Lead Switchboard - Call Center Operator (Full-Time, Day Shift)

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Job Title: Lead Switchboard - Call Center Operator

Entity: LGH

Location: Lancaster General Hospital - 555 N Duke St, Lancaster, PA 17602

Hours: 1.0 FTE (40 Hours per week), Day Shift

Summary:

• The Lead Switchboard Call Center Operator provides daily direction for the Switchboard and Answering Service Call Center, while performing all the essential functions of a Switchboard Operator. The Lead is also responsible for the creation and implementation of monthly schedules and provides administrative functions for the Switchboard Call Center.

Responsibilities:

• Consistently meets standards of all Switchboard Operator job functions.
• Oversees daily operations of the Switchboard Operators, monitoring overall and individual performance. Demonstrates a customer oriented focus and promotes this demeanor amongst the team in order to advance the growth and developmental opportunities of others. Resolves problems and initiates potential solutions in the Switchboard Call Center’s Supervisor’s absence.
• Assigns, activates and recodes all pagers for LGH, WBH, SOP and Answering Service Call Center clients. Ensures spare pagers are available at all times.
• Oversees compilation of LGH departmental on-call schedules and disseminates the 24-hour coverage to appropriate areas.
• Assists with switchboard equipment upgrades, system outages and projects.
• Maintains policies, procedures, and service standards, and enforces the application of these standards. Oversees annual review and change process.
• Creates monthly departmental backup reports and operational statistics, assists with data entry and on-call process. Ensures the practice calendars are up-to-date, as well as Directory updates remains current.
• Prepares staffing schedules and ensures coverage is arranged at all times while following the organization’s guidelines for use of PTB. Assists with time and attendance when necessary.
• Assists with selection of new Switchboard Operators. Supervises the initial training and ongoing competencies of all switchboard operators. Gives input and assists with preparation and administration of Switchboard Operator Performance Appraisals.
• Assists in covering the switchboard in times of shortages.
• Assists department supervisor with huddle activities.
• Assists supervisor with administration of departmental and client meetings, including taking, recording and disbursing minutes for these meetings. Ensures continuing education of employees.
• Maintains adequate office supplies and equipment to support Switchboard operations.
• Acts as liaison between Switchboard Call Center and call center clients.
• Assists with operational elements related to EPIC.
• Assists with onboarding of new clients.
• Other duties as assigned.

Minimum Required Qualifications:

• High school diploma or equivalent GED .
• Three (3) years of switchboard or related customer service experience.
• One (1) year supervisory leadership experience.
• One (1) to two (2) years computer experience.
• Strong interpersonal skills.
• Strong experience and familiarity with PC based console and PC based software applications.
• Strong written and verbal communication skills.
• Customer service experience in a healthcare environment.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.