As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
This position provides leadership, daily management and oversight of 24x7x365 call center operations. This is a working supervisor who is required to perform the standard duties of an operator and participate in daily operational functions during staffing shortages.
The Supervisor is responsible for the overall operations of the DV Switchboard and Access Operator team, including developing, implementing and continual improving upon processes to ensure quality work and adherence to Nemours policies and standards, and regulatory requirements. The Switchboard Supervisor assures that a high performance work team is developed through coaching, mentoring, and daily briefings. Ensures daily real-time management by providing associates with the proper tools and educational opportunities needed to perform successfully. The Supervisor, with input from department leaders maintains ultimate responsibility for selection and hiring, discipline and performance management of all staff. Establishes and maintains collaborative relationship with other departments. Supports the mission, vision, values and strategic initiatives and demonstrates a commitment of quality service to our patients and their families.
Manage complex staff schedule
Flexible availability - The Switchboard is considered “Essential Personnel”. Therefore, it is necessary to make arrangements to report in on severe weather days.
Provide development opportunities for associates
Investigate and respond to customer complaints with appropriate follow up and in a timely manner
Weekly auditing of the teams’ calls for quality
Daily, weekly and monthly reporting on performance metrics and delivery of monthly scorecards
Frequent one on ones with the associates
Facilitate staff meetings
Uses problem solving skills to identify root causes and implement process improvements
Deliver a positive patient and family experience in all encounters
Responsible for participation in departmental and hospital programs.
After hours On Call when needed
Cross Training in ED
Minimum of 3 years in a supervisor positon or comparable leadership role
Associates Degree preferred
Superior written and verbal communication skills
Excellent customer service skills including complaint resolution and service recovery
Microsoft Excel skills at an intermediate level and currently using on a daily basis
Healthcare experience a plus
Call Center experience required
Excellent computer skills
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is a pediatric health system of hospitals and specialty clinics serving children and families throughout the Delaware Valley and Florida. Our dedicated professionals integrate medical care, research, health education, and prevention to help improve the lives of children every day.