Supervisor Call Center

Our call center has a leadership opportunity located at MedStar Georgetown University Hospital. This role is responsible for overseeing Call Center operations at MedStar Health's Georgetown University Hospital (MGUH) ensuring the safe efficient and uninterrupted delivery of communication services across the hospital. This role provides leadership training and technical expertise related to communication systems and equipment ensuring staff are equipped to effectively manage daily operations and respond to emergent situations. Responsibilities include establishing and maintaining productivity standards managing and updating critical communication databases and providing administrative support for communication systems and workflows. The position is also responsible for the inventory management distribution and maintenance of telecommunications equipment including pagers and related communication devices. In addition, this role plays a critical part in the emergency preparedness and response functions of the Call Center helping ensure reliable communication during emergency events and hospital-wide incidents. Collaborates closely with the Department Director on the planning and implementation of both short- and long-term operational goals while supporting program development and process improvement initiatives.

Primary Duties and Responsibilities

• Oversee the day-to-day operations of the Hospital Call Center to ensure safe efficient and uninterrupted communication services across the hospital 24/7.
• Supervises Call Center associates providing daily leadership coaching performance feedback training and operational support to ensure high-quality service and accountability.
• Serves as the frontline leader and primary escalation point for communication-related issues including urgent pager issues emergency codes service disruptions and customer service concerns.
• Monitors staffing schedules call volume workflow and coverage needs to ensure appropriate staffing levels during peak periods weekends holidays and emergency situations.
• Supports onboarding and training of new associates ensuring competency in call handling paging protocols emergency communication procedures downtime procedures and communication systems such as SPOK.
• Provides technical expertise related to hospital communication systems including phones pagers on-call schedules directories code paging and emergency notification platforms.
• Maintains and updates critical communication databases directories and escalation pathways to ensure timely and accurate communication.
• Manages inventory activation deactivations distribution and tracking of telecommunication equipment including pagers and related devices.
• Supports emergency preparedness and hospital incident response by ensuring the Call Center maintains operational readiness during emergencies disasters and system outages.
• Participates in multidisciplinary and quality service improvement teams and maintains effective working relationships with other departments.
• Assists the Department Director with administrative responsibilities reporting auditing productivity policy development and process improvement initiatives.
• Ensures all operations are conducted in compliance with regulatory requirements and hospital policies procedures and service standards.
• Performs other duties and responsibilities that are appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification and is not to be considered as all inclusive.

Minimal Qualifications
Education

• Bachelor's degree preferred
• High School Diploma or GED required
• One year of relevant education may be substituted for one year of required work experience.

Experience

• 1-2 years Customer Service and/or Call Center Operations Experience preferred
• 1-2 years Supervisory Experience preferred
• One year of relevant professional-level work experience may be substituted for one year of required education.

Knowledge Skills and Abilities

• Sound leadership management and organizational skills in.
• Knowledge of healthcare telecommunications systems and related equipment.
• Possess good written and verbal communication skills.
• Ability to present information and justification with tact and sound reasoning.
• Familiar with telecommunication systems equipment and operational effectiveness.
• Knowledge of paging technologies and emergency procedures.
• Knowledge of good customer communication practices and procedures.