Communications Center Lead - University of Maryland Medical System

Located in Largo in the heart of Prince George’s County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince George’s County residents.

Reporting to the Patient and Family Experience Manager and Corporate Director, the Communication Supervisor plays a crucial role in supervising the Information Desk and Communications Clerks at all University of Maryland Capital Region Health (UMCAP) facilities. The primary responsibility is to ensure the safe and timely execution of overhead paging throughout all UM Capital’s locations. In addition to supervisory duties, this position may also step into the role of a Communications Operator and/or Information Desk Attendant, as needed to maintain seamless coverage and support operations.

What we offer:

• Opportunity to work with a small, cohesive team of experienced professionals
• A comprehensive benefits package including health, vision and dental coverage including prescription drug coverage.
• Great Work Life Balance: You will accrue paid annual leave; we offer dependent care reimbursement, short/long term disability and an employee assistant program.
• Competitive salary
• Educational Assistance: We support your continuing education and career advancement by offering tuition reimbursement

Principal Duties:

• Interview, orient and train new hires to the daily responsibilities to enable independence of the switchboard operation.
• Assist Manager in written employee performance appraisals within specified time frames.
• Supervises the scheduling and provisions of phone repair services specific to the operations of the Communications Department.
• Schedules, participates, and moderates staff/mandatory meetings.
• Handles and resolves caller complaints in a timely manner. Acknowledge complaints within 24 hours.
• Conducts trail audits on a bi-monthly basis to ensure Operators are professional and knowledgeable of departmental standards and procedures.
• Effectively implements the progressive disciplinary process with guidance from the department’s leadership team.
• Coach and train staff on effective utilization of Spok/Cisco (all departmental software systems) and identifies improvement techniques.
• Assist with daily operations including but not limited to Kronos Advance Scheduling, Spok Directory, TigerConnect, Smartsheet, UMMS service portal, and On-Call schedules.
• Orders, maintains and assists in negotiating the acquisition of office supplies, equipment, and maintenance contracts using the Materials Management Information System and maintains related expense records.
• Coordinates the care and maintenance of departmental equipment including but not limited to; recording devices, computers, timeclocks, power supply units, etc.
• Participates in quality improvement activities: a. Assists in the development, implementation, and maintenance of hospital/department policies, procedures, guidelines, protocols, objectives, environmental, safety, and infection control standards.
• Troubleshoot and/or escalate all issues preventing the team from performing job duties. Deployment of strategy for software/hardware which includes installation/downtime procedures.
• Ensure that staff schedules and documents in-person translation services for individuals who are nonEnglish speakers and hearing impaired.
• Performs related duties as required

Education/Knowledge: 

An Associate’s Degree is required             Preferred: Bachelor’s Degree

Experience Required: 2 years                    Preferred: 3-5 years

2 years of experience performing patient registration and scheduling, medical insurance screening and verification. Prior experience in healthcare setting preferred. Telephone call center experience preferred.

Three to five years’ experience with PBX or other major telephone system required

Supervisory experience in a hospital or health care facility setting preferred

Experience in system administration required

All your information will be kept confidential according to EEO guidelines.