JOB DESCRIPTION FOR JOB TITLE:
COMMUNICATIONS CENTER SUPERVISORJob Code: 332003FLSA Status: ExemptMgt. Approval: E. PattersonDate: August 2021Department: IS-Service OperationsHR Approval: N. LazaroDate: August 2021JOB SUMMARYThe Communications Center Supervisor is responsible for supervising a team of customer service professionals within the UWH Call Center, and includes full-time, part-time, and temporary or on-call employees. The Call Center is a 24-hour per day, 365-day per year operation providing paging and message services, emergency mass notifications, and is the main hospital line for answering all UW Health calls. In addition, the Call Center is responsible for taking emergent, patient related calls, after hours for 300+ satellite clinics. The Call Center also provides emergency notification (i.e., tornado, fire, code blue, rapid response, behavioral response, heart attack and stroke codes, hazardous waste, electrical outages, contamination, etc.) to the hospital and satellite clinics when needed. The ramifications of errors can have significant impact on the health and safety of UW Health patients and staff. They will be responsible for ensuring that all subordinate staff members receive the necessary training to function at their assigned level. Additionally, they will plan, organize, assign, schedule and manage team workflow. In addition to staff supervision, the Communications Center Supervisor will function as a resource in advanced Paging application problem analysis (hardware and software) as well as manage and/or assist in complex system troubleshooting, problem resolution and new application rollouts. The incumbent will be a participant in all projects relating to software upgrades, new software installations, hardware maintenance and enhancements pertaining to the paging environment. The Communications Center Supervisor must independently work with internal and external personnel, including hospital employees and IS department personnel, patients, the family and friends of patients, paging platform vendors, media and referring physicians to determine unique operational needs and implementation strategies. In addition, work at this level involves creating and maintaining documentation as well as coordinating application level changes with appropriate staff and/or vendors. The Supervisor will ensure the effective operation of the team and is accountable for the successful completion of assigned projects. Additionally, the Supervisor will prioritize and support employee development. The Supervisor will participate in the development of policies and procedures to ensure the efficient operation of the department and will be an active participant in the departmental planning. Additionally, the Supervisor will serve as back-up to the department manager.The Supervisor is required to be part of the 24x7x365 on-call rotation for staffing concerns, technical issues, disaster recovery, and major incidents, which may include work in high-pressure environments. MAJOR RESPONSIBILITIESPlan, coordinate, assign and account for the work of the staff including staff scheduling. Ensure staffing quotas are met while at the same time minimizing overtime expenses.Interview and select candidates who have appropriate technical skills and professional characteristics to match functional team and Communication Center needs.Monitor the performance of the Paging Representatives to ensure productivity standards are maintained.Routinely evaluate call volume data and staffing histories to recommend changes to staff levels and schedules.Establish performance standards for employee objectives to rate employee effectiveness.Responsible for annual performance reviews for assigned employees. Provides ongoing communication with staff regarding specific performance expectations including counseling as necessary to achieve improvement in employee performance.Develop training plans and goals for employees to continuously support a culture of learning and innovation, including, but not limited to, developing project management and team building skills.Collaborate with vendors to address product/application issues and review technology roadmaps.Work with Paging staff to continually improve software capabilities.Project Management - plan, lead, coordinate, and collaborate with Paging Center staff and IS staff/management along with operational partners to lead projects through the appropriate phases of implementation and support throughout the UW Health enterprise.Facilitate staff engagement, commitment to the enterprise and staff retention, including developing and implementing employee engagement action plans.Assist IS, key stakeholders, and department management in outlining hardware and software direction.Solicit and provide employee input into the design and review of departmental and Communication Center policies and procedures.Assist in Communication Center departmental budget development and planning.Provide support for all radio paging and mass notification systems. Monitor performance and track system stability, usage, and service levels. Respond immediately to error conditions and/or outages.Act as onsite desktop and telecom/phone support to ensure maximum up-time for PC’s, printers, ACD phones and paging applications. Contact appropriate support personnel as necessary.Ensure that departmental procedures for recording and reporting outages and maintenance activity are followed.Respond to research and education needs of faculty and hospital staff to produce research and statistical data for management and faculty (i.e. pager history reports, list page reports, etc.).ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.JOB REQUIREMENTSEducationMinimumAssociate Degree?in Healthcare, Information Technology, Business, or related field (2 years of relevant work experience may be considered in lieu of degree) PreferredBachelor’s or Master’s degree in Healthcare, Information Technology, Business, or related field strongly preferredWork ExperienceMinimum Three (3) years of experience with paging and messaging services, switchboard, emergency communication or other relevant fieldPreferredFive (5) years relevant experience in a Healthcare settingExperience supervising staffExperience supporting mission critical/life safety systems in a 24x7 hospital settingProgressively responsible experience over people, projects or processesLicenses & CertificationsMinimum PreferredRequired Skills, Knowledge, and AbilitiesStrong supervisory skills and knowledge of supervisory techniques.Excellent communication at all organizational levels both internal and external Demonstrates ability to mentor staff and assist them in attaining desired results based on individual goals and objectives.Ability to develop and maintain effective working relationships with strong interpersonal skills and professional demeanorAbility to work independently and be results oriented.Outstanding customer service skills.Strong technical and analytical skills Effective problem-solving and decision-making skills.Ability to make effective use of industry advances in telephone call processing and messaging equipment.Outstanding leadership skills adept at promoting teamwork.Consultative approach to working with users in assessing needs and requirements.Able to manage multiple tasks with ease and efficiency.JOB FUNCTIONSReview the employee’s job description and identify each essential function that is performed differently based on the age group of the patient.PHYSICAL REQUIREMENTSIndicate the appropriate physical requirements of this job in the course of a shift. Note: reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position.Physical Demand LevelOccasionalUp to 33% of the timeFrequent34%-66% of the timeConstant67%-100% of the timeXSedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools. Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.Up to 10#NegligibleNegligibleLight: Ability to lift up to 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds.? Even though the weight lifted may only be a negligible amount, a job is in this category when it requires walking or standing to a significant degree.Up to 20#Up to 10# or requires significant walking or standing, or requires pushing/pulling of arm/leg controlsNegligible or constant push/pull of items of negligible weightMedium: Ability to lift up to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.20-50#10-25#Negligible-10#Heavy: Ability to lift up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.50-100#25-50#10-20#Very Heavy: Ability to lift over 100 pounds with frequent lifting and/or carrying objects weighing over 50 pounds.Over 100#Over 50#Over 20#Other - list any other physical requirements or bona fide occupational qualifications not indicated above:Note:The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position. ................
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