Supervisor - Switchboard

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Location: Wyandotte

Schedule: Full-Time (40 Hours/Week), Every other weekend and holiday rotation

Shift: Days

**RESPONSIBILITIES:**

• Direct and oversee all daily operations of the 24/7 healthcare communication center with accountability for service continuity and operational excellence
• Maintain strict adherence to communication protocols and ensure all telephone and communication services meet established healthcare standards and regulatory requirements
• Provide direct supervisory leadership to communication operators, including recruitment, onboarding, training, performance management, and disciplinary action as required
• Conduct regular performance evaluations and implement corrective action procedures to maintain operational standards and staff accountability
• Monitor and analyze workflow metrics to identify operational inefficiencies and implement solutions to optimize communication center performance
• Ensure full compliance with organizational policies, customer service standards, and healthcare communication regulations
• Support communication system administration and maintain technical system integrity to guarantee uninterrupted service delivery
• Serve as the primary point of escalation for critical communication issues affecting patients, visitors, and staff
• Maintain comprehensive documentation of staffing, performance, and operational incidents in accordance with organizational requirements

EDUCATION/EXPERIENCE REQUIRED:

• Associates degree or equivalent.

 - Proficient in communication software.

 - 1 to 2 years of supervisory experience in a communication system environment required

 OR

• 3 to 5 years of experience in a communication operator capacity required.

• Health care experience preferred.