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Description

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Job Summary: This position serves as the front line supervisor, supervising and coordinating the duties related to the operation of shift activities of telecommunications systems.

Description of Job Responsibilities:

+ Ensures that telecommunications equipment is properly maintained and in good operational order to facilitate staff effectiveness. Maintains familiarity with trends in equipment technology and availability.

+ Makes recommendations for changes or modification of policies and procedures. Alerts employees to technological and procedural changes. Provide suggestions to counteract consequence of error, ensure staff are knowledgeable on all emergencies, and provide support to eliminate inconsistencies.

+ May identify training needs and provides training for staff based upon established policies and procedures.

+ May serve as backup for central operator when needed. Provide upper level assistance to irate callers, Patient relation complaint and system problems/concerns that’s beyond the scope of the MTSP’s to ensure the integrity of UNC healthcare system maintain secure. Monitors and analyzes quality and quantity of employee performance. Assures that requirements of callers, patients, and staff are met.

+ Monitors adherence to specific protocols in handling of emergency situations. Track performance and make recommendation for re-training to eliminate deficits in operations. Provide feedback to guarantee customer service efficiency and establish a consistent flow of communication across the shifts for the staff.

+ Receives and compiles departmental call schedules into a master schedule. Prepares reports for management. Act as back up to the MTSP regarding schedules by editing/updating pager status, physician and staff information and ensure that documentation is updated in the system directory.

+ Recommends or assists in personnel functions including hiring, promotions, transfers, training, leave requests, time sheets, and performance evaluations. Counsels employees and takes disciplinary action in accordance with UNCHCS policies and procedures. Support the department by monitoring shift changes and staffing needs that could impact call volume and metrics.

+ Schedules personnel for daily shift operations and ensures proper distribution of assignments. Resolves problem situations. Proactively arrange schedules to cover shortage due to call outs and unanticipated high call volumes while ensuring overtime is limited.

Education Requirements: High School diploma or GED

Licensure/Certification Requirements: No licensure or certification required.

Professional Experience Requirements: Three (3) years of experience in a telecommunications or dispatching

Physical & Mental Requirements: Please click this link to access the Physical & Mental Requirements (https://unchcs.sharepoint.com/teams/myHRPortal/Shared%20Documents/Compensation/Teammates%20Guide%20-%20Physical%20%26%20Mental%20Requirements.pdf) Category for this job.

Other Information

Job Details

Legal Employer: NCHEALTH

Entity: UNC REX Healthcare

Organization Unit: Rex Customer Services

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $20.53 - $29.23 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Onsite

Work Schedule: Rotating

Location of Job: US:NC:Raleigh

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.