Supervisor, Telecommunication

OVERVIEW

Telecommunications Supervisor will be responsible for overseeing the daily operations of Switchboard/ locating team and system administrator. This role focusses on ensuring appropriate staff assignments, monitoring work completion, facilitating onboarding and training, conducting performance evaluations, and managing staff effectively. Additionally, supervisor serves as the point of escalation for the team for all aspects of switchboard/locating functions. The Supervisor collaborates with internal partners to address training needs, system/process improvements, and participates in telecommunications operations initiatives.  

EDUCATION 

•    Bachelor’s degree in business, health administration or related discipline
•    Knowledge of telecommunications systems and technologies.

RESPONSIBILITIES

Supervision:
•    Co-ordinate and supervise the day to day operations and providing support to telecommunications team.
•    Prepare team schedule and delegate tasks to ensure proper workflow.
•    Recommend workflow and shift assignment changes to meet operational needs of department
•    Ensure staff compliance with performance expectations, standard processes, policies and procedures in accordance with departmental procedures.
•    Monitoring workflow and reassigns staff to different tasks depending on task priority
•    Implement performance and service indicators.
•    Facilitates team’s huddles and communicate updates to team regularly.
•    Resolve team issues or conflicts and manage concerns and complaints.
•    Facilitate and role model effective customer service and problem resolution
•    Foster an environment which empowers individuals to take ownership and accountability for their actions
•    Maintain and update user details in telecommunications databases.
•    Prepare reports and statistical data as required by administrative staff
•    Monitor incident management reports related to emergency codes and take necessary actions
•    Develop call reports, departmental webforms and templates as required
•    Responsible in payroll entry to be approved by manager and rectify payroll errors in coordination with staff and payroll team.
•    Manage departmental budget, including forecasting, tracking expenditures, and identifying cost saving opportunities.
•    Liaise with external vendors and participates in vendor meetings alongside management as required.
•    Coordinate and provide support for telecom system administrator for system upgrades and testing
•    Required to be on-call for issues escalation and team support
Training:
•    Mentor and counsel employees as needed.
•    Assist with progressive discipline in collaboration with the Manager to ensure employees meet departmental and organizational standards.
•    Coordinate, facilitate and develop training materials and procedure manuals to support new process, efficiencies and innovations among staff.
•    Trains and coaches employees in order to maximize individual and team efficiency. 

Process Review & Improvements:

•    Ensure timely collection, processing and scanning of telecommunications and Release of Information
•    Address any gaps in on-call schedules and communicate changes to team.
•    Conduct process/workflow evaluations and provide recommendations to Manager
•    Investigate Telecommunications incidents and patient complaints and providing process improvement recommendations.

Secondary Responsibilities
•    Assist in coordinating special projects 
•    Works in collaboration with other IMT teams and telecomm system administrator to escalate and resolve any system issues
•    Collaborates with hospital partners for the development of policies and procedures for the telecommunications
•    Participates in the recruitment process, including selection, interview, reference checks, orientation & probationary review.
•    Assist Manager of Telecommunications with system upgrades, testing and validation.
•    Assist Manager, Telecommunications to conduct process/workflow evaluations for other programs and identify and implement performance indicators
•    Assist Manager, Telecommunications to investigate physicians/staff/patient concerns/issues and assist in the resolution of the concerns/issues
•    Assist Manager in developing policies and procedures related to emergency codes and other departmental policies.
•    Identify barriers to exceptional customer service and patient centered care, proposing innovative solutions.
•    Foster trust and builds mutually respectful relationships with stakeholders, including staff, patients and families and act as role model

. Decision Making
•    Daily assignment of staff to cover shortages and projects
•    Selection and design of training materials
•    In collaboration with Manager, provide after-hours on-call operational support to staff
•    Assists manager in reviewing, evaluating and improving departmental processes.
•    Budget management including forecasting, tracking expenditures and cost saving initiatives.

QUALIFICATIONS

•    Minimum 2-3 years supervisory experience in a related position, an asset
•    Minimum 5 years of hospital experience in Telecommunications is preferred
•    Excellent organization and time management skills, and ability to deal with competing demands
•    Demonstrate excellence in communication, team building and analytical skills
•    Previous customer service experience within hospital setting required.
•    Candidate must be comfortable presenting to hospital stakeholders
•    Knowledge of Windows and Microsoft Office Suite products
•    Advanced knowledge of Microsoft Excel is required
•    Ability to prepare reports in a comprehensive manner
•    Experience in staff training and development of training material
•    Experience with Phones, Nursecall, Connexall, Vocera systems an asset.
•    All employees of Michael Garron Hospital (MGH) agree to work within the legislated practices of the Occupational Health and Safety Act of Ontario
•    All employees of MGH are responsible to contribute to a transparent culture of patient and staff safety by adhering to and abiding by patient and staff safety policies and procedures set by MGH.
    

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption pursuant to the Ontario Human Rights Code.