1+ months

TELEPHONE COMMUNICATIONS SUPERVISOR

University of Washington
Seattle, WA 98104

TELEPHONE COMMUNICATIONS SUPERVISOR

Req #: 193609
Department: HMC - TELECOMMUNICATION
Job Location: Harborview Medical Center
Posting Date: 07/28/2021 
Closing Info: Open Until Filled 
Salary: $2,903 - $4,149 per month 
Union Position: Yes
Shift: First Shift 

As the region's only Level I Trauma center, Harborview Medical Center (HMC) is well known for innovations and excellence in trauma care and its centers of emphasis:  Trauma, Burn, Neurosciences, AIDS/STD, Center for Advanced Reconstruction and Rehabilitation (CARER), and mentally-and medically- vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UWs School of Medicine. The UW is proud to be one of the nations premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.

HMC Telecommunications has an outstanding opportunity for a full time day shift TELEPHONE COMMUNICATIONS SUPERVISOR.

The Telephone Communications Supervisor is a working operator with additional responsibilities, including monitoring and assessing the job performance and efficiency of the operators assigned to his/her shift. Working in the sole Level 1 trauma hospital serving four states (WAMI region Washington, Alaska, Montana and Idaho), Lead Hospital Operators have  delegated authority to make urgent and critical operational decisions,  including crisis-driven moves to, and set-ups at, alternate off-site workspaces. As a key component in the hospitals mission of providing quality patient care and leadership in disaster management, Harborviews communication services must always remain a viable 24/7 resource.

Provide expert communication services (telephone, cell phones, alpha and numerical paging, overhead announcements, on-call schedules, computer programs, UWATS, and database management) for the sole level 1 trauma center in the Washington, Alaska, Montana and Idaho (WAMI) region.  This includes expertise in state-of-the-art computer software to manage the medical centers emergency response teams, including critical life-support code calls.

A Telephone Communications Supervisor is expected to:

Model UW Medicine service culture principles and HMC/departmental policies in daily practice; Display resourcefulness and innovation in decision making and problem solving; Resolve conflicts tactfully, flexibly and diplomatically; Motivate, stimulate and positively influence others; Promote organizational philosophy.

In a Level 1 trauma hospital, and within a critical 24/7 department like Communications, all employees are considered essential staff, and must have a working personal communication system (home phone, cell phone, alternate contact information) in order to be contacted or left at message. This position must have the ability to come to work as needed to ensure the delivery of expert communication services, despite conditions.

Must have the ability to work a flexible schedule, including additional hours if needed, for the provision of quality patient care. Must be able to rotate to all shifts as needed.

A Telephone Communications Supervisor has delegated authority that includes:

Regularly assigning, instructing and monitoring the work of the hospital operators. This includes: Effectively monitor and troubleshoot situations to ensure the smooth operation of  communications center; Ensuring the accurate and timely delivery of code call information for all employees assigned to his/her shift; Monitoring employee punctuality for shift arrival and departure times, and break and lunch schedules; Handling unexpected and unscheduled staff absences by filling vacancies; Participate in interview processes; Train and evaluate new employees; Recommend re-training opportunities and disciplinary actions.

This position may act upon leave requests, assist with the development of the departmental work schedule, round with employees on the assigned shift, and will bring any operational issues to the attention of the Assistant Director or Program Supervisor

Monitor the hospitals Amtelco systems and troubleshoot as necessary to ensure the viability of 24/7operations.

Expertise in communication back-up systems and alternate disaster site set up protocols. Lead drills and assess operator/departmental readiness for disaster procedures.

Gather, verify and enter any data received for medical services on-call scheduling. Oversee all aspects of the on-call schedule. Enter rotation sheet and information updates into the computer.  Make on-call schedule changes as needed.

Verify departmental and staff contact/operational information and update as needed.

Proactively lead the department in a number of various operating strategies in order to enable the hospitals 24/7 communication services at all times, including disasters.

Respond to customer concerns and complaints, and provide resolution.

Support staff by sharing knowledge of HMC operations and assisting them with appropriate protocols.

In a confidential and sensitive manner, triages patient information calls to appropriate physician/unit/department.

Coordinates the medical centers need for interpreter services personnel.
  
Key role in the medical centers patient safety initiatives.

Switch-out pagers and/or batteries as needed.

Troubleshooting cell phone issues and orders/swaps.

Issue loaner telecommunications equipment including pagers, cell phones, TDD machines, speaker phones; ensure that all appropriate forms are filled out accurately and completely.
 
Check fax machine for urgent messages for the departmental staff; check paper level on fax machine.

Monitoring and enforcing state, university, hospital and departmental policies and procedures; Report any and all irregularities to the Assistant Director and/or Program Support Supervisor.
   
Monitor supplies to ensure cabinet is stocked at all times.
 
Perform other duties as assigned.

As an employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.

Minimum Qualifications:

High School Diploma, or GED Certificate; AND three years of experience (including one year of telephone lead or supervisory experience) as a Telephone Communications Operator/Telephone Communications Operator - Hospital. Six months of additional qualifying experience may substitute for required education.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.

Per Governor Inslee's Proclamation 21-14.1, employees of higher education and healthcare institutions must be fully vaccinated against COVID-19 no later than October 18, 2021 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.


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Posted: 2021-07-29 Expires: 2021-10-17

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TELEPHONE COMMUNICATIONS SUPERVISOR

University of Washington
Seattle, WA 98104
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