PBX Call Center Supervisor - Full Time

POSITION SUMMARY

Reporting to the Manager of Emergency Response and Safety, the Supervisor of PBX is responsible for the day-to-day activities of the PBX Call Center; Specifically oversees the staff and assures adherence to established policies and procedures as well as sufficient staffing; Has accountability for the coordination of Customer Service delivery; Supervise PBX Call Center Associates on a day-to-day basis including high-quality standards, sufficient staffing coverage and adherence to established policies and procedures.  Assists the Manager as needed with any other duties as assigned. In addition, this role is solely in charge of Decedent Affairs and must ensure the decedent’s processes are completed correctly every time.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsible for supervising staff

1.Supervise PBX Call Center staff on a day-to-day basis including maintaining high standards, sufficient staffing coverage and adherence to  established policies and procedures

2.Responsibilities include daily operations of PBX staff, posting physician on-call schedule changes and any other activity that will affect the operation

3.Complete scheduling  for PBX staff on a monthly basis assuring that PTO is scheduled as requested with the established department policies / procedures.

4.Follow-up on Kronos edits prior to established time frame and verify all Associates have submitted the correct information to payroll

5.Prepare and present all staff evaluations and competency assessments in a timely manner

6.Train and support PBX staff in the correct operation of all features of the PBX system

7.Train staff on maintaining patients’ privacy rights and HIPAA compliance

8.Train staff on Customer Service

9.Empowers PBX Operators to provide excellent customer service. Ensure operators understand expectations and parameters.

10.Completes Monthly disaster radio check.

11.Conducts satellite phone verification monthly.

Responsible for Decedent Affairs

1.Provides oversight of all personnel, regardless of department, as they provide care for the expired patient.

2.Supportive care for a family of deceased patients via phone and face-to-face meetings

3.Assist with religious, social services, and financial referrals for burial services

4.Provides Bereavement and grief support tools to families

5.Implementation of decedent affairs manual in each clinical unit

6.Assist staff in physical processing of decedents for mortuary and Coroner discharge

7.Ensures morgue processes are followed and high-quality decedent care delivery

8.Familiar with HIPAA, mortuary release protocols, and Coroner criteria

9.Provides technical and professional support as needed to the public and physicians of the Medical Center.

10.Facilitates education of Employees, Medical Staff, and mortuary personnel on Decedent Affairs

11.Ensures compliance with regulatory requirements and legal documentation requirements

12.Partners with the Administrative House Supervisor to facilitate the Decedent Affairs Log for evenings, nights, weekends, and holidays

13.Monitor the morgue for maintenance issues, logs, and temperature control

14.Ensures the morgue is not full and works with familiesys, vendors, the and coroner’s office to keep the morgue from not being full.

15.Correspond with physicians to ensure timely completion of decedent causes of death / state attestation

16.Frequent collaboration with Coroner’s office and Mortuaries providing decedent medical record information and appropriate release

17.Creating high-level reports (Patient Death report, One Legacy report, Departmental inpatient / ED statistics report)

18.Reviews medical records of deceased patients to determine the proper channel of release to ensure compliance with hospital policy and legislative regulations

20.Ensure policies and procedures align with HIPPA requirements

21.Maintain a centralized source for information enabling operators to cover outages, emergencies and disasters which effect disruption of telephone service to the hospital.

22.Proficient in the utilization of appropriate office equipment, including the computer systems and programs. Utilizes equipment and supplies efficiently.

23.Participates in relevant in-service training and other self-directed learning activities that promote growth in position responsibilities.

24.Complete all required training as assigned in a timely manner.

25.Routes all incoming calls appropriately and maintains appropriate telephone records.

26.Operates the public address system consistent with established Hospital policies and procedures.

27.Accurately completes and maintains all necessary logs, records, and forms which are required by Hospital.

28.Ensure all PBX equipment is in proper working condition and department and PBX rooms are clean.

29.Assists Manager as needed, as well as associated activities that could possibly effect the department

Other duties as assigned.

POSITION REQUIREMENTS

A.   Education

• High School Diploma or equivalent
• Preferred : Associates degree and / or completed courses in leadership or management

B.  Qualifications / Experience

C.   Special Skills / Knowledge

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