Lead Operator Services - Full Time - Night Shift

Cedars-Sinai•Los Angeles, CA

21d

About The Position

Grow your career at Cedars-Sinai! At Cedars-Sinai, we're motivated by a collective spirit of innovation and the challenge to continuously improve. Above all, we share a real passion for helping others. Day after day, from department to department, our people give their all to create a community unlike any other. This is just one of the many reasons U.S. News & World Report has named us one of America’s Best Hospitals—and now we invite you to join us and make a difference every single day in service of this outstanding work – excellence and innovation in patient care, research, and community service. You'll work with a team of professionals and have access to new facilities. This will help you achieve something outstanding for yourself and others. What will you be doing in this role? The Operator Services Lead ensures that after hour answering services are delivered and maintained at the highest level. Other responsibilities include providing technical/operational assistance to the Operator Services Assistants so that all emergency calls and the Code Blue panel are answered and monitored timely, calls to the medical center which includes patient information and physician assistance are processed timely and correct. Provide consultative support to senior management regarding operational needs identified through the operations of systems on a daily basis. Work with manager to enforce departmental policies and procedures, training protocols and certification requirements for the Operator Services staff. Develop comprehensive call center traffic reports and make recommendations to ensure patient care is fully supported. Ensure that all assigned shifts are fully staffed at all times. Work closely with the Nursing Department to ensure that all Code Blue notices receive appropriate action. On-call responsibility 24/7 for technical, staffing and emergencies.

Responsibilities

Ensures that after-hour answering services are delivered and maintained at the highest level.
Responsible for department orientation and ongoing departmental/customer service training for all Operator Services assistants
Responsible for the training, certification, monitoring, assessment and evaluation of designated Operator Services staff. Includes individual assessment and training for all support systems, policies and procedures, emergency preparedness, information directories and on call schedules.
Identify training requirements and maintain a continuing professional development program for staff. These programs require forecasting of needs and understanding of emerging trends in the operator and answering services industry which will be of interest to medical center physicians, patients and donors.
Track and maintain monthly call statistics for operator services staff.
Supervises staff to meet requirements for current project and call volume load. Forecasts future workloads to ensure that adequate staffing levels are available. This includes forecasting peak load work times and appropriate vacation/educational training requirements. Takes proactive measures when service levels are trending unfavorably or are missed.
Edit KRONOS at the end of each payroll period. Insure that any necessary Payroll Adjustment forms are submitted and correctly completed.
Identify and utilize appropriate resources for the delivery of services based upon logical assignments of duties. Facilitates resolution of issues escalated to Operator Services management. Insures staff coverage at all times on a 24/7 basis. Maintains a flexible work flow that supports emergent needs within the medical center.
Required to remain current in knowledge of available technology to insure organizational and user requirements are delivered as required.
Other related duties as assigned or required, such as taking calls during peak call volume and taking calls routinely to stay current on call handling and processing, etc.