Manager, Communications Center

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Job Location (Full Address)

601 Elmwood Ave, Rochester, New York, USA, 14642

Position Details

Worker Subtype:
Regular

Time Type:
Full time

Scheduled Weekly

Hours:

40

Department: 500008 Program Administrators

Work Shift:

UR‑Day (United States of America)

Range: UR URCA 211

Compensation Range: $61,609.00 - $83,179.00

Compensation note:
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

Oversees operations and systems for the Communication Centers at Strong Memorial Hospital (SMH) and Highland Hospital (HH), including communication services in ambulatory practices. Sets policy and procedure and develops appropriate staff schedules in partnership with communication center leaders to meet hospital expectations. Monitors and ensures that the SMH and HH Communication Centers function in an accurate, efficient, and customer‑focused manner. Oversees and guides all operations and personnel‑related matters, including training, compliance, and performance evaluations in partnership with communication center leaders/supervisors and the administration of both hospitals.

Essential Functions

• Oversees operations and systems of the Communications Center Program. Directs the daily operations in the SMH and HH Communication Centers. Maintains responsibility for phone, cellular, paging, and wi‑fi s high standards of performance and coaches employees to continued success. Applies operations and related workforce management knowledge and skills to effectively lead the team and support department goals. Fosters a work environment that is responsive and sensitive to the needs of all staff and customers.
  
  Serves as direct oversight to the SMH and HH supervisors and communication center operators, ensuring proper coverage of the Communication Center, 24 hours a day, 7 days a week. Manages operations to ensure adherence to service level standards and company policies/procedures. Collaborates with interdepartmental leadership to resolve questions or concerns. Resolves high‑level, escalated issues. Effectively communicates and collaborates with internal and external customers to ensure an integrated service approach.
  
  Alerts the appropriate leader or designee of any disruptions in automated activities and/or systems that impact service or department operations.
• Ensures other departmental systems, such as phones, computers, and printers, are functioning properly and that necessary tests, maintenance, and system business continuity plans are completed and communicated. Maintains operational equipment and related employee educational tools. Troubleshoots and resolves departmental concerns. Reviews and authorizes payroll and program budgets. Ensures resolution of non‑routine paging issues that may impact or delay patient care and customer service.
  
  Responds to various customer inquiries for customized requests. Actively participates in emergency and disaster training/protocols/procedures. Maintains contract service relationships and monitors expectations of contracts.
• Oversees leaders and staff in the communication centers. Reviews, approves, and coordinates time‑off requests, and evaluates appropriate coverage to meet service‑level standards. Maintains a working knowledge of UR and HH policies and procedures, including state and federal mandates and other employment‑related policies such as FMLA and ADA. Motivates and supports teams through feedback and communication. Manages employee performance utilizing performance management tools.
  
  Maintains…