In this position, the PBX Supervisor demonstrates knowledge of all operations of the PBX department. The supervisor is responsible for training and orienting new staff as well as providing ongoing training to current staff related to new processes or changes to current processes. Functions in the role of PBX Operator. Supports staff. provides 24 hour processing of all inbound calls from the public at large and internal users, providing general information and caller connecting support through use of the Public Branch Exchange and acts as a resource and mentor for all PBX operators.
Essential Duties and Responsibilities
Ensures adequate staffing to meet demands of department; creates and monitors schedule, considers PTO requests for approval.
Reviews, edits and approves time cards for PBX staff within required timeframe..
Completes performance evaluations on direct reports within established timelines.
Addresses complaints and concerns and works with Director to bring to resolution.
Respects and appreciates individual differences in perspective and background; recognizes others as individuals by showing respect for their beliefs/values and treating them with fairness and understanding.
Identifies training needs and orients new PBX employees
Acts as a resource to PBX employees.
Assists with communication and implementation of department and hospital initiatives.
Encourages and uses positive human resource practices throughout the department, including mentoring, performance management techniques, setting objectives, providing feedback, evaluating results, defining roles and responsibilities with direct reports, training and developing staff using coaching/counseling to improve or sustain performance and making effective hiring, disciplinary and termination decisions
Holds staff accountable to performance and behavior expectations. Brings issues to the attention of Director and follows up with staff as appropriate and in a timely manner.
Guides others to develop effective communication skills and assists in orientating and training staff.
Displays positive demonstration of service behaviors of the organization
Develops and maintains competency materials to orient new staff.
Participates in interview process and makes hiring decision for selection of new staff.
Answers, directs, prioritizes and refers telephone calls and messages
Triages calls according to priority and urgency, transferring, paging and dialing calls as necessary
Assists Flight Communication Center with alarms and flight protocols when necessary
Maintains confidentiality of patient information at all times.
Accesses information via electronic means to appropriately respond to callers.
Protects confidentiality and access to information to perform functions of the job (i.e., information in EMR, MD Sync Net, etc.)
Education, Experience and Licensure/Certification Requirements Requirements are
representative of the minimum level of knowledge, skills and/or abilities necessary to perform the essential functions of the position
High School Diploma or equivalent
Minimum of three (3) years current PBX experience
Ability to communicate effectively and diplomatically within a multi-functional team
Strong organizational skills and attention to detail
Ability to successfully function in a fast paced, service oriented environment
Experience in understanding and usage of computers as well as the ability to learn applications relevant to the position
SCL Health is a faith-based, nonprofit healthcare organization that operates eight hospitals, four safety net clinics, one children’s mental health center and more than 190 ambulatory service centers in three states – Colorado, Kansas and Montana. The health system includes 15,000 full-time associates and more than 500 employed providers.