Manager, Communications Center

Oversees operations and systems for the Communication Centers at Strong Memorial Hospital (SMH) and Highland Hospital (HH), including communication services in ambulatory practices. Sets policy and procedure and develops appropriate staff schedules in partnership with communication center leaders to meet hospital expectations. Monitors and ensures that the SMH and HH Communication Centers function in an accurate, efficient, and customer-focused manner. Oversees and guides all operations and personnel-related matters, including training, compliance, and performance evaluations in partnership with communication center leaders/supervisors and the administration of both hospitals.

Responsibilities

Oversees operations and systems for the Communication Centers at Strong Memorial Hospital (SMH) and Highland Hospital (HH), including communication services in ambulatory practices; Sets policy and procedure and develops appropriate staff schedules; Monitors and ensures that the SMH and HH Communication Centers function in an accurate, efficient, and customer-focused manner; Oversees and guides all operations and personnel-related matters, including training, compliance, and performance evaluations; Directs daily operations and maintains responsibility for phone, cellular, paging, and wi-fi at HH; Resolves high-level escalated issues

Requirements

Bachelor's degree in communication, business administration, human resources, or other related field; 3 years leading customer service initiatives required; Or equivalent combination of education and experience; Ability to communicate effectively and navigate interactions where barriers to communication are present required; Ability to handle highly stressful and emotional situations professionally and respectfully required; Ability to work in a team environment with a wide variety of employees required; Ability to handle multiple projects and direct a large volume of visitor interactions under pressure required; Computer skills (Word, Access, and Excel) required

Nice to have

Prior supervisory experience preferred; Leadership skills in a health care setting preferred; Multi-lingual abilities preferred