Manager, Telecom

BSA Health is an extensive hospital system providing clinical excellence to the Texas Panhandle and the Tri-State area. BSA is acclaimed for its superior quality and customer service.

Job Summary:
The Manager of PBX oversees day to day operations of PBX agents and functions. The Manager of PBX has responsibilities including, but not limited to, staffing, employee development, scheduling and conducting interviews, scheduling and conducting staff meetings, coordination of training, maintenance of radios and equipment, department application support, budget and performance improvement activities and other duties as delegated by the PBX Director.

Essential Duties and Professional Responsibilities:
Manage PBX Agents.
Assure that all employees receive appropriate Departmental Orientation based on Hospital Policy. Complies with the Employee Code of Conduct.
Complete departmental employee’s performance evaluations.
Perform analytical reports as requested.
Assure all three shifts are covered for 24/7 coverage.
Perform managerial responsibilities of interviewing potential new hires and extending offers.
Communicate with courtesy when interacting with internal or external customers, in person on the telephone or via email.
Respect patient privacy and confidentiality.
Manage BSA Contact Center.
Manage and maintain departmental equipment and/or software.

Education/Licensure/Certifications:
2 year Business Management Degree Preferred.

Qualifications/Knowledge/Skills/Abilities:
2 – 3 years of supervisory experience preferred.
Communications experience or experience in a call center environment preferred.
3-5 year’s previous healthcare experience preferred
Demonstrates leadership and management skills in a healthcare environment.
Position requires fluency in English language to function in job environment appropriately.
Must exhibit desire to exemplify the BSA culture, including the BSA Mission, Vision and the BSA Way.
Good interpersonal and customer service skills.
Good organizational and follow-through skills.
Ability to multi-task constantly and tolerate interruptions.
Ability to give directions to others.
Ability to manage the department budget.
Demonstrates strong preventative tactics to manage any type on incident or situation that may arise.
Is well versed in HIPAA laws and keep patient documentation and information confidential.
Has ability to function in an occasionally hostile environment with patients/customers who are ill or hurt.
Possesses the ability to make decisions independently.
Possesses advanced computer skills including knowledge of Microsoft 365, in addition to being able to troubleshoot software/hardware issues.