Supervisor, OHMG Access Center, Downtown Orlando - Orlando Health

Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you.

Job Summary 

The Supervisor, Corporate Call Center directs, administers, coordinates and supervises staff in the operation of computerized telephony systems in the Orlando Health Corporate Call Center. The Supervisor, Corporate Call Center is primarily charged with the following functions.

Orlando Health Medical Group Access Center Department 

****Located in Downtown Orlando****

Essential Function

• Supervises related functions and teams within the Call Center work area.
• Establishes and implements policy and procedure.
• Develops and maintains budget in conjunction with the Telecommunications Manager.
• Maintains detailed call volume statistics for the department.
• Insures employee work schedule is prepared according to projected call volume requirements.
• Maintains appropriate staffing levels; performs interviews and makes hiring recommendations.
• Insures staff receives appropriate training and orientation.
• Coaches and counsels staff to maximize performance.
• Issues both Wide Area and In-House Pagers and effectively tracks inventory.
• Troubleshoots all equipment and systems in the department and notifies appropriate party for repairs.
• Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
• Maintains flexibility in work schedule in order to meet the needs of the departments 24/7 operations.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Collects, distributes and archives ACD data for all applicable Orlando Health departments.
• Supervises Telecommunications Team Leaders to maintain effective team performance.
• Serves as a liaison between Telecommunications Team Leaders, Group Leaders and Telecommunications Manager.
• Oversees the maintenance of the department facilities and equipment.
• Carries pager and serves as “1st call” for the department.
• Performs other duties as directed.
• May serve on Committees and/or Projects as assigned by Telecommunications Manager

Education/Training

• Associate’s Degree required in healthcare, hotel/hospitality, telecommunications or business. Computer literacy required.

Experience

• Three (3) years’ experience in large PBX/telephone/answering service operation.