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Operations Manager

2 months ago

Kirkland, Washington, United States EvergreenHealth Full time

Job Summary: EvergreenHealth is seeking a highly skilled Operations Manager to oversee the day-to-day operations of our Answering Service. This individual will be responsible for ensuring the efficient management of our switchboard, answering service, and mailroom operations.

Key Responsibilities:

  1. Operations Oversight: The Operations Manager will be responsible for overseeing the day-to-day operations of the Answering Service, including switchboard, answering service, and mailroom operations.
  2. Process Development: This individual will participate in the development of processes and policies for the Answering Service, as well as the implementation of innovative programs or services.
  3. Staff Management: The Operations Manager will be responsible for identifying core competencies for staff, orienting, educating, measuring, and documenting levels of competency. They will also oversee the ongoing monitoring of behavioral, call processing, customer service, and competency levels of operator staff.
  4. Scheduling and Workflow: This individual will develop optimal employee scheduling templates, maintain staff schedules, and monitor workflow and staff efficiency to ensure optimal department performance and productivity.
  5. Quality Improvement: The Operations Manager will be responsible for developing a continuous quality improvement culture and following through on projects from design through completion.
  6. Client Relations: This individual will serve as the point of contact for answering service clients and maintain positive relationships with staff, physicians, and business clients.
  7. Collaboration: The Operations Manager will work collaboratively with Nursing Leadership, Security, Plant Operations, and IT to facilitate necessary improvements for Code Calls/Events as outlined in organizational policy.
  8. Strategic Direction: This individual will work collectively with the Director to set strategic direction to ensure overall effectiveness and value of the Answering Service to internal EH customers and contracted customers and physician offices.
  9. Department Budget: The Operations Manager will work collectively with the Director on department budget by facilitating budgets that reflect anticipated revenue and expenses while ensuring that budget goals are achievable and cost objectives are met for cost centers responsible for.

Requirements:

  • Education: High school diploma or equivalent.
  • Experience: 2 years supervisory/leadership experience, 2 years of experience with call center, hospital operator services, and/or answering services, or equivalent combination of education and experience.
  • Skills: Ability to manage multiple priorities and direct activities, demonstrates ability and willingness to make informed decisions, demonstrates effective problem-solving skills and deals with new situations with flexibility and creativity, effective customer service and staff development skills.

Desired Qualifications:

  • Education: Associate degree or bachelors degree in Business, Communications, or a related healthcare field.
  • Experience: 2 years of experience in a call center or hospital operator setting.
  • Skills: Knowledge of answering service systems, Cisco Call Manager systems, 1Call/Amtelco Infinity & Genesis answering service call center application, Electronic Health Record systems such as Cerner/Epic, software applications, advanced skills using Microsoft Word and Excel.