Manager Hospital Operator Services (call center)

Mary Catherine Bunting Center-MCMCB, MD, Baltimore
Aug 30, 2017
Sep 19, 2017
Contract Type
Full Time
The Hospital Operator Services Manager administers all aspects of departmental operations. This includes hiring, training, overseeing, scheduling, and supervising the PBX Operators. The manager ensures appropriate coverage for all shifts, 24 hours a day, and seven days per week basis.The manager assists in emergency relief and may provide phone coverage during emergency events due to staffing shortages.The manager assesses staff performance and develops ongoing education.The manager generates call statistical reports, analyzes data to increase service levels, productivity, and benchmarking.Assist with department's budget development and is responsible for financial results in line with Mercy's Corporate Priorities.The manager must demonstrate the ability to become proficient with technology as it relates to Operator Services; troubleshooting, technical knowledge, and emerging technology.

Must possess a high school diploma or GED Must have two years of Lead Operator or supervisory experience and two years of switchboard experience in a health care setting. Must possess skills in multi-tasking, time management, personal, and interpersonal interaction with employees and the general public. Must be computer literate or learn within 6 months, be able to follow written and oral instructions, be able to read, write, and speak the English language in an understandable manner. Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action, be flexible, have personal integrity, and the ability to function effectively as a team with other employees. Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.

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