Manager - Medical Center Operators - 139674

UC San Diego Health Medical Center Operator Department is responsible for answering over 700,000 calls and activating 16,000 code calls per year, serving all health system locations. The department provides telephone information, directory assistance, code activations, paging services, on‑call information, messaging services, departmental listings, and electronic medical record in‑patient information. Operators monitor, respond to, and process multiple life‑critical codes strictly adhering to specific procedures. Responsibilities Manage, coach, lead, advise, and train departmental supervisors and operator leads to accomplish human resource objectives: recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administer scheduling systems; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; and enforce policies and procedures. Determine operational strategies by conducting needs assessments, performance reviews, and cost/benefit analyses; identify and evaluate state‑of‑the‑art technologies; establish productivity, quality, and customer‑service standards. Maintain and improve operations by monitoring system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analyses; manage system and process improvement and quality assurance programs; and install upgrades. Partner with supervisors and leaders to ensure work schedules cover all shifts and call volumes. Assist the Director with meeting financial objectives by estimating requirements; preparing annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions. Ensure equipment is maintained by evaluating and installing equipment; developing and implementing preventive maintenance programs; scheduling repairs; and evaluating and implementing upgrades. Maintain professional and technical knowledge by tracking emerging trends in all three departmental operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state‑of‑the‑art practices. Develop monthly, quarterly, and annual call center goals and action plans. Manage the operation, configuration, and performance of systemwide paging, billing, and web messaging platforms to ensure reliable communication and accurate charge capture. Develop and maintain code reports and iReports to support paging utilization tracking, billing reconciliation, and leadership reporting needs. Provide a full range of customer services. Develop processes to ensure customer service needs are met with speed and accuracy and resolve customer service issues. Respond to customer inquiries and/or problems. Research and resolve questions and problems, maintain records, and communicate resolution and/or status. Actively participate with departmental leaders, partners, task forces, committees, and agencies regarding code development, updates, and other departmental program objectives. Perform other duties as assigned. Minimum Qualifications Bachelor’s degree from an accredited college or university with a major related to communications, business management, or another closely related field; the requirement may be waived for extensive applicable work experience, preferably in healthcare. Minimum five (5) years progressive management experience in a high‑volume call center operation, preferably in healthcare, and/or related experience and education. Strong computer skills with proficiency in MS Office Suite, SharePoint, Tableau, Teams, and Zoom. Knowledge of call center management practices including staffing, customer service strategies, code activation management, labor union contract requirements, and call management systems. Proven written, verbal, and interpersonal communication skills, including advanced political acumen and the ability to communicate with diverse constituencies in a complex healthcare environment. Demonstrated ability to work under considerable pressure and stress during emergencies. Special Conditions Employment is subject to a criminal background check and pre‑employment physical. Must be able to work various hours and locations based on business needs. May be called to serve in the Hospital Command Center during emergency activations. Pay Transparency Act Annual Full Pay Range: $97,200 - $182,000 (will be prorated if the appointment percentage is less than 100%). Hourly Equivalent: $46.55 - $87.16. Compliance Requirements Upon employment, you will be required to comply with the University of California’s Policy on Vaccination Programs, which may be amended or revised. Federal, state, or local public health directives may impose additional requirements. Life‑support certifications (BLS, NRP, ACLS, etc.) must include hands‑on practice and in‑person skills assessment; online‑only certification is not acceptable. UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information. UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening. Misconduct Disclosure Requirement As a condition of employment, a final candidate who accepts an offer will be required to disclose any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, or have filed an appeal of a finding of substantiated misconduct with a previous employer. “Misconduct” means any violation of the policies governing employee conduct at the applicant’s previous place of employment, including but not limited to violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, UC’s policies covering some forms of misconduct include: UC Sexual Violence and Sexual Harassment Policy UC Anti‑Discrimination Policy Abusive Conduct in the Workplace Equal Opportunity Employer The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. Additional Information To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community. For the University of California’s Anti‑Discrimination Policy, please visit: #J-18808-Ljbffr UC San Diego Health