Manager, Communications Center

University of Rochester•City of Rochester, NY

27d•$61,609 - $83,179•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. This role oversees operations and systems for the Communication Centers at Strong Memorial Hospital (SMH) and Highland Hospital (HH), including communication services in ambulatory practices. The Manager sets policy and procedure, develops staff schedules, and monitors the centers to ensure they function accurately, efficiently, and in a customer-focused manner. This position provides oversight and guidance for all operations and personnel-related matters, including training, compliance, and performance evaluations in partnership with communication center leaders/supervisors and hospital administration.

Requirements

Bachelor’s degree in communication, business administration, human resources, or other related field and 3 years leading customer service initiatives required.
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 Haves

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

Responsibilities

Oversees operations and systems of the Communications Center Program.
Directs the daily operations in the SMH and HH Communication Centers.
Maintains responsibility for phone, cellular, paging, and wi-fi at HH.
Sets high standards of performance and coaches employees to continued success.
Applies operations and related workforce management knowledge and skills to effectively lead the team and support department goals.
Fosters a work environment that is responsive and sensitive to the needs of all staff and customers.
Serves as direct oversight to the SMH and HH supervisors and communication center operators, ensuring proper coverage of the Communication Center, 24 hours a day, 7 days a week.
Manages operations to ensure adherence to service level standards and company policies/procedures.
Collaborates with interdepartmental leadership to resolve questions or concerns.
Resolves high-level, escalated issues.
Effectively communicates and collaborates with internal and external customers to ensure an integrated service approach.
Alerts the appropriate leader or designee of any disruptions in automated activities and/or systems that impact service or department operations.
Ensures other departmental systems, such as phones, computers, and printers, are functioning properly and that necessary tests, maintenance, and system business continuity plans are completed and communicated.
Maintains operational equipment and related employee educational tools.
Troubleshoots and resolves departmental concerns.
Reviews and authorizes payroll and program budgets.
Ensures resolution of non-routine paging issues that may impact or delay patient care and customer service.
Responds to various customer inquiries for customized requests.
Actively participates in emergency and disaster training/protocols/procedures.
Maintains contract service relationships and monitors expectations of contracts.
Oversees leaders and staff in the communication centers.
Reviews, approves, and coordinates time-off requests, and evaluates appropriate coverage to meet service-level standards.
Maintains a working knowledge of UR and HH policies and procedures, including state and federal mandates and other employment-related policies such as FMLA and ADA.
Motivates and supports teams through feedback and communication.
Manages employee performance utilizing performance management tools.
Maintains accurate documentation of employee performance.
Writes and delivers annual performance reviews of all direct reports and provides regular feedback on employee performance.
Ensures staff compliance with mandatory hospital requirements.
Authorizes and requests staff access for required operational systems.
Utilizes expertise to respond to individual needs and follow departmental protocols.
Provides resources and coaches staff to deliver the highest level of customer service.
Creates and executes programs and activities for employee recognition, process improvement, and morale.
Provides specific guidance and development support for supervisors.
Identifies opportunities for improvement, proposes solutions, and implements changes as appropriate to resolve operational issues.
Oversees and implements short- and long-term service improvement strategies.
Creates opportunities for team growth and employee development.
Attends meetings as a subject matter expert on projects/teams related to Comm Center operations.
Maintains expert knowledge of assigned programs, protocols for Action paging, and the Communications Center.
Promotes positive business relationships with staff in all service areas of HH and SMH.
Maintains operations knowledge to manage and balance the priorities of the department with team and individual needs across various service locations.
Communicates operational, procedural, and policy changes to staff.
Manages projects related to process improvement within departments.
Participates in interviews for prospective Communication Center staff.
Makes final hiring decision on potential new hires in partnership with leaders.
Ensures that team members receive the appropriate training and support to apply their knowledge and skills effectively on the job.
Equips team trainers with the skills, knowledge, and direction to train.
Other duties as assigned.