Corporate Manager, IT Hospital Contact Center - Orlando Health - West Region - Full Time

Orlando Health • Wesley Chapel, FL

3d

About The Position

Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you."
Orlando Health is a 3,200-bed system that includes 15 wholly-owned hospitals and emergency departments; rehabilitation services, cancer institutes, heart institutes, imaging and laboratory services, wound care centers, physician offices for adults and pediatrics, skilled nursing facilities, an in-patient behavioral health facility, home healthcare services in partnership with LHC Group, and urgent care centers in partnership with CareSpot Urgent Care. Nearly 4,200 physicians, representing more than 80 medical specialties and subspecialties have privileges across the Orlando Health system, which employs nearly 22,000 team members. Areas of clinical excellence are orthopedics, heart and vascular, cancer care, neurosciences, surgery, pediatric specialties, neonatology, women’s health and trauma
Successful candidates joining our TEAM will be eligible for:
Outstanding Benefits with a 403(B) match for full and part-time employees.
Retirement Savings plan.
Paid Time Off plan.
Education Assistance programs; Tuition reimbursement, Student Loan repayment program, and Preferred Education Program.
Maternity leave; 4 weeks yearly.
Among many other benefit programs. Benefits do kick in from day one!
Position Summary
Manages the IT Hospital Contact Center operations which handles corporate-wide responses to communication activities including
emergency code processing, Protective Services dispatch operations, mass notification of critical events, and high volume call center
activities for all Orlando Health locationsincluding Hospitals, Freestanding Emergency Departments, Corporate Locations and outside contacts from the community.
"Travel required to Lakeland Wiregrass and Bayfront Hospitals"

Requirements

• Associate’s degree required; Bachelor’s degree preferred.
• Five (5) years of contact center experience in a leadership role including three (3) years management experience, is preferred.

Nice To Haves

• Customer Service, IT certifications are preferred in this role.
• Experience in public safety emergency communications and/or emergency management is preferred.

Responsibilities

• Manages the end to end operation of all the IT Hospital Contact Centers within the Orlando Health system.
• Collaborates frequently with Emergency Management to ensure compliance with code processing and critical event handling
• Manages the escalations for the IT Hospital Contact Centers associated with risk investigations and all performance/delivery concerns by the department
• Delivers reporting to the hospital leadership on the trends for code activities at all locations.
• Responsible for the quality assurance program that ensures code and call compliance for the department.
• Assigns and monitors staff workload to ensure proper staffing levels to meet organizational demands while maintaining budget constraints and achieving quality.
• Develop a strategy for incorporating newly and previously acquired OHI facilities (acute care and ambulatory sites) into one standardized and scalable Communications Service including deployment of technology, implementation of policies, and highly trained and efficiently leveraged team members in support of routine and emergency communications process.
• Assures the integrity and successful implementation of infrastructure upgrades and develops and/or executes detailed project plans that are communicated throughout the organization.
• In collaboration with fellow IT peers design and implement the technology solutions
• Manage the end-to-end run and maintenance and use of technical infrastructure components.
• In collaboration with ITVendorManagementteam, manage vendor relationships including maintenance agreements and costs within assigned areas.
• Develops and maintains Corporate-wide critical communications plan including messaging during emergency and non-emergency events.
• Participate in planning, preparation, and training of hospital personnel in use of communications technologies for response to emergency events and in coordination with Corporate Emergency Preparedness.
• Develop a Corporate-wide Code Response process to ensure consistency across all corporate locations.
• Oversee Security Dispatch Services to ensure rapid response to requests from Security Officers and callers resulting in increased patient, team member and guest safety.
• Oversee corporate two-way radio system.
• Develop and implement strategies for two-way radio utilization including talk-group assignments, channel allocations and interior building coverage in accordance with Florida Statutes.
• Participates in planning, training and execution of training exercises for corporate response to emergency and non-emergency events in coordination with Corporate Emergency Preparedness to include full-scale, tabletop and localized training drills.
• Responsible for the management, training, and retention of a diverse work force.
• Helps create or implement corporate policies for Orlando Health’s response to critical events.
• Initiates orders for additional telecommunication and radio equipment/lines as service expands.
• In conjunction with the Telecommunications Database IT System Analyst, oversees the software and databases necessary for the proper functioning of the Orlando Health IT Hospital Contact Center
• Responsible for complaint resolution for general users of the Orlando Health Corporate Call Center.
• Actively plans, implements, and contributes to departmental educational activities for continued quality improvement of self and staff.
• Coaches and counsels staff as needed. Provides feedback on performance and applies appropriate development tools to assist in their individual growth.
• Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Ensure all Emergency Departments comply with the State of Florida EMS Communications Plan.
• Assures compliance with safety and infection control practices within his/her area of responsibility.
• Keeps current with legal issues related to their area of responsibility.
• Performs all other duties as assigned.

Benefits

• Outstanding Benefits with a 403(B) match for full and part-time employees.
• Retirement Savings plan.
• Paid Time Off plan.
• Education Assistance programs; Tuition reimbursement, Student Loan repayment program, and Preferred Education Program.
• Maternity leave; 4 weeks yearly.
• Among many other benefit programs. Benefits do kick in from day one!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees