Summary

FTE 1.0 (40 Hours weekly)

Lead Operator will help to fill open shifts if needed, including second and third shift. Alternating Weekends and Holidays may be required.

Job Description

POSITION SUMMARY: The Lead Switchboard Call Center Operator provides daily direction for the Switchboard and Answering Service Call Center, while performing all the essential functions of a Switchboard Operator. The Lead is also responsible for the creation and implementation of monthly schedules and provides administrative functions for the Switchboard Call Center.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

• Consistently meets standards of all Switchboard Operator job functions.
• Oversees daily operations of the Switchboard Operators, monitoring overall and individual performance. Demonstrates a customer oriented focus and promotes this demeanor amongst the team in order to advance the growth and developmental opportunities of others. Resolves problems and initiates potential solutions in the Switchboard Call Center’s Supervisor’s absence.
• Assigns, activates and recodes all pagers for LGH, WBH, SOP and Answering Service Call Center clients. Ensures spare pagers are available at all times. 
• Oversees compilation of LGH departmental on-call schedules and disseminates the 24-hour coverage to appropriate areas.
• Assists with switchboard equipment upgrades, system outages and projects.
• Maintains policies, procedures, and service standards, and enforces the application of these standards. Oversees annual review and change process.
• Creates monthly departmental backup reports and operational statistics, assists with data entry and on-call process. Ensures the practice calendars are up-to-date, as well as Directory updates remains current.
• Prepares staffing schedules and ensures coverage is arranged at all times while following the organization’s guidelines for use of PTB. Assists with time and attendance when necessary.
• Assists with selection of new Switchboard Operators. Supervises the initial training and ongoing competencies of all switchboard operators. Gives input and assists with preparation and administration of Switchboard Operator Performance Appraisals.
• Assists in covering the switchboard in times of shortages.
• Assists department supervisor with huddle activities.

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

• Assists supervisor with administration of departmental and client meetings, including taking, recording and disbursing minutes for these meetings. Ensures continuing education of employees.
• Maintains adequate office supplies and equipment to support Switchboard operations.
• Acts as liaison between Switchboard Call Center and call center clients.
• Assists with operational elements related to EPIC.
• Assists with onboarding of new clients.
• Other duties as assigned.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

• High school diploma or equivalent (GED).
• Three (3) years of switchboard or related customer service experience.
• One (1) year supervisory/leadership experience.
• One (1) to two (2) years computer experience.
• Strong interpersonal skills.
• Strong experience and familiarity with PC based console and PC based software applications.
• Strong written and verbal communication skills.

PREFERRED QUALIFICATIONS:

• Customer service experience in a healthcare environment.

COGNITIVE REQUIREMENTS

Attention/Concentration: The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others.

• The position requires the ability to attend to more than one aspect of a situation simultaneously. It is highly likely that multiple task demands are going to be required of the individual at the same time.

New Learning and Memory: The following level of ability is essential for the jobholder to learn and retain material.

• The position requires that an individual be able to learn new tasks quickly and effectively. Job requirements change frequently. The ability to understand and carry out detailed, involved instructions in mandatory.

Problem Solving, Reasoning and Creative Thinking: The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought.

• The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions. Some independent thought, planning or origination of options and solutions is necessary. The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

APTITUDES: The following are essential requirements of the position in relation to job-worker situations. These items describe how a worker must adapt, adjust, conform or act.

Leadership, control and planning: Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.

Creativity, feelings or ideas: Ability to adapt to situations involving the interpretation of feelings, ideas, or facts in terms of personal viewpoint; to use creativity, self-expression, or imagination.

Influencing others: Ability to influence people in their opinions, attitudes or judgments about ideas or things; to motivate, convince or negotiate.

Repetitive work: Ability to continuously perform the same type of work for extended periods of time, according to set procedures, sequence or pace.

Working within tolerances, set limits or standards: Ability to adapt to situations requiring the precise attainment of set limits, tolerances, or standards; to be precise, thorough, exacting, or meticulous in regard to material worked; or in activities such as numerical determinations, record preparation, or inspecting.

Performing under stressful conditions: Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations, or in situations in which working speed and sustained attention are critical aspects of the job. Is subject to danger or risk, or to tension as a regular, consistent part of the job.

Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

Communication: Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.

Planning and control: Ability to identify task requirements and monitor progress toward accomplishment.

Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.

EQUIPMENT USAGE REQUIREMENTS

Equipment/Tools: PC Based Console, telephone, printer, pager, simplex computer, voice mail system, office supplies.

Software: E-mail, Microsoft Office applications, Phone software applications.

PHYSICAL REQUIREMENTS

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement:

• Sit: Frequently
• Stand: Rarely
• Walk: Frequently
• Bend: Rarely
• Push: Rarely
• Pull: Rarely
• Kneel/Squat: Rarely
• Reach: Rarely
• Twist: Rarely
• Balance: Rarely
• Climb: Rarely

Lifting: Degree of physical exertion is: Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.

Sensory Abilities specifically required:

• Vision
• Hearing

PHYSICAL ENVIRONMENT

WORKING CONDITIONS: Exposure to hazardous conditions/ materials is negligible.

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely.

Benefits At A Glance:

PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:

• 100% Tuition Assistance at The Pennsylvania College of Health Sciences
• Paid Time Off and Paid Holidays
• Shift, Weekend and On-Call Differentials
• Health, Dental and Vision Coverage
• Short-Term and Long-Term Disability
• Retirement Savings Account with Company Matching
• Child Care Subsidies
• Onsite Gym and Fitness Classes

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

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