Hospital Call Center Leader: 24/7 Ops & Emergencies

MedStar Health; Washington (District of Columbia); On-site; USD 49,000 - 87,000; Full time

Job summary

MedStar Health's Georgetown University Hospital is seeking a Call Center Leader to oversee 24/7 operations, ensuring safe, efficient, uninterrupted communication services and system reliability across the hospital.

You will lead a team, coach staff, manage paging and emergency notification platforms (SPOK), maintain critical databases, and support training, inventory, and incident response.

Qualifications

• Bachelor's degree preferred.
• High School Diploma or GED required.
• One year of relevant education may substitute for one year of required work experience.

Responsibilities

• Oversee day-to-day Hospital Call Center operations 24/7.
• Supervise Call Center associates with leadership coaching and performance feedback.
• Serve as frontline escalation point for paging, emergency codes, and service disruptions.
• Monitor staffing, call volume, and coverage to ensure adequate staffing during peak periods.
• Assist onboarding and training of new associates on paging protocols and emergency procedures.
• Provide technical expertise on hospital communication systems including phones, pagers, and directories.
• Maintain and update critical communication databases and escalation pathways.
• Manage inventory and distribution of telecommunication equipment including pagers.
• Support emergency preparedness and hospital incident response.

Skills

Leadership

Healthcare telecom

Written and verbal communication

Emergency procedures knowledge

Paging technologies familiarity

Staff coaching

Customer service

Education

Bachelor's degree preferred

High School Diploma or GED required

One year educational substitution for work exp

Tools

SPOK

Job description

MedStar Health's Georgetown University Hospital is seeking a Call Center Leader to oversee 24/7 operations, ensuring safe, efficient, uninterrupted communication services and system reliability across the hospital.

You will lead a team, coach staff, manage paging and emergency notification platforms (SPOK), maintain critical databases, and support training, inventory, and incident response.