SUPERVISOR, PATIENT SUPPORT SERVICES & TELECOMMUNICATIONS

HOURS: Monday through Friday 6:30AM to 3PM. Some weekends and holidays

DEPARTMENT: Transport and Telecommunications

SALARY: $22.00 – $34.74/HR

BASIC FUNCTION AND RESPONSIBILITY:

This position plans and manages daily operations for Telecommunications and Care Team Associate Support 24 hours seven days a week, including holidays and weekends. This position will create and implement policies, procedures, and best practices, and will participate in the preparation and administration of the budget. This role will require a high-priority daily focus on customer service and interaction with patients, staff, and the public.

ESSENTIAL FUNCTIONS:

Assist the Manager in the interviewing, selection, training, and counseling of staff. Manage scheduling and time off requests, covering other shifts as needed in the absence of the Manager. Monitor staff workload and productivity ensuring departmental standards are met. Assist in implementing departmental policies and procedures that are consistent with MU Health Care policies. Identify opportunities for operational and procedural improvements. Instruct staff on changes in policies, procedures, and work standards. Oversee daily operations by planning, assigning, and reviewing work. Demonstrate to staff appropriate methods and procedures for completion of assignments through timely communication and transition of work. 

Review staff work for adherence to appropriate methods, procedures and prompt completion of assignments. Make daily rounds to interact with staff and ensure visibility to patients and visitors. Work with team to resolve issues identified during rounds. Provide training for new hires and ongoing staff. Develop action plans for staff and coordinate corrective action plans such as verbal warnings and written counseling under Manager guidance. Work with department management to proactively eliminate or resolve problems during patient and guest interactions. Develop and implement department-specific action plans to improve service, address employee and customer concerns, and provide favorable resolutions. Work with staff and management to support a culture of compassionate, high-quality service, resulting in positive patient and visitor experiences.Document types of services utilized and provide monthly reports for tracking and trending program effectiveness. May complete unit/department specific duties as outlined in department documents.

KNOWLEDGE, SKILLS AND ABILITIES:

Strong verbal and written communication skills. Detail-oriented team player able to multi-task while working in a fast-paced environment.

SUPERVISION RECEIVED:

General supervision is received from assigned manager.

SUPERVISION EXERCISED:

Functional supervision is exercised over the Care Team Associates Support and Hospital Telecommunication Operations.
Assist in the direct or indirect supervision of Environmental Services, Linen Services, or other assigned Support Services staff as requested.

 

Qualifications

 

REQUIRED QUALIFICATIONS:

High school diploma or an equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired.
Three (3) years of working with the public.
One (1) year of supervisory experience in health care, support services, or retail.

PREFERRED QUALIFICATIONS:

Additional license/certification requirements as determined by the hiring department.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met with or without reasonable accommodation. The performance of these physical demands is an essential function of the job. The employee may be required ambulate, remain in a stationary position and position self to reach and/or move objects above the shoulders and below the knees. The employee may be required to move objects up to 10 lbs.

PERFORMANCE EXPECTATIONS:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job; however, completion of these duties is a measure of successful performance. Employees of this job classification are subject to performance
reviews. Basic function, responsibilities and characteristics duties may change at any time with or without notice.

SAFETY SENSITIVE STATUS:

This job description is considered safety sensitive. This document is a general description of typical job duties, responsibilities and qualifications of employees holding the associated job title. Additional duties, specific qualifications and work emphasis may vary between individual positions.

   
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