Manager Communications Center

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At Children's, the region's only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities. A Brief Overview Manages, oversees, and serves as the leader of the Communication Center Department to accomplish organizational and departmental strategic goals and objectives related to overall communication mechanisms (operator related), Physician Priority Line and patient transport systems (ambulance, flight, & helicopter). Collaborates with areas such as care units clinical and medical leadership, patient transport program, house supervisors, security, etc. to ensure accurate, timely and safe services are provided. Establishes the performance and customer service standards to meet department objectives. Has 24-hour accountability for the assigned area. Responsible for department budget, schedule, staffing, data collection, follow up on department issues, disciplinary action and evaluation of staff. Essential Functions

Leads and coordinates the Communication Center and its personnel to achieve operational activities of the enterprise to ensure timely response to calls, proper adherence to policies and protocols, resulting in accurate placement and transport of patients, and communication needs.

Assures the continuous and timely availability of emergency, inpatient, and operator services to provide access to Children's for patients and families.

• Continuously monitors daily operations integrating data from electronic systems, personal communication, and key stake holders such as physician and nursing to assure patient care effectiveness, efficiency, and satisfaction.
• Assures the safety and quality of patient care by allocating and redirecting resources, considering clinical care demands related to acuity, patient and unit requirements, and staff skill mix by collaborating with key stakeholders such as Transport or Bed Management.
• Coordinates the flow of direct and emergency patient admissions, referrals, consults, etc. to efficiently care for patients in the appropriate care location, maximize capacity, and improve satisfaction of patients, families, and referring providers.
• Coordinates the organizational communication response during times of high census: collaborating with key stakeholders such as Administration, unit leadership, and ancillary service departments.
• Ensures equipment, and technology resources necessary to communicate and coordinate care.
• Leads the communication response to significant, unplanned events that threaten the institution's people, structures, ability to operate, assets and/or reputation.
• Proactively identifies potentially negative or volatile situations and intervenes to offset adverse impact.
• Provides direction and assistance in significant events by anticipating needs, analyzing situations, and assuring availability of resources.
• Supports and leads staff to safely manage the continuous operation of all appropriate/related functions of the enterprise.
• Guides staff through planned and unplanned electronic system, telephone, and other system downtimes.
• Functions as a valuable communication resource for internal / external disasters or other major events. Aligns department goals with the strategic plan of the enterprise.

Personnel Management

• Selects/hires employees and trains and/or oversees the training on job related tasks.
• Conducts employee performance management duties including completion and delivery of performance evaluations, setting goals, dissemination of information, coaching, addressing performance issues/routine correction actions, and recommending termination of employment. Makes salary recommendations.
• Submits notifications for personnel actions (e.g., status changes, terminations).
• Makes recommendations for human resource needs.
Develops and maintains staffing schedules and levels for the department.
• Oversees developmental efforts for employees to achieve acceptable performance or behavioral objectives and documents accordingly.

Operational/Financial Management

• Responsible for the implementation and execution of business plans or activities for the department. May assist in the development of business plans.
• Makes decisions guided by the business plan and resource availability that impacts service levels and the team's ability to meet objectives.
• Analyzes processes, data, and procedures to make recommendations and/or decisions on guidelines for daily processes/activities within the department. May recommend policy changes related to the department. Implements new or revised policies, processes, and procedures within the work area.
• Develops the annual budget, monitors and prepares budget variance reports for the department.
• Applies business and management expertise to identify problems/opportunities, determine solutions, and measure results.
• Ensures compliance with quality assurance, safety practices, policies, regulatory, and legal requirements.
• Identify and maintain up-to-date technology and trends in the industry, making recommendations as necessary.
• Utilizes resources in a responsible and cost-effective manner, to include assisting in the development of cost saving initiatives.

Customer Satisfaction

• Anticipates customer's needs and requirements. Conducts routine rounds with House Supervisors and Providers to include interaction and effective interventions when needs are identified, ensuring the highest satisfaction/service excellence.
• Consistently keeps hospital leadership informed of any difficult issues. Resolves issues with minimal or no assistance.
• Directs processes that assure concern reports contain complete objective description of events/ discussions.
• Identifies and systematically meets/ exceeds extended customer's expectations to improve satisfaction.
• Identifies, acknowledges, and incorporates physician/resident/LIP concerns into decision making and organizational action.
• Proactively strives for customer focused excellence by moving toward prevention strategies versus reacting to occurrences.

Quality

• Supports/participates in the Quality Initiative, which is based on continuous quality improvement of department performance goals, ensuring incorporation of staff's input.
• Coordinates and oversees unit/hospital based formal/informal auditing processes through tool development, accurate data collection and analysis, and appropriate follow up.
• Leads/participates in improvement activities by supporting change strategies.
• Demonstrates pattern of attention to detail and performing work correctly the first time.

Responsible for coordination and collaboration of activities and systems related to Operator functions, Dispatch functions of Children's transportation service, and care coordination facilitation between providers and areas. Effectively works to ensure high quality, communications, coordination, and service in partnership with key impact areas of care units clinical and medical leadership, patient transport program, house supervisors, and security

• Acts as a liaison to other departments support systems and structures within the facilities.
• Responsible for all inbound and outbound public safety communications mechanisms to the facilities locations (as appropriate). Responsible for public communication mechanisms (operator functions)
Oversee and coordinate systems (such as infinity, flight vector, etc.) for staff utilization and ongoing training, quality assurance programs to ensure the excellence of the communication functions for area staff. Collaboratively manages IT related systems, and interfaces.

Education Qualifications

• Bachelor's Degree from an accredited college or university in nursing Required

Experience Qualifications

• Minimum five years of experience working in healthcare operations experience Required and
• Minimum of two years of previous supervisory experience Preferred

Skills and Abilities

• Knowledge of basic leadership and team dynamics principles.
• Demonstrate ability to develop and implement staff training programs.
• Demonstrate ability to operate within prescribed budget limitations.
• Ability to interact with other departments related to department services.
• Strong interpersonal communication skills.
• Competency with computer skills and software programs.
• Accuracy in data entry.

Licenses and Certifications

RN - Registered Nurse - State Licensure and/or Compact State Licensure in the state of Nebraska Required

Children's is the very best for kids and the very best for your career! At Children's, we put YOU first so together, we can improve the life of every child!