Manager - Medical Center Operators
The University of California, San Diego
About this position
Position Description
UC San Diego Health Medical Center Operator Department is responsible for answering over 700K calls, in addition to 16K code call activations, per year and serves all health system locations. The department provides telephone information, directory assistance, code activations, paging services and on-call information utilizing supporting materials and databases. Operators also provide messaging services, departmental listing information, and electronic medical record in-patient information. Operators monitor, respond to, and process multiple life critical codes strictly adhering to specific procedures. Reporting to the Director of Emergency Management and Medical Center Operators, the manager plans, supervises, coordinates, and oversees the day-to-day operations of the department and includes activities such as: staff management; call monitoring; data collection and analysis; policy development and maintenance; adherence to HR and labor contractual guidelines; and compliance monitoring of all policies, plans, budgets, and deliverables. This position also requires providing support to emergency response operations in the hospital command center, when requested. The responsibilities listed are typical examples of work performed by the manager. They are not designed to contain, or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities required by positions in this job classification. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility entailed. Manage, coach, lead, advise, and train departmental supervisors and operator lead to accomplish human resource objectives: recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administer scheduling systems; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; and enforce policies and procedures. Determines operational strategies by conducting needs assessments, performance reviews, and cost/benefit analyses; identifies and evaluates state-of-the-art technologies; establishes productivity, quality, and customer-service standards. Maintains and improves operations by monitoring system performance; identifies and resolves problems; prepares and completes action plans; completes system audits and analyses; manages system and process improvement and quality assurance programs; and installs upgrades. Partners with supervisors and lead to ensure work schedules are sufficient to cover all shifts and call volumes. Assists Director with meeting financial objectives by estimating requirements; prepares annual budget; schedules expenditures; analyzes variances; initiates corrective actions. Ensures equipment is maintained by evaluating and installing equipment; develops & implements preventive maintenance programs; schedules repairs, evaluates and implements upgrades. Maintains professional and technical knowledge by tracking emerging trends in all three departmental operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices. Responsible for development of monthly, quarterly and annual call center goals and action plans. Manages the operation, configuration, and performance of systemwide paging, billing, and web messaging platforms to ensure reliable communication and accurate charge capture. Develops and maintains code reports and iReports to support paging utilization tracking, billing reconciliation, and leadership reporting needs. Responsible for providing a full range of customer services. Develops processes to ensure customer service needs are met with speed and accuracy and customer service issues are resolved. Responds to customer inquiries and/or problems. Researches and resolves questions and problems, maintains records, and communicates resolution and/or status. Actively participates with departmental leaders, partners, task forces, committees, and agencies regarding code development, updates, and other departmental program objectives. Performs other duties as assigned.
Qualifications
Bachelor’s degree from accredited college or university with a major related to communications, business management, or other closely related field. The requirement may be waived if the candidate has extensive applicable work experience, preferably in healthcare. Minimum five (5) years progressive management experience in a high-volume call center operation preferably in a healthcare environment and/or related experience and education. Strong computer skills with proficiency in MS Office Suite, SharePoint, Tableau, Teams, and Zoom. Knowledge of call center management practices including staffing, customer service strategies, code activation management, labor union contract requirements, and call management systems. Proven written, verbal, and interpersonal communication skills, including advanced political acumen and skill to communicate with diverse constituencies in a complex healthcare environment. Demonstrated ability to work under considerable pressure and stress during emergencies.