Healthcare Telecommunications Supervisor – Evening Shift

Johns Hopkins Howard County Medical Center; Columbia (MD); On-site; USD 30,000 - 52,000; Full time

Benefits offered by this job

Retirement plans

Paid Time Off

Tuition reimbursement

Employee Referral Program Bonus

Job summary

Johns Hopkins Howard County Medical Center in Columbia, MD is seeking a Telecommunications Supervisor to lead the team, manage staff schedules, and drive performance improvements during the evening shift. You will monitor call center metrics, coach staff, and collaborate with clinical and operational partners to ensure service excellence and efficient operations.

Evening shifts, weekends included. Join a not-for-profit community hospital with strong development opportunities and a comprehensive

Qualifications

• High school diploma required; associate or bachelor’s degree in related field preferred.
• Progressive supervisory or leadership experience (4+ years).
• Experience leading customer service teams in fast-paced environments.
• Strong organizational and employee development skills.
• Ability to analyze operational metrics and improve performance.

Responsibilities

• Provide day-to-day leadership and operational oversight for the Telecommunications team.
• Develop staff schedules ensuring coverage while optimizing productivity.
• Monitor call center performance metrics and staffing trends; implement action plans.
• Conduct regular quality monitoring of calls and provide coaching and feedback.
• Lead monthly meetings, coaching sessions, and team huddles to promote engagement.
• Develop and implement training programs, onboarding, and continuing education.
• Foster a positive environment enhancing engagement and customer service.
• Assist with performance management and adherence to policies.
• Serve as a resource for complex issues and timely resolution.
• Maintain documentation of meetings and performance plans.
• Analyze operational reports and recommend workflow improvements.
• Build relationships with clinical and IT departments; participate in projects.
• Serve as working supervisor during high-volume periods.

Skills

Supervisory experience

Customer service

Coaching

Metrics analysis

Staff scheduling

Education

High school diploma

BS preferred

Job description

Johns Hopkins Howard County Medical Center in Columbia, MD is seeking a Telecommunications Supervisor to lead the team, manage staff schedules, and drive performance improvements during the evening shift. You will monitor call center metrics, coach staff, and collaborate with clinical and operational partners to ensure service excellence and efficient operations.

Evening shifts, weekends included. Join a not-for-profit community hospital with strong development opportunities and a comprehensive