Telecommunications Manager

CROZER HEALTH

Crozer Health is a coordinated network of hospitals, affiliated medical groups and ancillary health care services working for the benefit of every person who relies on and trusts us for care. Our comprehensive networks aim to provide coordinated, personalized care. Through our affiliated networks, we strive to provide a healing environment and quality care.

Crozer Health recognizes that the communities it serves are comprised of people from many diverse backgrounds, and as such, the organization has both a professional and ethical responsibility to recognize and meet the diverse cultural needs of its communities.

To this end, Crozer Health is committed to building and nurturing an environment where the perspectives, skills, and values of people from all backgrounds are sought out, welcomed and appreciated. Crozer Health is committed to encouraging personal development and career growth in colleagues from all backgrounds and is committed to modeling, educating and upholding standards of communication and behavior that fosters an inclusive work environment where all people are treated with respect and dignity.

Department: Communications

Title: Manager of Communications

Reports to: Sr. Director of Emergency Preparedness

Position Summary:

The Manager of Communications is responsible for the daily management and operation of the communication and telephony systems throughout Crozer Health. Effectively manages telecommunications staff through orienting, coaching, evaluation and scheduling to ensure efficient and effective internal and external communications. Develops, reviews, and monitors communication work processes and educates staff regarding same. Reviews and processes telecom invoices, leads communication projects as assigned and maintain fiscal responsibility for the departmental budget. Track metrics to sustain an environment of continuous improvement.

Essential Duties and Responsibilities:

• Performs duties in support of the Crozer Health Systems mission to ensure the highest quality of patient care in an economically sound and efficient manner.
• Ensure the proper operation of the Crozer Health centralized telephone system through staff management, education, and assurance of continued competencies on computerized equipment and telecommunications software.
• Ensure all departmental personnel provide high quality customer service by completing regular quality assurance reviews of call tapes and provide feedback to staff.
• Respond in a timely manner to all telecommunication issues and/or outages.
• Develop and educate staff on telephone outage procedures and ensure redundant systems are maintained.
• Maintain and update telephone listings throughout the health system on a regular basis.
• Maintain and update mass messaging electronic platform on a regular basis.
• Ensure staff education on utilization of mass messaging electronic platform and develop procedures for utilization.
• Ensure the continuous operation of internal and external paging system to facilitate paging requests of authorized personnel.
• Works collaboratively and support the efforts of all staff members.
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader healthcare community.
• Participates in departmental performance improvement activities as assigned, and attends required training in compliance with Crozer Health policies, practices, and procedures.

Job Requirements

Education and Training:

Bachelor’s degree in Communications or Computer Science (or equivalent experience) desired

Master’s degree preferred

Five (5) or more years in Communications; emergency call center and/or answering service desired

Familiarity with all aspects of telecommunications; voice mail, paging, and alarm systems desired

Experience with healthcare desired

Managerial experience preferred

Experience and Knowledge:

Excellent customer service & verbal communication skills, computer literacy.

Proficiency with switchboard equipment and alarm systems.

Ability to interact effectively with physicians, senior leadership, patients, residents, visitors, staff and the broader health care community.

Ability to think critically and act strategically.

Ability to troubleshoot, problem solve, and complete critical analysis.

Effective organizational, prioritization, and time management skills.

Preferred:

One to two years’ experience with computerized telecommunications system (i.e. 911 Dispatch / Medical / AMCOM / Xtend) operators console within a health care setting.

Medical terminology a plus.

Skills:

Excellent communication and listening skills.

Ability to manage multiple responsibilities at once.

Detail Oriented.

Microsoft office, Email, and Web Exchange desired

Typing 25-30WPM

Location: Crozer Health · 8470- Communications
Schedule: FR =Full-time Regular, 1 =Day Shift, 8a to 5p M-F