Job Information
UPMC Lead Transfer Center Coordinator- Oakland- in Pittsburgh, Pennsylvania
UPMC MedCall is hiring a Lead Transfer Center Coordinator. This position is a daylight/evening position and will require every other weekend and holiday. A Hybrid work schedule will be available after training. If you are looking to use your leadership and customer service skills in a fast-paced environment, this could be the perfect position for you!
Responsibilities:
Supervise daily work of the Transfer Center Coordinators, including providing guidance for facilitating calls, collecting data, report preparation, and relaying information during shift.
Ensure employee conduct that supports UPMC's goals is demonstrated at all times.
Monitor the staff schedule for the Transfer Center Coordinators.
Provide coverage for call-offs in the absence of a supervisor.
Meet regularly with management staff.
Assist management staff with quality reviews.
Identify areas for improvement of process and function. Provide input for service improvements or efficiencies.
Handle and document customer concerns/complaints and escalate to management as necessary.
Make sound decisions regarding issues and escalate appropriately.
Support department in operating and maintaining emergency notification software and emergency communication equipment.
Display attention to detail and the ability to multitask.
Make appropriate decisions based on the established protocols.
Exhibit strong interpersonal and communication skills, remaining professional and courteous when dealing with sensitive issues and stressful circumstances.
Exhibit strong written and verbal communication skills.
Performs in accordance with system-wide competencies/behaviors.
Performs other duties as assigned.
High School diploma or equivalent is required.
Four (4) years emergency or healthcare call center.
Without that experience, will consider eight (8) years of customer service experience or call center experience OR six (6) years in a healthcare business setting OR a Bachelor's degree and 1 year of experience.
Knowledge of medical terminology preferred.
Prior call center experience preferred.
Past experience in a leadership role is desirable.
Computer literacy/data entry skills. Licensure, Certifications, and Clearances:
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UPMC is an Equal Opportunity Employer/Disability/Veteran
UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, which support the implementation of our diversity strategy.
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