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POST DATE 8/16/2016
END DATE 10/18/2016

VCU Health System (Medical College of Virginia) Richmond, VA

Richmond, VA
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Full Time
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Company: VCU Health System (Medical College of Virginia)
Facility: VCU Health System - MCV Hospitals at Richmond
Department: Communications Center

VCU Health Systems Communications Center is seeking a full time Telecom Center Supervisor. Their primary duties will be to establish and maintain good customer relations with the general public, potential clients, caregivers, and fellow employees of the VCU Health System; to problem solve and support staff with any issues that may occur; and demonstrate compliance with all local, state, and federal laws and regulations, including JCAHO standards and VCUHS policies and procedures. Functions performed include, but are not limited to, the following: patient information, physician information, clinic and medical center information, paging and beeper information, emergency communication, patient transfer, and other related services.

Answers incoming calls with courtesy and respect, introducing self and giving a welcome greeting.
Oversees staff operations on the evening shift and acts as back up for the Telepage as required.
Updates and maintains information in department database.
Schedules patient transfers, give appointment information and establishes physician consultations within specified departmental guidelines.
Provides daily supervision and scheduling support for the Communication Center Representatives and Emergency Dispatch.
Guides and aids other team members with any telephone issues, proper producers for handling callers, employee scheduling conflicts or other departmental obstacles.
Supervisors schedules must be flexible in accordance to department staffing need and/or shift requirements.
As a Call Center providing emergency communication and support for all hospital staff, patients and the general public, telephone lines must be staffed 24 hours per day.
The supervisor is required to work some weekends and holidays.
This position works primarily evening shift and rotates on-call nights and weekends with the Telecom Center Manager.


High School diploma or equivalent
Computer courses and/or software application training
Minimum of three (3) years of previous experience in Telecommunications, Call Center or telephone customer service work
Minimum of three (3) years of experience using a personal computer and typing 45+ WPM (typing test may be required)
Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.

Bachelors Degree in Business Administration or a healthcare program or related field
Completion of courses in medical terminology, customer services, etc.
IDX or similar scheduling system training
Emergency Medical Dispatcher (EMD) certification from the National Academies of Emergency Dispatch
Previous experience in a supervisor position, preferably in telephone/customer service area
Full time 2: Evenings Bachelors degree is preferred