Triage Call Center Department Supervisor

The Lions Eye Institute for Transplant and Research provides eye tissue for transplant and research to benefit those who are blind or visually impaired.  The Lions Eye Institute for Transplant & Research, Inc. (LEITR) was founded by a group of Tampa Lions in 1973.

Today, LEITR is the largest eye bank in the world. It has brought the gift of sight to more than 30,000 men, women and children through the recovery, evaluation and distribution of eye tissue for transplantation, research and education.

Job Description:

The Triage Center Department Supervisor manages a 24/7 call center operation within the Lions Eye Institute.  Develops, implements, and audits policies and procedures related to the flow of information and systems used within the operation. Responsible for departmental schedule, budget and will be involved in HR process within the department. Establish standards of performance for the department and manages the staff to achieve measurable performance standards.

· Manage, lead and mentor a strong team of customer-service professionals.

· Maintain and enhance client relations.

· Create and execute training programs for the call center staff.

· Oversee daily operations of the call center.

The Triage Center is a fast paced environment which is responsible for receiving the initial call regarding a death and/or imminent death; the secondary screening of all referrals which have eye donation potential; speaking with families regarding donation, coordinating the donor with the Medical Examiner, Funeral Home, Hospital, and dispatching Lions Eye Institute recovery teams.  Oversees the collection of Call Center data and ensures prompt and accurate data entry.

This position will provide leadership, direction and supervision to the Triage Center staff to ensure excellent customer service and to optimize eye donation.  Responsibilities include maintaining adequate staffing levels, oversight of department activities.  

Requirements:

· Previous management experience

· Proven track record of successful leadership.

· Strong computer skills.

· Must possess the flexibility to respond to issues evenings and on weekends.

This department is responsible for (but not limited to) the screening and triage of potential eye & tissue donors, obtaining legal consent and medical/social information  from knowledgeable historians and coordination of the donor recovery with the recovery team, hospital, Medical Examiner, and other agencies.  The Triage Center also ensures that all donor-related activity on the assigned shift is conducted in a thorough, accurate, and professional manner. 

The shift is Monday – Friday 7-4 and/or 8-5. We are a Drug-free Workplace.

403B (01K) retirement package
Employer 100% paid Health, Dental, and Short-term disability
Generous PTO program
12 Paid Holidays

Salary:  Commensurate to level of experience for position

Contact Patrick K. Gore via email or fax ONLY:

Email: pgore@lionseyeinstitute.org ;

FAX: 813-242-7030

 

Keywords: call center supervisor operations manager management healthcare director