Manager Telecommunications

Coordinates staffing for all shifts (24/7) including holidays and weekends. Hires, coaches and provides training to department staff to maintain high customer service standards. Evaluate staff performance with key metrics (accuracy, aux time, etc.). Disciplines, as necessary, according to LHMC standards and policies. Provides leadership in developing solutions; mentors new staff, and effectively engages with other subject matter experts. Manages all paging equipment to meet normal requirements in support of Lahey’s business functions.

Oversees and manages all paging and directory information for LHMC Updates/modifies changes as required. Updates and makes changes to paging administrative system (AMCOM/SPOK), as needed. Prepares paging / call reports for different departments. Provides ongoing training and support for paging to LHMC personnel when necessary. Responsible for distribution and replacement of all paging units for LHMC. Ensures Telecommunications systems are operating properly and calls are being answered accordingly.

Maintains and monitors all standards and emergency backup procedures for paging. Monitors all building alarms for Lahey Burlington, 31 Mall Road, and the Gordon Building. Oversees and initiates all Code, Fire, Trauma and emergency response alarms when necessary. Initiates emergency backup procedures if telephone or alarm system fails. Notifies appropriate support vendor and LHMC personnel to report problems. Ensures console stations are functioning properly.

Reports and logs any issues requiring follow up. Accountable for distribution of AT&T Conference Lines / Web Ex Accounts Develops and maintains an inventory and billing system of paging equipment, AT&T Conference Lines / Web Ex Accounts, services and facilities. Reviews hospital wide home based on-call calendars and make necessary changes. Accessible for “on call” support as required 24/7 including weekends and holidays.

Required to carry a pager and cell phone. Performs all other duties as needed or directed to meet the needs of the department.

Maintain strict adherence to the Lahey Hospital and Medical Center Confidentiality policy. Incorporate Lahey Hospital and Medical Center Standards of Behavior and Guiding Principles into daily activities. Comply with all Lahey Hospital and Medical Center Policies. Comply with behavioral expectations of the department and Lahey Hospital and Medical Center. Maintain courteous and effective interactions with colleagues and patients. Demonstrate an understanding of the job description, performance expectations, and competency assessment.

Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards. Participate in departmental and/or interdepartmental quality improvement activities. Participate in and successfully completes Mandatory Education.

• Education:
  
  Undergraduate degree or equivalent experience in a call center, client support, or people management is desired.
• Licensure, Certification & Registration: N/A
• Experience:
  
  A minimum of 5 years of Telecom Operation experience working in a call center setting. Minimum 3 to five years supervisory/management experience preferably in a medium/large scale call center environment. Prior healthcare experience preferred.

• Knowledge of call center management and knowledge of telecommunications systems including paging.
• Proven customer service, interpersonal and verbal and written communication skills.
• Strong problem-solving skills.
• Possesses strong project management, presentation and negotiation qualities.
• Possesses good analytical and…