Director Emergency Call Center Operations

Job Description:

The Director of Emergency Call Center Operations is responsible for driving standardization, strategy, and execution of telecommunications systems unique to Safety Management across Intermountain Health. This includes telephony, radio, alarm monitoring, dispatch, and emergency communications. The position is responsible and accountable in providing leadership, management, budgetary controls, continuous improvement, reliability, and standardization across call centers / dispatch / PBX for the system.

Remote Work and Geographic Eligibility This position is a partially remote role that will require occasional on-site presence at one of our Intermountain Health facilities. The candidate must live within the Intermountain Health service area in Utah, southern Nevada, Colorado, southern Idaho or Montana.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states:
California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, Washington.

Please note that an on-camera video interview with Microsoft Teams may be required as well as onsite interviews and/or meetings.

Essential Functions Strategic Vision and Leadership:
Provides strategic direction and standardization guidance for enterprise security call centers, including short and long-term objectives, goals, capital planning, and success metrics.

Operational Oversight:
Provides high-level oversight for call center operations, ensuring efficient and effective service delivery across all regions, including medical group and acute care facilities.

Program Management:
Leads and enhances quality and service delivery standards across the program, including up-time, call quality, and timeliness of support. Assures processes and resources are deployed for planning, installing, servicing, and maintaining appropriate systems. Leverages data analytics to monitor and evaluate performance, identifying trends, areas for improvement, and opportunities for innovation.

Strategic Collaboration and Continuous Improvement:
Partners with key stakeholders across the enterprise to ensure best practices are embedded at all levels, especially related to dispatch, radio, and emergency communications. Drives continuous improvement initiatives to enhance the efficiency and effectiveness of security systems and call center/dispatch services.

Strategic Workforce Planning:
Develops and implements strategic workforce plans to ensure the team is appropriately staffed, skilled, and prepared to meet current and future needs.

Financial Accountability:
Ensures financial accountability and the cost-effective use of resources while maintaining high standards of service. This includes oversight and accountability for contracted resources.

Change Management:
Leads change management efforts to drive successful implementation of new initiatives and programs, fostering a culture of adaptability and continuous improvement.

Skills Strategy and leadership

Call Center Operations Resource Management Risk Management Process Implementation Technology Standards Compliance and regulatory requirements

Interpersonal Skills Customer Service Communication Collaboration  / Teamwork Financial Management

Minimum Qualifications Extensive experience in call center operations, or a Bachelor's degree from an accredited institution (degree will be verified) with five years of relevant experience.

Demonstrated understanding of security and telecommunications / call center technology in healthcare.

Demonstrated understanding of regulatory requirements related to call center operations in healthcare.

Demonstrated management / leadership experience in a highly matrixed organization.

Demonstrated ability to implement processes and technology standards.

Demonstrated effective communication skills both verbally and in writing, along with public relations skills.

Hold and maintain a valid Driver's License.

Preferred Qualifications Five years’ experience leading technical or customer service teams

Experience implementing strategic plans in a highly matrixed organization

Experience leading dispatchers in an emergency telecommunications center

Master’s degree in related field

Physical Requirements Ongoing need for employee to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.

Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

For roles requiring driving:
Expected to drive a vehicle which requires sitting, seeing and…