Manager - Communications / Service Response - 40 hrs/wk - Days - St. John

GENERAL SUMMARY: 

In this role, you will be the key operational leader managing our 24/7 in-house Service Call Center, Communications/Operator Services, and Mail Services. You are responsible for maintaining Service Excellence, ensuring immediate communication for all emergencies (e.g., power outages, fire) and overseeing the monitoring of critical alarms across the campus.

Leadership & Team Management

• Supervise a team of 20-25 employees, driving positive teamwork and high performance.
• Lead the full employee lifecycle: maintain timekeeping, recognize/reward staff, and administer disciplinary action according to HFHS policy.
• Develop performance goals and oversee department quality assurance (e.g., call monitoring, agent performance, training).

24/7 Operations & Communication

• Maintain 24/7 cell phone availability for emergency situations.
• Oversee all communications—including emergency notifications, paging systems, and code notifications.
• Provide superior customer service, including handling escalated phone calls across multiple call centers.
• Identify and quickly resolve customer issues to ensure satisfaction.
• Anticipate staffing needs and proactively secure alternative solutions.

Administration & Strategy

• Maintain budgetary accountability for the Service.
• Report out on Support Services issues, establish goals, and monitor compliance.
• Provide input for system development and enhancements.
• Oversee all administrative duties: ensuring critical, seamless communication between all groups and the patient caregiver, generating reports for analysis, and meeting all deadlines.