Supv- Telecommunications

The Telecommunications Supervisor at Northern Light Eastern Maine Medical Center provides leadership, coordination, and oversight of switchboard operations supporting NL-EMMC and affiliated Northern Light Health (NLH) Member Organizations, Practices and services. Reporting to the designated Telecommunications Operator Services leader, this role ensures exceptional communication services, supports patient care coordination, and maintains operational readiness for routine and emergency situations. This position leads a high-performing team in a fast-paced, high-volume environment, overseeing staff, systems, and workflows critical to hospital operations. The Supervisor promotes a culture aligned with Northern Light Health's mission and values, emphasizing safety, quality, service excellence, and teamwork., Leadership Responsibilities

• Provide direct supervision, coaching, and mentorship to telecommunications operators, fostering a culture of accountability, engagement, and continuous learning.
• Develop and manage staff schedules and coverage plans to support 24/7 operations, including peak demand and emergency situations.
• Lead staff orientation, training, and competency development, including emergency code protocols and telecommunications systems.
• Partner with leadership to conduct performance evaluations, feedback sessions, and corrective action when necessary.
• Promote a calm, professional, and decisive leadership presence, particularly during critical incidents and disaster response.
• Build strong working relationships with clinical leaders, department managers, and system-wide stakeholders.

Operational Oversight

• Oversee daily operation of the hospital switchboard, ensuring timely handling of high call volumes (up to 100+ calls per hour).
• Maintain and update departmental policies, procedures, protocols, and call schedules, including physician on-call listings.
• Coordinate data collection, reporting, and quality monitoring to drive continuous improvement initiatives.
• Ensure accurate documentation of calls, alarms, emergency activations, and incident logs.
• Support system-wide telecommunications needs across NL-EMMC, primary care, specialty practices, and Northern Light Health services.
• Oversee functionality of telecommunications systems and equipment, coordinating troubleshooting and repairs.

Quality, Safety & Compliance

• Monitor and evaluate performance against quality, safety, and service benchmarks.
• Ensure completion of required logs, reporting, and documentation standards.
• Participate in emergency preparedness drills, audits, and departmental review., * Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Experience with MySQL, Oracle, SAP, SQL Server.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Develops Self and Others: Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.
• Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
• Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
• Fosters Innovation: Employs and encourages the use of meaningful creativity in solving challenges. Proactively identifies opportunities and uses new approaches to enhance processes, systems and services. When appropriate, suggests or initiates new strategies, products, services, and markets.
• Experience supporting hardware including computers, laptops, network devices and telephones.
• Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.
• Human Capital, Supply Chain and Financial Software.
• Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.
• Word processing, spreadsheets, data entry, database experience and other computer related skills.
• Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.
• MS Teams
• Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques.
• Multi-line phone, scanner, photocopier, fax, and internet.
• Promotes Health and Safety: Promotes a healthy and safe environment for patients, employees and visitors. Advocates and models healthy physical and mental health behaviors even in challenging circumstances. Sets high quality standards and strives for continuous improvement and quality assurance by reporting and encouraging others to report near misses and safety issues.
• Public Speaking
• Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability .
• Seeks Process Improvement & Applies System Thinking: Possesses and gains insight into situations, problems and processes. Understands the interconnection between organizational elements. Deconstructs problems and systematically investigates the various components. Considers the impact of actions on the entire process/system. Detects problems and opportunities, recognizes important information, and links various data to trace potential causes and relevant details.
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
• Experience supporting software issues that includes remote troubleshooting capabilities and installation assistance.
• Troubleshooting
• Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

• Strong leadership and supervisory skills with ability to motivate and guide teams in high-pressure environments.
• Exceptional ability to remain calm, focused, and decisive during emergencies.
• Clear, professional communication skills with a pleasant and confident telephone presence.
• Advanced organizational, multitasking, and problem-solving abilities
• Strong understanding and application of protocol-driven operations and documentation standards.
• Proficiency with telecommunications platforms and Microsoft Office applications., * Supervisory or leadership experience preferred, ideally in healthcare or telecommunications.
• Experience in hospital switchboard or high-volume communications environment strongly preferred.
• Demonstrated ability to manage complex workflows and prioritize in real time., * Required High School Diploma/General Educational Development (GED) Associates degree preferred. In lieu of education, two years of experience is required per year of required education, exclusive of the minimum expertise identified above.

Working Conditions

• Potential exposure to abusive and/or aggressive people.
• Work with computers, typing, reading or writing.
• Work beyond the regularly scheduled hours.
• Lifting, moving and loading less than 20 pounds.Prolonged periods of sitting.

Northern Light Eastern Maine Medical Center is a 411- bed, regional tertiary care hospital and an American College of Surgeons-verified Level II Trauma Center. Located in Bangor, Maine, it serves as the principal referral center for a patient population of 500,000 residents across the northern two-thirds of the state. The medical center provides comprehensive inpatient and outpatient services, including advanced surgical care, neurosciences, cardiovascular medicine, oncology, and critical care. Eastern Maine Medical Center is the base for LifeFlight of Maine, a critical care air medical transport program that conducts nearly 900 missions annually, ensuring timely access to specialized care for rural and remote communities. As a member of Northern Light Health, the medical center is part of an integrated statewide health system comprising nine hospitals, numerous primary and specialty care practices, long-term care facilities, home health and hospice agencies, and emergency ground and air transport services. This integrated model supports coordinated, patient-centered care across the continuum. Eastern Maine Medical Center plays a central role in advancing clinical quality, operational efficiency, and health equity throughout the region. It is actively engaged in clinical education and serves as a training site for medical students, residents, and fellows through affiliations with academic and professional institutions. Bangor, Maine offers a stable and supportive environment for healthcare professionals. The region is home to high-performing public and private schools, including the University of Maine's flagship campus in Orono. Bangor International Airport provides convenient commercial air service with direct and connecting flights to major US hubs. The area also offers access to a wide range of cultural, educational, and recreational opportunities, with outdoor activities available year-round in Maine's forests, lakes, mountains, and coastal regions. Northern Light Eastern Maine Medical Center is a strategic hub for clinical excellence, innovation, and community health in northern New England.