Job Title: Supervisor Switchboard

Monday-Friday | 9:00 am-5:30 pm | Some weekends, holidays, and evenings

Job Code: SU1049

ABOUT US

We are welcoming a new era in healthcare where achieving good health is just the beginning. At UVA Health Northern VA & Culpeper, we believe in caring for the whole person by getting to know – and making connections with – our patients. By combining the talent and expertise of our people, the breadth of capabilities across our system, and our commitment to helping our communities get better and stay healthy, we are improving the patient experience.

As a UVA Health Northern VA & Culpeper team member, you will have a voice in patient care decisions, support the most advanced medical technologies and feel a strong sense of satisfaction from making a difference in people’s lives every day.

JOB TYPE

Classification: Nonexempt

Supervises Positions: Yes

JOB SUMMARY

Supervises daily switchboard and communications center operations to ensure efficient call handling, emergency communications, excellent customer service, and compliance with organizational standards. Provides leadership, coaching, scheduling, and operational support to switchboard staff.

Essential Responsibilities

Daily Operations

• Supervise switchboard staff during assigned shifts.
• Monitor call volumes, wait times, and service levels.
• Ensure calls, pages, and emergency notifications are processed accurately and timely.
• Troubleshoot operational issues and escalate as needed.
• Maintain department coverage and workflow efficiency.

Staff Supervision

• Coordinate schedules, staffing assignments, and shift coverage.
• Train, orient, and coach new team members.
• Conduct quality monitoring and provide feedback.
• Assist with performance evaluations and corrective actions.
• Promote employee engagement and teamwork.

Emergency Communications

• Ensure proper execution of emergency code announcements.
• Monitor compliance with emergency communication procedures.
• Assist with disaster response and communication readiness.
• Serve as a resource during emergencies and system disruptions.

Quality and Customer Service

• Monitor call quality and customer service standards.
• Investigate and resolve caller concerns.
• Ensure professionalism and service excellence.
• Identify improvement opportunities and recommend solutions.

Telecommunications Support

• Support phone system functionality and call routing.
• Maintain directories, speed-dial lists, and communication resources.
• Assist with telecommunications initiatives.
• Report and track communication system issues.

Administrative Duties

• Prepare daily and monthly operational reports.
• Track productivity and departmental metrics.
• Maintain policies, procedures, and training records.
• Participate in departmental projects and performance improvement efforts.

Job Competencies – will be completed by compensation.

The incumbent may be asked to perform additional duties as assigned.

QUALIFICATIONS

Education: High School Diploma or GED required. Associate's degree preferred.

Experience: minimum of two years of switchboard, call center, telecommunications or healthcare communications experience required

Licensure: N/A

Additional Skills/Requirements Required: N/A

Additional Skills/Requirements Preferred: previous leadership or supervisory experience, knowledge of hospital emergency communications and customer service principles

PHYSICAL DEMANDS

Physical Demand Code: Code, Title

Work Function/Activity:

OTHER

• May require the use of safety equipment, such as HEPA mask, for infection prevention: No
• On call responsibilities as directed: Yes
• Ability to travel between campus buildings, remote facilities, and out of town as needed: Yes

Compensation

The base compensation range for this role is $20.00 - $34.41 hourly.

Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education. Please note that the pay range does not include any applicable incentive compensation programs such as shift differentials, clinical ladders, and other incentives that may be available for those in eligible positions.