ADMINISTRATIVE SUPERVISOR-SWITCHBOARD (JOB ID: 40296)

• Interviews, hires and supervises all telecommunication employees assigned to the Switchboard, as well as assign work, maintain coverage for all areas, solving employee issues, and discipline as needed. Completes all training of staff as well as evaluates employee performance to ensure customer service expectations are met and maintains compliance with federal law and hospital policy regarding confidentiality. Completes and reviews employee evaluations on a yearly basis.
• Supervises pager, cell phones, and lap top distribution and maintenance. Providingconsultation and training on usage and conducting minor repairs. Responsible for issuing out WIFI passwords, iPad,and hot spots. Ensures all hardware is logged int database for accuracy and record keeping.
• Assigns, organizes, and publishes bi-weekly schedule to ensure adequate coverage, expectations are met, approves leave time, and ensures overtime usage is kept at a minimum. Oversees scheduling of employees for mandatory and non-mandatory trainings by providing information on trainings and times and coordinates with each employee to assigntimes and ensure registration. Arranges coverage for unexpected absences.
• Liaisons with Nursing Office, State Office Complex (SOC) Police, Admissions and Transportation staff. Refers employee sick calls to Nursing Office or House Officer to ensure adequate patient care services coverage. Works closely with SOC Police regarding visitor restrictions, including assessment of appropriate behavior. Coordinates with patient transportation staff for retrieval of NHH patients from outside appointment.
• Manages and participates in specialprojects such as updating NHH internal phone book. Participates in hospital wide meetings and committees concerning Telecommunications. Develops and creates training and informational documents for switchboard operators and visitor log on database for documentation. Maintains statistical reports and/or spreadsheets for Director of IS.
• Manages phone, MFD's and fax lines for any repairs needed and any new installations. Research cost and resolution for any non-contracted machines. Submits tickets appropriately. Oversees vendors for phone, data, and card reader access for NHH and the installation. Requests quotes and direct invoices appropriately. Logs all vendors on the Vendor Tracking log. Works closely with Facilities in regard tovendors.
• Performs a variety of functions, such as: logging in visitors and communicating with Units for clearance on visitors, and logging data. Responsible for filling out the On Call Sheet and distributing this to the correct departments and maintaining any changes. Answer calls for Public Health after hours and during normal business hours if they close due to inclement weather.
• Responsible for signing off on bills such as: Comcast, Spok pager, cell phone, and our monthly Telecomm bills from TSR's and that work requests had been placed when needed. Keeps a log of monthly telephone bill and TSR bills. Makes sure bills are correct and credits are applied appropriately, by working closely with Financial Services.
• Responsible for troubleshooting issues with Comcast and scheduling replacement of cable boxes when needed.
• Answers phones and attends to hospital visitors. Triages phone calls for the 800 emergency lines and directs calls as required, directing crisis calls to appropriate on-call person. Provides accurate information to hospital staff and visitors, directs vendors and others to appropriate locations. Signs in patient's visitors, checks with patient Unit for clearance, issues visitor passes, and directs visitors to appropriate Hospital Units.

• Conducting periodic (minimum quarterly basis) on site reviews.
• Completing competency-based review, when applicable
• Providing on the spot reinforcement/training on safety issues; referring staff to formal training programs, as appropriate.
• Recording safety relatedinitiatives for annual reporting.

• Participates in the formulation of the mission, philosophy, goals, and objectives for the Department. Carries out same by acting as an agent of the Department within the hospital. Supports the organizational mission, philosophy, goals, and objectives as demonstrated by a positive leadership presence in unit based, departmental, hospital wide, or in public meetings/committees.
• Participates in the process of continuous quality improvement by supporting unit-based quality improvement activities. Demonstrates commitment to customer service values in professional conduct and by promoting such values in assigned staff.