Supervisor Switchboard
Job ID: 180324
Work Type: FT
Location: Plainsboro, NJ, United States
Date Posted: Apr 28, 2023
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Summary:
- The supervisor for the switchboard operators is responsible for the routine operations of the switchboard area. The Supervisor is responsible for ensuring that all operators are trained in their roles and will audit performance on a regular basis. Along with supervision of the department, the Supervisor performs all the duties of the hospital operators as needed to support daily operations.
Responsibilities:
- Creates and maintains the bi-weekly operators shift schedule and processes department payroll. Trains all new switchboard operators (40-60 hours training period). Coordinates coverage for operators MyTime, Holiday and sick time. Maintains policy and procedures for codes, on call schedules for departments and answering services. Orders supplies for switchboard through appropriate supply chain. Generate weekly Code Blue and Rapid Response reports and forward to responsible oversight committee.
1. Maintain PHCS Physician Directory based on Medical Staff Office updates
2. Audit, update, and maintain the UA5200 switchboard data base
3. Audit and maintain switchboard log books
4. interview potential candidates for open positions on switchboard
5. Audits of switchboard operator recordings for quality assurance
6. Creation and review of switchboard operator call metrics for volume, timing, dropped calls, and others as determined.
7. Responsible for service recovery efforts for the switchboard area
8. Responsible for reward, recognition, discipline and corrective actions for all switchboard operators
9. Create daily van service spreadsheet
10. All other duties as assigned
Education or Equivalent Experience:
High School Graduate/GED/Equivalent Work Exp - required
Bachelor’s Degree - preferred
Related Work Experience:
Minimum of eight (8) years' experience
Knowledge of switchboard operations
Highly effective communication skills, strong commitment to customer service, and a teamwork approach
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
