Supervisor, Support Services (40hrs Rotating Day/Eves/Nights and Weekends)

POSITION SUMMARY :

The role involves supervising, staffing, scheduling, and ensuring adequate back-up coverage for all switchboard operators, who are available 24 hours a day, 7 days a week. The supervisor aims to provide the highest level of customer service to patients, their families, and visitors, both over the phone and in person as needed. It is essential to adhere to appropriate policies and procedures regarding patient confidentiality and customer service.

Additionally, the supervisor assists the Support Services Leadership, Executive Director, and Administrative Director in planning and implementing improvement projects to enhance customer satisfaction and ensure efficient service delivery from the Guest Support Services team. The supervisor collaborates closely with the other Supervisor and the Senior Administrative Coordinator of Support Services on coverage, following policies and procedures, managing schedules, payroll management, staff discipline, coaching and counseling, as well as the interview process and training of new staff.

Position: Supervisor, Support Services

Department: Guest Support Services

Schedule: Full Time, 40hrs Rotating Day/Eves/Nights and Weekends

JOB REQUIREMENTS

EDUCATION:

High school Diploma or GED preferred

EXPERIENCE:

Proven experience of 3 to 5 years in Customer Service.

Experience managing others, preferably in a unionized setting.

KNOWLEDGE AND SKILLS:

• Proficient in the Windows Suite (Excel, Word, PowerPoint, etc.).
• Required experience in payroll management, timekeeping, and scheduling.
• Experience as a Call Center or Switchboard Operator is preferred.
• Familiarity with Avaya, Cisco, MediCall/Spok, and RingCentral software is preferred.
• Fluency in English is required.
• Must possess excellent interpersonal skills.

Equal Opportunity Employer/Disabled/Veterans

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