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American Medical Response · 12 hours ago

Communications Supervisor

Compton, CA

Full-time

Onsite

Entry, Mid Level

$81K/yr - $81K/yr

1+ years exp

American Medical Response is a provider of emergency and patient relocation services. The Communications Supervisor assists the Communications Manager in executing Communication Center operations, providing leadership, training, and oversight to ensure operational excellence and a positive working environment.

Health CareTransportation

Responsibilities

Provide leadership and direction in the planning, development, implementation, and monitoring of operational goals

Accountable for center operations while managing a shift

Ensure that customers’ questions and problems are resolved properly and quickly according to complaint resolution processes

Address challenging customers and problems that require escalation outside of the department

Provides input into center staffing levels and decisions to ensure team member development and talent acquisition to achieve and maintain Communication Center operational requirements

Communicate regularly with peer team and Communication Center Manager about operational issues, observations, insights, and suggestions

Provides coaching and direction to the team to take action and to achieve operational goals

Demonstrate a calm demeanor during periods of high volume or unusual events and manage smooth transitions thereafter to keep the center operating to established standards and to set a positive example for the Communication Center team

Achieve customer service goals and affect advancements in the quality and level of care provided by the staff at AMR

Establish and ensure positive working relationships with stakeholders outside the organization; co-responders, EMS Agencies, area hospitals, clinics, community health departments, regulatory entities, and allied organizations

Ensure the organization meets or exceeds all governmental, regulatory and accreditation standards in all areas of day to day operations

Support and uphold all policies, procedures, and protocols associated with the operations of the Communications Center and AMR as a whole

Develops understanding of operational tools, systems, and processes to plan for and achieve operational excellence in the Communication Center

Maintains regular and consistent attendance and punctuality

Ensures team members adhere to operational compliance requirements

Will act as an internal consultant by leading the design/redesign, development, implementation and monitoring of process improvement to enhance quality, operational performance and customer experience

Maintain a positive working environment that attracts and retains high-quality staff

Establish and ensure the AMR organization adheres to prescribed standards of quality assurance and performance improvement

Adhere to all company policies and procedures

Acts with integrity, honesty and knowledge that promotes the mission and values of AMR

Perform other duties as assigned

Qualification

Call center experienceTeam leadershipCustomer service skillsProcess improvementIAED EMD certificationFlexible hoursOperational complianceDispatch functionsRelationship building

Required

Twelve (12) months of experience in a position that required constant interacting with and fulfilling the requests of customers, i.e. call center, retail

At least six (6) months of experience directing the work of others, preferably providing guidance on call handling and service / dispatch processes; coordinating the tasks of two (2) or more team members in a call center, service, or retail environment

High School Diploma, GED, or equivalent

Available to work flexible hours that may include early mornings, evenings, nights, weekend, and / or holidays

Demonstrated success in establishing a wide range of business and professional relationships

Coordinates consistent operations and leadership between all leadership team members

Demonstrate ability to learn and perform all dispatch and call taking functions at a high level