Communications Center Lead

University of Maryland - Largo, MD

Full-time - Mid Level

Largo, MD

Educational Services

About the position

The Communications Center Lead at the University of Maryland Medical System plays a vital role in overseeing the Information Desk and Communications Clerks across all UMCAP facilities. This position is essential for ensuring the safe and timely execution of overhead paging throughout all locations. Reporting directly to the Patient and Family Experience Manager and Corporate Director, the Communications Supervisor is responsible for supervising a small, cohesive team of experienced professionals. The role not only involves supervisory duties but also requires stepping in as a Communications Operator or Information Desk Attendant when necessary to maintain seamless operations. In addition to managing daily operations, the Communications Center Lead will conduct interviews, orientations, and training for new hires, ensuring they are well-equipped to handle the responsibilities of the switchboard operation. The supervisor will assist in performance appraisals, manage scheduling for phone repair services, and moderate staff meetings. Handling and resolving caller complaints promptly is a critical aspect of this role, with a commitment to acknowledging complaints within 24 hours. The supervisor will also conduct bi-monthly audits to ensure that operators adhere to departmental standards and procedures. The position requires effective coaching and training on the use of departmental software systems, including Spok and Cisco, while also identifying areas for improvement. The Communications Center Lead will assist with daily operations, including scheduling, directory management, and maintaining office supplies and equipment. Participation in quality improvement activities is expected, along with the development and maintenance of hospital policies and procedures. The role also involves troubleshooting issues that may hinder team performance and ensuring proper documentation for translation services for non-English speakers and hearing-impaired individuals.

Responsibilities

• Supervise the Information Desk and Communications Clerks at all UMCAP facilities.
• Ensure safe and timely execution of overhead paging throughout all locations.
• Interview, orient, and train new hires for switchboard operations.
• Assist Manager in written employee performance appraisals.
• Supervise scheduling and provisions of phone repair services.
• Schedule, participate, and moderate staff meetings.
• Handle and resolve caller complaints in a timely manner, acknowledging complaints within 24 hours.
• Conduct bi-monthly audits to ensure operators meet departmental standards.
• Implement the progressive disciplinary process with guidance from leadership.
• Coach and train staff on effective utilization of departmental software systems.
• Assist with daily operations including scheduling and service portal management.
• Order and maintain office supplies and equipment, negotiating contracts as needed.
• Coordinate care and maintenance of departmental equipment.
• Participate in quality improvement activities and assist in policy development.
• Troubleshoot and escalate issues preventing team performance.
• Ensure documentation for in-person translation services.

Requirements

• An Associate's Degree is required.
• Bachelor's Degree preferred.
• 2 years of experience required, 3-5 years preferred.
• Experience performing patient registration and scheduling, medical insurance screening and verification.
• Prior experience in a healthcare setting preferred.
• Telephone call center experience preferred.
• 3-5 years' experience with PBX or other major telephone systems required.
• Supervisory experience in a hospital or healthcare facility preferred.
• Experience in system administration required.

Nice-to-haves

• Experience in a healthcare setting preferred.
• Telephone call center experience preferred.

Benefits

• Continuing education credits
• Dental insurance
• Dependent care reimbursement
• Disability insurance
• Flexible spending account
• Health insurance
• Prescription drug insurance