Lead Medical Telecommunications Associate- Call Center- Over night shift

Must be able to work- Sunday-Thursday- 11pm-7:30am

The Medical Telecommunications Associate Lead provides excellent, customer-focused service to Inova’s patients, medical professionals and the community. Responsible for managing, coordinating and planning the daily activities for the call center on assigned shift. Serves as the initial escalation point related to customers and team members challenges. Provides education on Inova tools and portals. Serves as the initial point of contact for technical issues related to the paging system, paging tools and the enterprise database. Supports the department in the absence of a supervisor.

Job Responsibilities

• Manages the call center queues and ensures department is meeting key metrics and SLAs.
• Drafts break schedules and adjusts team member’s schedules when needed.
• Addresses minor incidents with team members and provides on the spot coaching.
• Conducts regular check-ins with team members on assigned shift to ensure they are meeting department metrics.
• Assist with secondary training, coaching and mentoring of new team members.
• Serves as secondary support when the call center is short staffed.
• Meets department metrics and skill standards.
• Serves as the first line of support for team members on assigned shift.
• Serves as the first line of escalation related to customer concerns.
• Handles customer calls in accordance with department policies and protocols.
• Reads and responds to emails in a timely manner.
• Utilizes email system as a resource for general information, active events and notifications of major system outages throughout the organization.
• Utilizes web resources to educate patients/customers on Inova services and patient portals.
• Ability to utilize critical thinking skills and execute emergency protocols in a fast paced, stress prone environment.
• Ability to utilize the call center database’s functionalities and resource tools.
• Ability to utilize call center phone system, PA system and back-up phone system.
• Ability to utilize paging system, smart phone paging apps and handheld paging devices.
• Ability to utilize the Inova text alert system’s functionalities and resource tools.
• Assist with department and system wide projects and ensure timelines are met.
• Attends department leadership and team member meetings.
• Compiles reportable incidents on a single shift report and distributes report to entire team. Provides updates to incoming shift.
• Provides shift report to department leaders and escalates issues and incidents.
• Serves as the initial support point when technical failures occur on assigned shift.
• Initiates troubleshooting protocols when devices are not working as expected.
• In the absence of onsite tech support, serves as the intake liaison and processes damaged equipment, submits an IT ticket when appropriate and provides loaner devices when needed.
• Conducts assessments on technical failures and follow-ups with appropriate technical groups and shares timely updates with the team.
• Creates and or updates Xtend database profiles as needed and advises department team members of updates.
• Ability to utilize the IT Ticketing portal’s functionalities and resource tools.
• Performs daily, weekly and monthly equipment checklists. Performs monthly status checks on back-up equipment and participates in monthly downtime exercises.
• In the absence of a Supervisor serves as the escalation point for the department.
• Supports other projects and duties as assigned.

Additional Requirements

Education

Minimum of High School or GED

Experience

Minimum 2 years in Customer service in a healthcare environment or relevant work experience

ABOUT US

Inova is Northern Virginia’s leading nonprofit healthcare provider. Our mission is to provide world-class healthcare – every time, every touch – to each person in every community we have the privilege to serve. Inova’s 20,000+ team members provide more than two million patient visits each year through an integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes.

Inova’s five hospitals are consistently recognized by the Centers for Medicare and Medicaid Services (CMS), U.S. News & World Report Best Hospitals and Leapfrog Hospital Safety Grades for excellence in healthcare.

Inova is home to Northern Virginia’s only Level 1 Trauma Center and Level 4 Neonatal Intensive Care Unit. Its hospitals have a total of 1,952 licensed beds.

Inova’s Anti-Discrimination Employment Policy

Inova Health System is committed to equal employment opportunity and affirmative action. To fulfill this commitment, Inova Health System does not discriminate in any employment-related decision and administers all of its employment programs, procedures and practices without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information. Inova operates both affirmative action and equal opportunity programs, consistent with federal and state requirements, including Governor’s Executive Order One (2018). Consistent with federal and state requirements, Inova also prohibits retaliation against any person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice.

Job Type: Full-time

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Must be vaccinated. Are you vaccinated?

Experience:

• Customer service in a healthcare environment: 2 years (Required)
• call center management: 3 years (Preferred)

Work Location: One location