Job Information
Stanford Health Care Supervisor, Facilities Call Center in Newark, California
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Rotating - 08 Hour (United States of America)
This is a Stanford Health Care job.
A Brief Overview
Under the direct supervision of the MGR-Fac Call Center, dispatches or manages a team that dispatches Facilities Personnel to emergency and non-emergency calls for service. Answers incoming phone calls and operates a computer dispatch system, monitors Enterprise Asset Management System (EAMS), and inputs incident reports into the computer system as needed. This position will be based in Menlo Park, CA but there are other Stanford Medicine Facilities Call Center sites around the San Francisco Bay Area that this position may need to visit and provide oversight of at times. Work schedules may include weekends and after-hours, including times when emergency response or special events may result in working outside of or beyond normally scheduled times, including being available to participate in on-call leadership rotation programs as needed.
Locations
Stanford Health Care
What you will do
Call Center and Service Request Operations Management:• Oversee the day-to-day operations of the call center, ensuring that requests are handled promptly, accurately, and in compliance with established protocols.• Monitor call and digital media volumes and routing to optimize staffing levels and maintain efficient response times.• Collaborate with IT and relevant departments to ensure call center technologies and systems are effective and properly utilized.• May supervise and lead a team of agents dedicated to addressing engineering, maintenance, property, and facility management requests.• Provide guidance, support, and performance feedback to ensure the team delivers exceptional customer service to internal stakeholders, including clinic staff and administrative personnel.• Organize regular team meetings, training sessions, and performance evaluations to support professional development and maintain high service standards.
Engineering, Maintenance, and Facility Management Support:• Ensure a patient-centered approach in addressing engineering and facility-related requests, emphasizing empathy, professionalism, and responsiveness.• Implement quality assurance programs, including call monitoring, to ensure adherence to best practices and service standards in the handling of maintenance and property-related inquiries.• Drive Standard Work excellence across entities
Communication and Stakeholder Engagement:• Act as a liaison between the Site Support Services business unit and various internal stakeholders, including Ambulatory Clinics, Administrative Facilities, Engineering, HTOC, and FSRC teams.• Provide regular feedback and insights to relevant departments to support continuous improvement in engineering, maintenance, and facility management.• Communicate effectively with HTOC and FSRC leadership to ensure a cohesive approach to patient support and issue resolution.
Process Improvement and Service Enhancement:• Identify opportunities for process improvement and develop strategies to streamline call center operations while enhancing the quality of support provided.• Analyze data and metrics related to call center performance and patient satisfaction to identify trends and areas for improvement.• Collaborate with stakeholders, including HTOC and FSRC, to implement initiatives that enhance the efficiency of engineering, maintenance, and facility management processes.
Education Qualifications
High School Diploma or GED equivalent. Required
Bachelor’s Degree from an accredited college/university. Preferred
Relevant experience in lieu of degree may be considered.• Relevant experience in lieu of degree is in addition to the experience requirements for this position.
Experience Qualifications
- Three (3) years of progressively responsible work experience. Required
Required Knowledge, Skills and Abilities
Emergency Protocols: Understand emergency response protocols, including procedures for police, fire, medical emergencies, and other critical incidents.
Geographical Knowledge: Familiarity with local geography, landmarks, and street layouts to provide accurate directions to responders and callers.
Legal and Ethical Standards: Knowledge of legal and ethical guidelines related to privacy, confidentiality, and data protection in emergency communications.
Emergency Services Operations: Understanding of how different emergency services (police, fire, medical) operate and collaborate in emergency situations.
Communication Systems: Familiarity with radio systems, computer-aided dispatch (CAD) software, and other communication tools used in emergency dispatch centers.
Medical and First Aid Basics: Basic understanding of medical terminology and first aid procedures to assist callers in medical emergencies until responders arrive.
Crisis Management: Knowledge of crisis management techniques, including de-escalation, handling distressed callers, and managing high-stress situations.
Multilingual Skills: Proficiency in multiple languages can be incredibly valuable in diverse communities to effectively communicate with callers who may not speak English fluently.
Active Listening: The ability to listen attentively, gather relevant information from callers, and ask clarifying questions to provide accurate details to responders.
Clear Communication: Effective verbal and written communication skills to relay information clearly and succinctly to emergency personnel and callers.
Multi-Tasking: Skill in managing multiple tasks simultaneously, such as answering calls, entering information into dispatch systems, and coordinating responses.
Critical Thinking: Analytical skills to assess situations quickly, prioritize responses, and make informed decisions based on available information.
Empathy and Compassion: Skill in empathizing with callers in distress and providing emotional support while gathering necessary details.
Problem Solving: Ability to assess complex situations, determine appropriate courses of action, and adapt to changing circumstances.
Computer Proficiency: Competence in using computer systems, CAD software, and databases for data entry, information retrieval, and incident tracking.
Time Management: Efficiently allocate resources, prioritize tasks, and manage time effectively to ensure timely responses to emergencies.
Stress Tolerance: The ability to remain calm and focused under high-pressure situations and effectively manage stress during busy shifts.
Quick Decision-Making: Make swift and accurate decisions while processing incoming information and coordinating responses.
Team Collaboration: Work effectively within a team environment, collaborating with emergency responders, law enforcement, and other personnel.
Situational Awareness: Maintain awareness of ongoing incidents, personnel locations, and available resources to provide accurate information.
Adaptability: Quickly adapt to changing circumstances, evolving information, and new technologies in emergency response.
Attention to Detail: Precisely record and relay information to ensure accurate documentation of incidents and actions taken.
Professionalism: Maintain a professional demeanor, adhere to ethical standards, and exhibit excellent customer service skills.
Resilience: Ability to cope with emotionally challenging situations and maintain composure while dealing with distressing calls.
Preferred Knowledge, Skills and Abilities
- Previous experience in a similar setting and role.
Licenses and Certifications
- CADL - California Drivers License - Valid And In State required Upon Hire
Physical Demands and Work Conditions
Physical Demands
Constant Sitting.
Occasional Walking.
Occasional Standing.
Occasional Bending.
Seldom Squatting.
Frequent Hand Use.
Constant Grasping.
Seldom Reaching (above shoulder level).
Lifting
Occasional lifting of 0 - 10 lbs.
Seldom lifting of 11 - 20 lbs.
Never lifting of 21 - 30 lbs.
Never lifting of 31 - 40 lbs.
Never lifting of 40+ lbs.
Carrying
Occasional lifting of 0 - 10 lbs.
Seldom lifting of 11 - 20 lbs.
Never lifting of 21 - 30 lbs.
Never lifting of 31 - 40 lbs.
Never lifting of 40+ lbs.
Working Environment
Never Driving cars, trucks, forklifts and other equipment.
Seldom Walking on uneven ground.
Seldom Exposure to excessive noise.
Never Exposure to extremes in temperature, humidity or wetness.
Never Exposure to dust, gas, fumes or chemicals.
Never Working at heights.
Never Operation of foot controls or repetitive foot movement.
Never Use of special visual or auditory protective equipment.
Never Use of respirator.
Never Working with biohazards such as blood borne pathogens, hospital waste, etc..
Blood Borne Pathogens
- Category II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasks
These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
You will do this by executing against our three experience pillars, from the patient and family’s perspective:
Know Me: Anticipate my needs and status to deliver effective care
Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
Coordinate for Me: Own the complexity of my care through coordination
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Base Pay Scale: Generally starting at $43.30 - $56.30 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.
As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.
Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .