Voice Operations Shift Lead

Inova Health System
United States, Virginia, Falls Church
Dec 23, 2024
The Voice Operations Shift Lead is responsible for coordinating and executing the daily activities of the High Reliability Operations customer and emergency response call center on their assigned shift. Serves as the initial escalation point related to patient and team member challenges and collaborates with department leaders to address identified concerns. The Voice Ops shift leader is also responsible for supporting the IT ticketing queue associated with the enterprise database and paging portal. Job Responsibilities Leads a team on assigned shift in accordance with department standards. Operates effectively both individually and in a team environment. Collaborates with Supervisor to draft the daily tasks, activities and break schedules for the team members on their assigned shift. Manages the call center queues and ensures the department is meeting key enterprise metrics and SLAs. Effectively communicates all enterprise updates, changes, and downtimes which impact the call center team. Serves as the initial escalation point related to patient and team member challenges and collaborates with department leaders to address identified concerns. Addresses minor incidents with team members and provides on the spot coaching. Utilizes call center tools to review team productivity and conducts regular check-ins with team members on assigned shift to ensure they are meeting department metrics. Assist with training, coaching, and mentoring of new team members and communicates skill deficiencies with training supervisor. Serves as secondary support when the call center is short staffed, and processes call center calls in accordance with department standards. Supports the IT ticketing queue associated with the enterprise database and paging portal and makes appropriate updates to the application database as outlined in the ticket request. Serves as the initial support point when technical failures occur on assigned shift and initiates troubleshooting protocols when devices are not working as expected. Conducts assessments on technical failures and follow-ups with appropriate technical groups and shares timely updates with the team. Reads and responds to emails in a timely manner and utilizes email system as a resource for general information, active events, and notifications of major system outages throughout the organization. Compiles reportable incidents on a single shift report and distributes report to entire team. Provides updates to incoming shift. Provides a detailed shift report to department leaders during daily safety huddles and escalates issues and incidents that needs leadership attention. Performs daily, weekly, and monthly tasks as outlined in the shift leader checklist. Performs monthly status checks on back-up equipment and participates in monthly downtime exercises. In the absence of a supervisor serves as the escalation point for the department. Other tasks and duties as assigned. Shift: Sunday-Wednesday 9am-7:30pm Please note, training will be Monday-Friday 8am-4:30pm for 6 weeks Additional Requirements Experience: 2 years in a fast-paced hospital setting or healthcare setting. Preferred experience: Lead experience. Education: High School Diploma/GED