TELECOMMUNICATIONS SUPVSR

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You were meant for Hopkins. Johns Hopkins Howard County Medical Center is a private, not-for-profit, community health care provider, governed by a community-based board of trustees. As a member of Johns Hopkins Medicine, Johns Hopkins Howard County Medical Center is a 266-bed acute care facility that has been serving the community for nearly 40 years. We can offer the most advanced, innovative technology with the collaboration and teamwork typically found in a community hospital. Our exceptional employee development programs offer unlimited career growth potential.

What Awaits You?

• Career growth and development
• Diverse and collaborative working environment
• Paid Time Off
• Affordable and comprehensive benefits package

The Telecommunications Supervisor is responsible for staff scheduling, performance management, coaching, quality monitoring, workforce optimization, and continuous process improvement. This individual serves as a working leader who supports the team during high-volume periods, collaborates with clinical and operational departments, and promotes a culture of accountability, professionalism, and service excellence.

Hours:

Evenings Shift (weekends included)

10:30am - 7:00pm

Location:

Howard County General Hospital

5755 Cedar Lane

Columbia MD

Primary Responsibilities:

• Provide day-to-day leadership and operational oversight for the Telecommunications team.
• Develop staff schedules that ensure appropriate coverage while optimizing productivity and service levels.
• Monitor call center performance metrics, staffing trends, and service levels; implement action plans to achieve departmental goals.
• Conduct regular quality monitoring of calls and alert codes and provide timely coaching, mentoring, and performance feedback.
• Lead monthly one-on-one meetings, coaching sessions, and team huddles to promote engagement, accountability, and professional development.
• Develop and implement training programs, onboarding plans, and continuing education for new and existing staff.
• Foster a positive, collaborative work environment that promotes employee engagement, retention, and excellent customer service.
• Assist with performance management, documentation, corrective action, and adherence to Johns Hopkins Medicine policies and procedures.
• Serve as a resource for complex customer service issues, operational concerns, and escalated situations requiring sound judgment and timely resolution.
• Maintain accurate documentation of employee meetings, coaching discussions, and performance improvement plans.
• Analyze operational reports and call volume trends to recommend workflow improvements and staffing adjustments.
• Build and maintain collaborative relationships with clinical departments, Information Technology, Patient Access, and other operational partners.
• Participate in departmental projects, process improvement initiatives, system implementations, and emergency preparedness activities.
• Serve as a working supervisor by assisting with call handling and providing operational coverage during staffing shortages or high-volume periods

Required Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree in business, Healthcare Administration, Communications, or a related field preferred.
• Minimum of four (4) years of progressive supervisory or leadership experience.
• Demonstrated experience leading customer service teams in a fast-paced, high-volume environment.
• Strong organizational, coaching, and employee development skills.
• Ability to analyze operational metrics and implement strategies to improve performance.

Hear from our hospital president

https://www.youtube.com/watch?v=qj5KuB34gU8

Our competitiveBenefit Packageis designed to support the well-being and financial security of our employees and includes:

• Full medical, dental, and vision plans,
• Retirement plans,
• Paid time off (PTO),
• Tuition reimbursement for you and your dependents,
• Tell a friend and get paid! Ask about our Employee Referral Program Bonus!
• And more! Visithttps://hcgh.mybenefitsjhhs.com/

Important Notices:

***Authorization to Work in the United States:Applicants who require sponsorship now or in the future will not be considered for this position.