Sentara Norfolk General is currently hiring a Communications Team Lead

This is a full-time night (third) shift position located in Norfolk, VA.

Job Requirements:

• Education: High School Grad or Equivalent
• Required: 3 years related experience
• Required: Communication, Critical Thinking Skills
• Preferred: Customer Service - 3 years, Healthcare - 1 year
• Preferred: Emergency Dispatching - 1 year, Supervisory - 1 year
• College degree preferred, 4 years progressive experience in of call center environment in lieu of degree required. Previous healthcare & multi-line phone experience preferred. Understanding medical terminology is preferred.

Position Overview

In addition to the Communications Assistant II Job Duties: TL, Communications will assist the Team Coordinator (TC) with daily operations, acting as a shift supervisor in the absence of the TC. Will assist in the oversight of operations, activities, and personnel of the communications center to ensure the compliance of established guidelines, procedures, and policies. In this role you will perform as a proficient and experienced emergency dispatcher with detailed working knowledge of all emergency procedures. This position is responsible for training new employees and participating in all aspects of the training program within the department. Will be responsible for monitoring actions of trainee/probationary employees providing instruction/guidance daily. Will create training exercises/scenarios or quizzes to assist each trainee in the learning process. Will counsel/supervises trainees as needed. Will assist with teaching classroom training for new hires. Responsible for being proficient in all downtime procedures and able to lead the team during outages or unforeseen events. Proficient in usage of all software and hardware utilized within the department. Acts as a liaison between operations staff and leadership. Frequently assigned special projects and responsible for additional duties as assigned.

Sentara Benefits

Sentara employees strive to make our communities healthier places to live. We’re setting the standard for medical excellence within a vibrant, creative, and highly productive workplace. For more information about our employee benefits, https://www.sentaracareers.com/explore-sentara/benefits/

Join our team, where we are committed to quality healthcare, improving health every day, and provide the opportunity for training, development, growth!

Keyword: Communications, Call Center, Customer service, Team Lead, Monster, Service and Trade

In addition to the Communications Assistant II Job Duties: TL, Communications will assist the Team Coordinator (TC) with daily operations, acting as a shift supervisor in the absence of the TC. Will assist in the oversight of operations, activities, and personnel of the communications center to ensure the compliance of established guidelines, procedures, and policies. In this role you will perform as a proficient and experienced emergency dispatcher with detailed working knowledge of all emergency procedures. This position is responsible for training new employees and participating in all aspects of the training program within the department. Will be responsible for monitoring actions of trainee/probationary employees providing instruction/guidance daily. Will create training exercises/scenarios or quizzes to assist each trainee in the learning process. Will counsel/supervises trainees as needed. Will assist with teaching classroom training for new hires. Responsible for being proficient in all downtime procedures and able to lead the team during outages or unforeseen events. Proficient in usage of all software and hardware utilized within the department. Acts as a liaison between operations staff and leadership. Frequently assigned special projects and responsible for additional duties as assigned.

• High School Grad or Equivalent

• Computer/Keyboard Skills 3 years
• Related 3 years
• Customer Service 3 years

• Critical Thinking
• Communication