Manager Telecommunications

Beth Israel Lahey Health•Burlington, VT

3d•$58,240 - $78,374

About The Position

Oversees day-to-day operations of the Telecommunications department for Lahey Hospital and Medical Center (LHMC). The Manager ensures established organizational and department policies and procedures are followed, manages Telecommunications staff, reviews call volume, oversees paging system functions, and provides hospital on-call support. The role also assists in establishing short- and long-range Telecommunications plans and objectives aligned with department policies and goals. The Manager coordinates staffing across all shifts, including weekends and holidays; hires, coaches, trains, and evaluates staff; and maintains customer service standards. The position manages paging equipment, paging and directory information, paging administration systems, reports, and staff support. It also monitors telecommunications systems, building alarms, console stations, and emergency backup procedures; responds to system failures; and manages distribution, inventory, and billing for paging equipment and related services and accounts. The role requires on-call availability as needed, including 24/7 coverage, weekends, and holidays, and requires carrying a pager and cell phone. The Manager must follow LHMC confidentiality, policy, behavioral, customer service, quality improvement, and mandatory education requirements.

Requirements

At least 5 years of telecommunications operations experience in a call center setting.
3 to 5 years of supervisory or management experience; experience in a medium- or large-scale call center environment is preferred.
Knowledge of call center management and telecommunications systems, including paging.
Proven customer service, interpersonal, verbal communication, and written communication skills.
Strong problem-solving skills.
Strong project management, presentation, and negotiation abilities.
Good analytical and reasoning skills.
Solid organizational skills; self-motivated and able to work with minimal supervision.
Knowledge of Microsoft Windows and Office.
Knowledge of AMCOM paging software systems.
Knowledge of American Messaging paging systems.
Ability to balance multiple daily assignments and manage time appropriately with minimal supervision.
Ability to maintain a professional demeanor under stress.
Ability to operate effectively in a team environment.
Strong customer focus, initiative, self-direction, and commitment to customer service and customer communication.
Adherence to LHMC confidentiality, policy, behavioral, customer service, and education requirements.
Flu vaccination is required as a condition of employment.
Undergraduate degree or equivalent experience in a call center, client support, or people management is desired.

Nice To Haves

Prior healthcare experience is preferred.
Experience in a medium- or large-scale call center environment is preferred.
Undergraduate degree or equivalent experience in a call center, client support, or people management is desired.

Responsibilities

Coordinate staffing for all shifts, including 24/7 coverage, weekends, and holidays.
Hire, coach, and train department staff to maintain high customer service standards.
Evaluate staff performance using metrics such as accuracy and auxiliary time, and discipline staff as necessary under LHMC standards and policies.
Provide leadership in developing solutions, mentor new staff, and engage effectively with subject matter experts.
Manage paging equipment to support Lahey business functions.
Oversee and update paging and directory information for LHMC.
Update and modify the paging administrative system (AMCOM/SPOK) as needed.
Prepare paging and call reports for different departments.
Provide ongoing paging training and support to LHMC personnel when necessary.
Distribute and replace paging units for LHMC.
Ensure telecommunications systems operate properly and calls are answered appropriately.
Maintain and monitor paging standards and emergency backup procedures.
Monitor building alarms for Lahey Burlington, 31 Mall Road, and the Gordon Building; oversee and initiate Code, Fire, Trauma, and emergency response alarms when necessary.
Initiate emergency backup procedures if telephone or alarm systems fail, and notify appropriate support vendors and LHMC personnel of problems.
Ensure console stations function properly and report and log issues requiring follow-up.
Manage distribution of AT&T Conference Lines and WebEx accounts.
Develop and maintain an inventory and billing system for paging equipment, conference lines, WebEx accounts, services, and facilities.
Review hospital-wide home-based on-call calendars and make necessary changes.
Provide on-call support as required, including 24/7 availability, weekends, and holidays; carry a pager and cell phone.
Perform other duties as needed or directed to meet department needs.
Maintain adherence to LHMC confidentiality policies, standards of behavior, guiding principles, and other policies.
Maintain courteous and effective interactions with colleagues and patients, meet customer service expectations, and participate in quality improvement activities and mandatory education.