Lead Transfer Center Coordinator- Oakland-

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:

• Act 34

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.