Supervisor Telecom Operator – Orlando Health – Full Time

Position Summary

Orlando Health is a 3,200-bed system that includes 15 wholly-owned hospitals and emergency departments; rehabilitation services, cancer institutes, heart institutes, imaging and laboratory services, wound care centers, physician offices for adults and pediatrics, skilled nursing facilities, an in-patient behavioral health facility, home healthcare services in partnership with LHC Group, and urgent care centers in partnership with CareSpot Urgent Care. Nearly 4,200 physicians, representing more than 80 medical specialties and subspecialties have privileges across the Orlando Health system, which employs nearly 22,000 team members. Areas of clinical excellence are orthopedics, heart and vascular, cancer care, neurosciences, surgery, pediatric specialties, neonatology, women’s health and trauma

Position Summary

The Supervisor of Telecommunications Operators oversees the daily operations of the Corporate Telecommunications department

by providing leadership, guidance, and mentoring of Telecom Operators. Support includes creating schedules to provide 24×7

coverages, setting departmental standards, documentation, training, and example setting of outstanding customer service. Activities

require overseeing the processing of high volume and often critical calls, receiving Engineering and Clinical Engineering work orders,

paging physicians, critical clinical staff, and service technicians.

Responsibilities

Essential Functions

• Assists the Telecommunications Manager in establishing and implementing policy and procedures for the Corporate

Telecommunications Department.

• Assists the Telecommunications Manager in developing and maintaining a budget for the Telecommunications Department.
• Ability to analyze and report on call center metrics.
• Insures employee work schedule is prepared according to forecasted call volumes requirements.
• Maintains appropriate staff level, performs interviews and makes hiring decisions in conjunction with the Telecommunications

Manager.

• Coaches and counsels staff to maximize their performance.
• Issues both Wide Area and In-house pagers and effectively tracks inventory.
• Troubleshoots equipment and systems in the department and notifies appropriate party to insure equipment problems are

resolved in a timely manner.

• Serves as first point of contact for complaints and emergencies affecting their area of responsibility and takes appropriate action

to resolve.

• Implements procedures for processing codes and traumas calls quickly and accurately and monitors staff to insure they do the

same.

• Provides assistance to and servers as a mentor to telecom operators and telecom operator leads.
• Maintains current schedules of on-call personnel and ensures staff is made aware of changes or updates to call schedules.
• Operates and provides basic troubleshooting for specialized computer systems/consoles used to facilitate the rapid processing

of messages, work orders and service requests where appropriate.

• Answers and processes a high volume of calls accurately, professionally and with outstanding customer service when necessary.
• Monitors various alarm systems in the work area to quickly and efficiently notify appropriate personnel when an active alarm is

received and monitors staff to ensure they do the same.

• Ability to read, interpret and follow processes, policies and procedures and other related documents.
• Dispatches appropriate personnel by radio or paging system.
• Familiar with HICS and able to function during emergency situations.
• Initiates overhead pages accurately and professionally.
• Maintains flexibility in work schedule in order to meet the needs of the departments 24/7 operations, including weekend and

night shifts.

• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal,

state and local standards.

• Maintains compliance with all Orlando Health policies and procedures.

Qualifications

Education/Training

Associates degree required. High School Diploma or equivalent and two (2) years of directly related work experience may substitute

for Associate’s degree (in addition to the requirements listed in the Experience Section)

Licensure/Certification

None.

Experience

Three (3) years of Call Center experience is required, including a minimum of one (1) year in a Lead role.

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