1st Level Support, 2nd Level Support, Administrative Skills, Analysis Skills, Application Programming Interface (API), Business Administration, Call Centers, Call Volume, Communication Skills, Computer Skills, Customer Support/Service, Documentation, Emergency Management, Emergency Response, Follow Through, Healthcare, Hospital, Human Resources, Knowledge Base, Leadership, Microsoft Office, Multitasking, Operations Management, Patient Care, Patient Safety, People Management, Physical Demands, Problem Solving Skills, Resolve Customer Issues, Service Delivery, Service Level Agreement (SLA), Time Management
The Communications Supervisor is a member of the Communication Desk team, responsible for researching, providing resolutions on or triaging more complex requests. This is a working staff position. The position is specialized in policies and processes supporting the Communication Desk. The Communications Supervisor will work under direction of the Emergency Management/Communication Manager. This is to ensure service delivery is consistently high-quality, and collaborates with COEs, functional resources, and third-party vendors, when necessary.
The Communications Supervisor works under the supervision of the Manager to provide second-level support for the Communication Desk staff and day-to-day administrative and staff support necessary for the successful operation of the department.
The Communications Supervisor is responsible for supervision and operational oversight of the Communications Desk and hospital communications functions. This role ensures reliable, compliant, and high-quality communication services supporting patient care, safety, emergency response, and business continuity.
Mosaic Life Care is a health care system in northwest Missouri. With a vision of transforming community health by being a life-care innovator, Mosaic places the holistic needs of patients first by providing the right care at the right time and place, offering high value and quality health care.
Mosaic has a wide array of benefits to meet each employee's individual needs. Our benefits were designed by listening to people just like you. Mosaic also offers several perks with a focus on ensuring our employees feel valued, including concierge services, employee lounge, wellness programs, free covered parking, free on-site and virtual health clinics and many more. When paired with compensation and recognition, it is what continues to make us the employer of choice for employees at any stage of their journey.
Essential Technical/Motor Skills
- Strong Computer skills and technical capabilities, including but not limited to Microsoft Office, Lawson, API, Everbridge, Alertus, AMION, Vocera, EPIC, eICS, and EMResource.
Interpersonal Skills
- Strong customer service orientation
Essential Physical Requirements
- Works in an office environment
Essential Mental Abilities
- Must be flexible, work well under pressure and have the ability to readily adapt to change.
- Must be able to manage multiple priorities, think tactically and strategically, demonstrate objectivity, be results-oriented and show initiative and creativity
Essential Sensory Requirements
- Must be able to hear and see
Job Duties
- Professionally and accurately respond to Shared Services inquiries as they relate to the Communications Desk role in a timely manner with a high level of customer service.
- Escalate in-scope, complex cases to subject matter experts (SMEs) with appropriate and complete documentation on work performed to date with follow-through until issue is adequately resolved.
- Interact with internal and external resources to obtain needed information to manage work to completion.
- Complete special projects for the Communication Desk as assigned by leadership.
- Provides assistance with navigation of internal resources, including self-service, and Shared Services tools.
- Manage workload efficiently to fulfill commitments in a timely manner according to the service level agreements (SLA).
- When necessary to resolve problems, coordinates resolution with the appropriate internal/external personnel.
- Provides direct support the Communication staff and customers to solve various problems.
- Becomes the first line of support for the Communication Desk staff for process and customer support questions and issues. Work with the Communication Desk staff to resolve all questions and issues as appropriate. Make sure that the Regional Emergency Management/Communications Manager is engaged for all issues that require senior management intervention.
- Assures that the Communication Desk is sufficiently staffed to meet changing call volumes. Reassign additional resources to take Communication Desk calls during times of high utilization.
- Builds and maintains a knowledge base real-time while solving problems. Analyzes, organizes, and distributes these solutions to Communication Desk staff for problem solving.
Education
- H.S. Diploma - Required
- Bachelor''s Degree in Human Resources, Business Administration, or similar area - Preferred
Work Experience
- 2 Years - Solution Center / Call Center or related experience - Required
- Supervisory experience - Preferred
Licenses & Certifications
- ICS 100, 200, 700, 800 online Certification - Required within 1 year of hire
- ICS700 & ICS800 Certification - Required within 1 year of hire
Job Duties
- Professionally and accurately respond to Shared Services inquiries as they relate to the Communications Desk role in a timely manner with a high level of customer service.
- Escalate in-scope, complex cases to subject matter experts (SMEs) with appropriate and complete documentation on work performed to date with follow-through until issue is adequately resolved.
- Interact with internal and external resources to obtain needed information to manage work to completion.
- Complete special projects for the Communication Desk as assigned by leadership.
- Provides assistance with navigation of internal resources, including self-service, and Shared Services tools.
- Manage workload efficiently to fulfill commitments in a timely manner according to the service level agreements (SLA).
- When necessary to resolve problems, coordinates resolution with the appropriate internal/external personnel.
- Provides direct support the Communication staff and customers to solve various problems.
- Becomes the first line of support for the Communication Desk staff for process and customer support questions and issues. Work with the Communication Desk staff to resolve all questions and issues as appropriate. Make sure that the Regional Emergency Management/Communications Manager is engaged for all issues that require senior management intervention.
- Assures that the Communication Desk is sufficiently staffed to meet changing call volumes. Reassign additional resources to take Communication Desk calls during times of high utilization.
- Builds and maintains a knowledge base real-time while solving problems. Analyzes, organizes, and distributes these solutions to Communication Desk staff for problem solving.
Education
- H.S. Diploma - Required
- Bachelor''s Degree in Human Resources, Business Administration, or similar area - Preferred
Work Experience
- 2 Years - Solution Center / Call Center or related experience - Required
- Supervisory experience - Preferred
Licenses & Certifications
- ICS 100, 200, 700, 800 online Certification - Required within 1 year of hire
- ICS700 & ICS800 Certification - Required within 1 year of hire