Manager, Operations Management Center & 1Call

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University of Maryland Medical System
Published
April 4, 2022
Location
Baltimore, Maryland
Category
Job Type

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Manager, Operations Management Center & 1Call

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Manager, Operations Management Center & 1Call

Job ID: 99578

Area of Interest: Professionals

Location: Baltimore,MD US

Hours of Work: M-F8:30-5:00

Job Facility: University of Maryland Medical Center

Employment Type: Full Time

Shift: DAY

What You Will Do:

  Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

 

  • Operations Management Center & 1Call: Supervises and directs the daily work activities in accordance with departmental procedures.
  • Plans, organizes, directs and supervises the functions and activities in accordance with department and organizational plans & objectives.
  • Establishes implements and monitors work performance standards. Performs individual performance evaluations to ensure the overall satisfactory performance of the department, and recommends salary adjustments or disciplinary actions as required. Issues probationary and annual performance reviews, resolves employee grievances and administers disciplinary actions, as necessary.
  • Hires and conducts orientation and training of new employees.  Participates in and otherwise promotes on-going staff training and development, in particular regarding changes in operational procedures.
  • Establishes clear and concise work procedures and expectations, assessing performance by monitoring results and providing positive and constructive feedback.
  • Human Resources:  Directly supervises the performance of staff, including hiring, terminating, disciplining, training and development, and performance review in accordance with Human Resources policies and procedures.  Establishes standards of performance and productivity.  Determines staffing needs.
    • Assures appropriate administration of personnel policies and procedures by subordinate staff.
    • Establishes performance standards and measures performance against those standards, ensuring appropriate action is taken when standards are not being met.
    • Ensures accurate and timely production of work, and efficient and effective telecommunications operations.  Coordinates functions and activities to achieve department objectives and comply with regulatory requirements.
    • Evaluates personnel effectiveness and strategizes training and implementation programs to improve performance.
    • Communications: Develops and implements dispatch procedures and communication standards.  Facilitates and leads the development and management of work control systems responsive to customer need for information and status of work requested.
  • Establishes priority of responses to emergent requests and changes priorities of existing    work orders as needed to meet hospital and customer requirements.
  • Investigates customer complaints by interviewing complainant, gathering appropriate information, and interviewing/discussing issues with appropriate hospital staff. Provides follow-up and resolution to caller/customer conflicts, elevating to management as necessary.
  • Assists in design and facilitation of programs to educate staff on how to anticipate, handle, and avoid customer service problems, and improve customer satisfaction.  Encourages staff creativity and innovation within agreed upon UMMC standards.
  • Establishes and monitors work flow; determines work assignments and schedules; and ensures compliance with quality assurance measures that monitor the consistency and quality of services.

 

