Telecom Center Operations Support- Lankenau Medical Center (Onsite)

Come be our next Telecom Center Operations Support in Wynnewood, PA!

Shift: 8:00am - 4:40pm, Monday through Friday (some holidays as needed)

• Make an Impact!

  The Telecommunication department supports the routine and emergency activities for the health system’s four acute care hospitals and acts as a support to the rehabilitation hospital during its off hours. The department operates on a 24-hour, 7 day a week schedule and is the first point of contact for external and internal inbound callers. The team works in a fast paced, multi-line environment encountering situations ranging from simple to complex and must be able to make immediate, independent decisions and take decisive action to preserve life and property. The Telecom Center Data Analyst holds a senior level role in the Telecommunication department serving as a point of contact to provide exemplary customer focused telecommunication services for the Main Line Health facilities. The Telecom Center Data Analyst serves as the initial point of contact for telecommunication operator related activities, challenges and projects, mentors / motivates staff, addresses workflow and all technical aspects to promote a satisfactory patient experience, conducts service recovery with patients and partnering Main Line Health departments to meet and exceed department/ organizational goals, supports the development of staffing models and schedules as well as contributes to ensuring operational effectiveness aligns with budgetary compliance. The Telecom Center Data Analyst is responsible for completing each aspect of the emergency activation process. This would include swiftly and accurately capturing all information relayed by the caller while utilizing error prevention tools to make audible announcements via the overhead broadcast system in addition to pager activation. Emergency activation processing includes documenting in detail each emergency activation, including but not limited to a full, concise description of the event details i.e. date, time, location, emergency type as well as any processing errors - incorrect or missing information, processing delays and equipment failure.

• Develop and Grow Your Career! This position is eligible for up to $6,000 per year! Invest in furthering your education by seeking certifications or advanced degrees by taking advantage of our Tuition Reimbursement!
• Join the Team! Like our patients, the Main Line Health Family encompasses various backgrounds and abilities. Just as each of our patients requires a personalized care plan, each of our employees, physicians, and volunteers bring distinctive talents to Main Line Health. Regardless of our unique design, we all share a purpose: providing superior service and care.
• Position-Specific Benefits: up to 160 hours of paid time off per year. We also offer several employee discounts for various activities, services, and vendors... And employee parking is always free!

Experience:

• A minimum of (5) years of experience mentoring and motivating call center staff to achieve desired results required.
• A minimum of three (3) years working in a fast-paced 24/7/365 call center environment required.
• Familiarity with the healthcare industry, including critical code communications and HIPAA laws and regulations.
• Familiarity with Erlang fundamentals or comparable tools to assist with projection of staffing requirements with a focus on budgetary compliance.
• Previous process improvement and project management responsibilities, preferably in correlation with a Public Safety Communications system migration or upgrades
• Demonstrated ability with the call center platform (Cisco) and reporting required.
• Ability to lead by example, demonstrating professionalism, accountability, a positive outlook, solutions focus, resourceful, exceptional prioritization, organizational and problem-solving skills with keen attention to detail, while maintaining flexibility with ever-changing deadlines and priorities.
• Strong written and verbal communication skills to explain critical processes and procedures.
• Strong documentation skills, noting dates, times, and narratives.
• Strong analytical skills to interpret and drive data to maximize workflows to meet goals.
• Ability to effectively collaborate with all levels of the organization.
• Power-user-level skills in Microsoft Excel and Microsoft Word
• Must exhibit strong interpersonal skills.

Education:

• Minimum of a Bachelor’s degree or a minimum of 10 years of experience mentoring and motivating call center staff to achieve desired results