WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career! 

JOB SUMMARY
This role is essential to maintaining the integrity and continuity of our (Overnight, 8:00 pm 4:00 am) answering service operations. The 3rd Shift Supervisor ensures that overnight operations are staffed, trained, and equipped to handle critical communications between patients, physicians, and hospital leadership. This position also plays a key role in emergency response coordination and crisis management. The supervisor leads the training of Physician Communication Coordinators, ensuring consistent quality and readiness across all shifts. Overnight shifts require dedicated supervision to manage staffing levels, address absences, and maintain service standards. This role is a primary contact for hospital emergencies, including system outages, IR escalations, and disaster communications. The supervisor coordinates with EOC teams and hospital operations to ensure timely and accurate response. This position is 100% remote with occasional on campus meetings.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education
  High School Diploma Or GED 
   

• Experience
  8 years Medical call center agent experience and 
  1 year Supervisory experience or successful completion of a company-provided training program in customer service and employee supervision and 
   

Preferred

• Experience
  Experience with advanced computer and telephone equipment, and software relevant to the industry 
   

JOB DUTIES

• Supervise Physician Communication Coordinators (PCCs) to ensure staff is cognizant of CTCS call center goals, objectives and ongoing adherence to quality standards, deadlines, and procedures.
• Educate, guide, and direct all assigned representatives regarding departmental service metrics. Provide individual coaching and training, or implement appropriate disciplinary actions as needed.
• Handle customer follow ups and escalation calls to assist callers in resolving any issues and ensure client quality demands are exceeded.
• Maintain knowledge of current and updated quality and compliance standards and ensure successful implementation of any necessary procedural changes. Complete any required reporting accurately and in a timely manner.
• Continuously monitor CTCS operations to improve representative performance, and identify strategies to improve quality and efficiency of operating platform. Analyze data to identify performance trends, as well as root causes of quality issues. Determine drivers of good/bad performance and create solutions for improvement.
• Work in conjunction with individual departments and health system leadership to build awareness of CTCS services. Develop policies and procedures for the center.
• Duties performed may include one or more of the following core functions: (a) Web OnCall Operation, (b) Pager operation, (c) Answering service billing, (d) Answering service training, (e) Programs Operations (Stroke, Transfers, and Transplant), (f) Code operations, (g) after hours answering service, (h) Operator services, (I) Paging Operations.
• Maintain professional and technical knowledge by monitoring emerging trends in Call Center operations management; attend educational workshops, participate in benchmarking state of the art practices.
• Provide operational support by troubleshooting any issues representatives are experiencing with internal systems (i.e. SPOK, Unify, Everbridge, network connectivity, etc.)
• Perform other duties as assigned.

SECURITY AND EEO STATEMENT

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.