes are put into effect., Job Specific: Assists with the monitoring of time and attendance activities for areas of responsibility including vacation, absenteeism, and tardiness., Job Specific: Assists with the training of new staff in proper use of equipment and departmental procedures., Job Specific: Assists with with the editing of timecards in Kronos and/or Exception Log., Job Specific: Counsels staff for any issues or concerns which may require disciplinary actions., Job Specific: Ensures all telephone repairs are implemented by networking with the appropriate IT party or by checking the respective database, as directed in the department procedures., Job Specific: Fills in gaps in coverage by coverings shifts if no alternative coverage is available; as needed., Job Specific: Maintains record for pages; logs pagers in/out, reports repairs, verifies invoice for accuracy. { 8 more}