This position oversees the daily administrative operations and activities of the Switchboard department. Provides leadership and support to Switchboard supervisors and operators system-wide in a virtual environment. Maintains optimum patient care systems, including staffing, scheduling, general resource allocation, and communication systems. Serves as the main contact for any information system technology issues that arise. Key Responsibilities:•Implements and reviews policies, procedures, and performance metrics. •Works with clinical leaders and emergency response teams in response to medical code calls.•Monitors and manages quality of inbound and outbound calls from colleagues, providers, patients, families, and the general public. •Ensures growth opportunities for staff, balances FTEs in accordance with volumes and performance development for staffing. •Investigates and responds appropriately to patient comments and concerns.•Manages all performance indicators and standard of work tools. Preferred Qualifications:•Previous call center or switchboard leadership experience. Work Experience:•3 years’ leadership experience in healthcare business operations experience in a clinic or hospital setting, or related healthcare industry including demonstrated leadership ability.
Education Qualifications:
Associate’s degree or higher required. Bachelor’s degree required within two years
No certification/licensure required.
FTEEssentia Health
Fargo North Dakota
United States
Telecommunication / Wireless / Cable
(No Timezone Provided)
This position oversees the daily administrative operations and activities of the Switchboard department. Provides leadership and support to Switchboard supervisors and operators system-wide in a virtual environment. Maintains optimum patient care systems, including staffing, scheduling, general resource allocation, and communication systems. Serves as the main contact for any information system technology issues that arise. Key Responsibilities:•Implements and reviews policies, procedures, and performance metrics. •Works with clinical leaders and emergency response teams in response to medical code calls.•Monitors and manages quality of inbound and outbound calls from colleagues, providers, patients, families, and the general public. •Ensures growth opportunities for staff, balances FTEs in accordance with volumes and performance development for staffing. •Investigates and responds appropriately to patient comments and concerns.•Manages all performance indicators and standard of work tools. Preferred Qualifications:•Previous call center or switchboard leadership experience. Work Experience:•3 years’ leadership experience in healthcare business operations experience in a clinic or hospital setting, or related healthcare industry including demonstrated leadership ability.
Education Qualifications:
Associate’s degree or higher required. Bachelor’s degree required within two years
No certification/licensure required.
FTE