Telecommunications Agent Lead - VARIED SHIFT - Switchboard

Penn State Health - Hershey Medical Center

Location: US:PA: Hershey
Work Type: Full Time
FTE: 1.00
Shift: Varied
Hours: 8:00a - 4:30p, varied

Recruiter Contact: Corey Cunningham at ccunningham3@pennstatehealth.psu.edu

SUMMARY OF POSITION:

This position assists the Manager in all operational activities, in seamless coordination and alignment with management, to ensure the right number of quality staff and supporting resources are in place at the right time to handle an accurately forecasted workload at the service level and with quality, efficiency and innovation. The activities include, but are not limited to, providing supervision and frontline oversight for the daily operations of the Switchboard, serving as a primary back up for the Switchboard Manager, providing training and support for all staff, and ensuring that high integrity adherence with organizational policies surrounding quality of phone interactions that come through the Switchboard is optimized.

MINIMUM QUALIFICATION(S):

• High School Diploma or equivalent.
• Three (3) years relevant experience.

PREFERRED QUALIFICATION(S):

• Previous call center experience preferred.
• Previous experience in a medical environment preferred.
• Previous leadership experience preferred.

WHY PENN STATE HEALTH?

Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.

For more information: https://this.pennstatehealth.org/#thisIsPennStateHealth

Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:

• Be Well
  with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
• Be Balanced
  with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
• Be Secured
  with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
• Be Rewarded
  with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
• Be Supported
  by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.

For a full list with more detailed information: https://www.pennstatehealth.org/careers/working-here/total-rewards

WHY PENN STATE HEALTH MILTON HERSHEY MEDICAL CENTER?

Penn State Hershey Medical Center is Central Pennsylvania’s only Academic Medical Center, Level 1 Regional Adult and Pediatric Trauma Center, and Tertiary Care Provider. As a four-time Magnet-designated hospital, Hershey Medical Center values the hard work and dedication that our employees exhibit every day. Through our core values of Respect, Integrity, Teamwork, and Excellence, our employees are a team committed to compassionate care for our diverse patient population, our community and each other. As a valued team member, we promote continued professional development, specialty certification, continuing education, and career growth.

YOU TAKE CARE OF THEM. WE’LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence – that’s Penn State Health. But what makes our healthcare award-winning? That’s all you.

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 7:00 AM and 5:00 PM, Eastern Standard Time, Monday through Friday, email hrsolutions@pennstatehealth.psu.edu or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.

Union: Non Bargained