  • Patient-Family Experience & Customer Service: Provides training on patient/family-centered care to department personnel for outside communication in alignment to UMMC’s patient experience initiatives. In addition, provides customer service standards for staff to use with internal customers.
  • Medical Staff Office: Works with Medical Staff Office and physician groups on provider service call schedules for clinicians seeking consults and contact hospital services. Coordinates patient communication with ambulatory practices and its call centers.
  • Emergency Management & 24/7 Leadership Support: Coordinates Administrator-On-Call processes directly with the Office of Emergency Management. Supports the setup and command of Hospital Incident Command System. Additionally, supports operational plans during off-shift hours for continuous 24/7 clinical support (e.g., on call support services).
  • Life Safety:  Provides technical and clinical counsel to staff on codes, standards, maintenance, and safe handling of critical equipment (e.g., code carts) and establishes procedures for equipment distribution and testing. Includes staff training on elevators, line alarms, communication console, fire systems, secure care etc. as calls come into the department.
  • Security:  Establishes security call and response procedures coming into the department in partnership with the Security Department to promote and maintain a safe work environment across clinical and business areas.
  • Logistics: Tracks requirements and requests, involves supplies and clinical equipment management, distribution, maintenance, decontamination and testing. Manages work order system to provide real time work order status. Recommends leases or purchase of additional equipment when appropriate. Attends committee meetings to define facility need compared to operational need.  
  • Financial Management: Creates, manages and authorizes operating and capital budgets. In concert with Finance and leadership from other operational and patient care departments, manages support levels as necessary to maximize optimal services.
  • Contracting: Coordinates activities with UMMS Corporate Contracting in order to takes full advantage of pricing and/or contractual benefits. Establishes and maintains good relationships with vendors (e.g., EPIC, Infor, Spok information systems) in order to facilitate understanding and reduce system cost.
  • Regulatory Readiness:  Identifies incidents that require reporting to Safety/Risk Management and follows up to ensure reports are submitted. Active involvement in Environment of Care (EOC) program, including participation in related committees and task forces. Monitors and enforces The Joint Commission accreditation standards for plant technology and safety management for patient and employee safety.  Ensures processes and work practices are in place to meet policy Health and Safety requirement.
  • Project Management:  Supports department and leadership in creating operational and business plans, leads special projects, and participates in capital and construction projects. This may include creating and managing project charters and objective/task trackers.
  • Data Analysis/Management: Defines and tracks performance metrics of operational departments, supporting clinical departments and business departments. This may include creating and managing daily digital operating reports and dashboards. Sets service level agreements to serve as standards and benchmarks.
  • Information Technology & Services: Leverages technology and information systems in the market to gather telecommunications, operational, and financial data. Assesses IS&T software products to track operations and performance by the department. Work closely with IS&T Leadership at the local and corporate level on various initiatives.

 

 

 

What You Need to Be Successful:

Education and Experience

  •   Bachelor’s Degree required; concentration in healthcare administration, business administration preferred. Master’s preferred.
  •   Three years of supervisory experience is required.

Knowledge, Skills and Abilities

  • Generic experience in healthcare administration.
  • Ability to work with management and control computer systems and software (EPIC, Infor, Spok, etc.).
  • Excellent interpersonal skills; ability to foster teamwork and change management.
  • Strong general business acumen, budgeting/report production skills
  • Demonstrates a “Can Do” attitude in all areas of customer service;
  • Knowledge of Quality Control/Assurance, productivity management, operations management and work control standard technique is required.
  • Very strong positive customer relations skills and practice effective listening and problem solving skills.
  • Ability to work effectively in a complex environment under pressure and meet established goals and objectives
  • Demonstrates great communication skills with all staff.
  • High level of proficiency and demonstrated effectiveness in problem solving and implementing new programs related to improving customer relations.
  • Highly effective verbal and written communication skills (including performance report design and management) are required to effectively work with all levels of hospital personnel, outside personnel and senior leadership, and articulate responses on incidents and emergency conditions.
  • Keeps current with advances in software, communication systems, etc. that relate to dispatching, asset management, and monitoring functions.

 

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

 

 

Why are ERG's important?

 

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Transcript

So, ERGs are new to me; it's a new concept, but it makes... I've never been involved in that sort of thing before, but it makes perfect sense because here we are, we're in this huge organization, and an organization is nothing without its employees, and we can get together, even though the University of Maryland is enormous, we can get together and work with people that we'd never normally even meet. And it makes perfect sense to be able to get together in that way to make a difference, particularly when we're focusing on inequality and injustice. I think that's something that we all should be involved in and empowered to do something about.

Video length0:46
So, ERGs are new to me; it's a new concept, but it makes... I've never been involved in that sort of thing before, but it makes perfect sense because here we are, we're in this huge organization, and an organization is nothing without its employees, and we can get together, even though the University of Maryland is enormous, we can get together and work with people that we'd never normally even meet. And it makes perfect sense to be able to get together in that way to make a difference, particularly when we're focusing on inequality and injustice. I think that's something that we all should be involved in and empowered to do something about.

 

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We are an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. EEO IS THE LAW

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