Transport and Call Center Manager

Sodexo•Montclair, NJ

6d•$77,605 - $100,430•Onsite

About The Position

Sodexo is seeking a Manager to support Patient Transport and Call Center departments at Hackensack Meridian Mountainside Medical Center, a 365-bed community hospital in Montclair, NJ. This role is primarily Day Shift with weekend and holiday coverage as needed. The position is a full service, union account overseeing a team of 35. The Manager will be directly responsible for the daily throughput process, ensuring daily targets are met and/or exceeded, and creating a positive patient experience by setting the tone and culture of patient expectations, including the provision of concierge transport services through a compassionate bedside manner.

Requirements

knowledge of electronic patient transport systems
experience improving patient satisfaction, and local, state and Joint Commission standards
knowledge of patient care services in a health care setting
Service Response Center or call center experience
in depth knowledge of quality control systems, SMS, SALUS, and Experiencia
a basic understanding of Environmental Services/Housekeeping services
experience with vendor and contract management, as well as union and contract negotiations
the ability to analyze data, present and effectively communicate to all levels within the organization related to training, leading hospital committees and change management
experience effectively managing projects within agreed upon timelines
proficiency with computers and other technology
strong leadership skills and the ability to work independently to drive program compliance and reach project target dates of completion
strong hospitality or customer service experience
Associate's Degree or equivalent experience
2 years minimum management experience
2 years minimum functional experience in areas such as call center technology, computer applications, process improvement, or related areas

Nice To Haves

Patient Transport experience is recommended

Responsibilities

Maintain and inspect transport equipment, as well as related logistics, documentation and reporting
Create a positive patient experience by setting the tone and culture of patient expectations, including the provision of concierge transport services, through a compassionate bedside manner
Respond to and/or managing calls through the call center
Be responsible for driving patient satisfaction scores
Provide a clean and safe environment for patients, visitors and staff
Has the ability to work independently
Possess exceptional communication skills
Must be able to lead a diverse work force in a union environment
Support an inclusive workforce