Operator Supervisor

The PBX Supervisor provides leadership and operational oversight for the hospital’s PBX/Switchboard and telecommunications operations. This position is responsible for ensuring timely, accurate, professional, and confidential communication services 24 hours a day, 7 days a week. The PBX Supervisor leads and supports PBX staff, coordinates staffing and scheduling, monitors service quality, provides training and coaching, resolves operational issues, and ensures appropriate execution of hospital emergency notification procedures. The supervisor serves as a key communication resource during routine operations, emergency events, and other time-sensitive situations requiring rapid notification of hospital personnel. The position maintains a strong focus on patient safety, customer service, regulatory compliance, employee development, communication accuracy, and operational efficiency.

• Leadership and Daily Operations - Provides direct supervision, leadership, coaching, and support to PBX/Switchboard staff
• Switchboard and Communication Operations - Answers, screens, prioritizes, and transfers incoming and outgoing telephone calls accurately and efficiently.
• Emergency Communications - Maintains knowledge of hospital emergency codes, disaster procedures, and emergency communication protocols.
• Quality and Customer Service - Monitors PBX performance to ensure calls are answered and processed efficiently, accurately, and professionally.
• Training and Staff Development - Coordinates initial and ongoing competency-based training for PBX personnel.
• Administrative Responsibilities - Assists leadership with departmental policies, procedures, performance improvement initiatives, and operational planning.

• Required:
  • Education: High school diploma or equivalent
  • Experience: 

• Minimum of 3 years of PBX, hospital switchboard, call center, telecommunications, or closely related experience.

• Minimum of 1 year of supervisory, team-lead, or demonstrated leadership experience.

• Experience providing high-level customer service in a fast-paced environment.

• Preferred:
  • Education: Associate degree or additional education in business administration, healthcare administration, communications, information technology, or a related field.
  • Experience:

• Previous PBX or telecommunications experience in an acute-care hospital or healthcare environment.

• Experience supervising a 24/7 operation.

• Experience with hospital emergency notification, paging, or mass communication systems.