Manager IS&T Call Center

Join a team that delivers excellence.

Lehigh Valley Health Network (LVHN) is home to nearly 23,000 colleagues who make up our talented, vibrant and diverse workforce.

Join our team and experience firsthand what it's like to be part of a health care organization that's nationally recognized, forward-thinking and offers plenty of opportunity to do great work.

Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary
Oversees processes and systems related to the 24x7 operations of the hospital and paging operators including incoming call handling for patient information, hospital and network sites, and emergency lines, and critical alerts and codes. Manages hospital operator functions and staff in area(s) of specialization. Ensures effective performance to meet business needs in compliance with strategic priorities. Collaborates closely with business and/or functional area(s) to assist the user in defining their needs. Assumes responsibility for all projects within group.

"Healthcare call center environment. Candidates with experience with Spok software and paging technologies are encouraged to apply."

Job Duties

• Manages staff members, including hiring, training, onboarding, educating, evaluating, disciplining, scheduling and payroll
• Sets performance standards, reviews performance and provides feedback in accordance with HR policies and procedures
• Maintains awareness of business goals, initiatives, and priorities to ensure that appropriate operational considerations are being made
• Creates, reviews, and maintains all departmental policies and procedures
• Supports and assists all business continuity plans related to loss of people, building, and/ or telecommunications systems.
• Generates regular reports for management on departmental key performance indicators (KPIs)
• Demonstrates functional knowledge and expertise of all workforce management systems, including trends in the telecommunications industry, to determine more effective ways to utilize the tools and support staff members and departmental goals
• Builds strategic relationships across the enterprise including leading or participating in process improvement initiatives
• Escalate significant issues, security concerns and any violations immediately to management
• Participates in special projects and performs other duties as assigned

Minimum Qualifications

• Bachelor's Degree Information Sciences and Technology or Information Management related fields or
• Preferred experience considered in lieu of degree
• 5 years manager or supervisory experience in a 24x7 healthcare contact center environment
• 3 years in a contact center environment
• Attention to detail and ability to analyze and solve complex problems and interpret data.
• Demonstrates competence and independence while appropriately alerting management in potential crisis situations.
• High degree of healthcare and technical knowledge at conceptual levels of assigned area(s).
• In-depth organizational perspective with recognition of technology trends and directions.
• Effectively deals with multiple and changing priorities.
• Action oriented and drives results.
• Ability to challenge thinking without being confrontational.
• Strong project management skills.
• Team Leadership.

Preferred Qualifications

• Master's Degree Information Sciences and Technology or Information Management related fields
• 7 years manager or supervisory experience in a 24x7 healthcare contact center environment
• 5 years in a contact center environment

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

https://youtu.be/GD67a9hIXUY

Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.