Lead Communication Center Communications Center

Job Description

Schedule: Monday- Friday with some on-call.

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Childrens is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview

Leads, trains and participates in the day-to-day operations of the Communications Center. Develops and provides continuous training for all Communications Center staff. Designs and programs scripts for operator use. Liaison to Hospital IT Department and external vendors to ensure continuous operation of all Communications Center functions.

Essential Functions

• Leads, trains and develops procedures and documentation for the Communications Center
• Develops and maintains orientation and training documentation
• Trains new employees to the department as well as training existing employees on new tasks
• Provides input on employee performance and assists with coaching and refresher training
• Assists with planning and presentation of educational programs to provide growth and development for the staff
• Identifies opportunities for improvement in overall service capabilities and increased efficiencies
• Develops and maintains documentation of protocol for all Infinity accounts and functions
• Performs technical functions on behalf of the Communications Center
• Serves as the technician and system troubleshooter for the Communications Center
• Acts as a liaison to IT Department, external equipment vendors and other departments regarding communication systems within the facility
• Oversees ongoing maintenance of the Infinity call system
• Programs and maintains scripts in the Infinity call system for operator use
• Provides general support
• Coordinates and provides oversight for on-call schedule process
• Performs operator functions for all services as needed
• Assists manager as needed with additional projects to achieve department success
• Regular attendance at work is an essential function of the job.
  
  

• High School Diploma or G.E.D Required and
• Associates Degree from an accredited college or university in secretarial science, computer science, bookkeeping, business or criminal justice Preferred
  
  

• Minimum 3 years’ experience working in a Call Center, PBX , Communication Center or related experience Required
  
  

• Knowledge of basic leadership and team dynamics principles
• Demonstrate ability to develop and implement staff training programs.
• Demonstrate ability to operate within prescribed budget limitations.
• Ability to interact with other departments related to department services.
• Strong interpersonal communication skills.
• Competency with computer skills and software programs.
• Accuracy in data entry