Supervisor, PBX & Emergency Response - OC Hospital

City of Hope; Irvine (CA); On-site; USD 50,000 - 80,000; Full time

Job summary

Join a transformative team dedicated to changing lives at an established healthcare organization. As a Supervisor for PBX & Emergency Response, you will lead a dynamic team in a fast-paced call center environment, ensuring exceptional service delivery and operational excellence. This role requires a proactive leader who can streamline processes, manage staffing, and maintain high service standards. With a commitment to regulatory compliance and staff development, you will play a crucial role in supporting the mission of delivering critical healthcare services. If you're passionate about making a difference and thrive in a collaborative environment, this is the opportunity for you.

Qualifications

• 7+ years of experience in a related field, preferably in healthcare.
• Strong leadership skills with a focus on staff management and development.

Responsibilities

• Supervise daily operations of the PBX Call Center and manage staff schedules.
• Monitor service levels and implement standard operating procedures.

Skills

Customer Service

Staff Management

Operational Oversight

Process Improvement

Education

High School Diploma

Leadership or Management Coursework

Tools

ReddiNet

Everbridge

Voicera

Job description

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago, and Phoenix. Our dedicated and compassionate employees are driven by a common mission: to deliver the cures of tomorrow to the people who need them today.

Position Overview

This role reports to the Manager of PBX and Emergency Preparedness. The Supervisor, PBX & Emergency Response, is responsible for the day-to-day activities of the PBX Call Center. Specifically, they oversee the staff and ensure adherence to established policies and procedures, maintain sufficient staffing levels, and coordinate customer service delivery. The supervisor will also assist the manager with additional duties as assigned.

Key Responsibilities

1. Supervise the daily operations of the PBX Call Center.
2. Assist with coaching, counseling, and disciplining staff by monitoring, reviewing, and appraising performance.
3. Manage staffing coverage by maintaining staff schedules and coordinating coverage as needed.
4. Monitor service levels and adjust operations to meet service goals.
5. Streamline processes, monitor metrics, and implement standard operating procedures.
6. Support training and development to ensure regulatory compliance.
7. Coordinate maintenance and testing of equipment, alarms, supplies, and report issues; facilitate repairs or replacements.
8. Maintain on-call schedules, including AOC and other emergency schedules.
9. Conduct ongoing call audits to ensure transfer accuracy and minimize delays.
10. Coordinate communication messaging across internal and external systems such as ReddiNet, Everbridge, Voicera, etc.
11. Maintain and coordinate reporting for EOC/Safety, ReddiNet, and Everbridge.
12. Maintain a centralized directory of contacts and other essential information.
13. Address issues and concerns professionally and with urgency.

Qualifications

Applicants should have:

• High School Diploma or equivalent.
• At least 7 years of related experience.
• Preferred: Experience in a healthcare call center or operator environment, and coursework or degree in leadership or management.

City of Hope offers pay based on experience, qualifications, and work location.

City of Hope is an equal opportunity employer. To learn more about our comprehensive benefits, click here.