LIFELINE COMMUNICATIONS CENTER MANAGER

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Employee and Dependent Tuition Assistance

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Affordable and comprehensive benefits package

Required EMT Certification: Must possess a valid Current Maryland Emergency Medical Technician (EMT-B) or higher. Certification, Etc: Current Basic Life Support CPR. LEAN Sigma certification preferred.

Position Summary:

The Lifeline Communications Center Manager is responsible for coordinating, organizing, evaluating, and directing the operational components of the Johns Hopkins Lifeline Communications Center (HopComm). The Communications Center Manager will evaluate, analyze, and interpret Lifeline operations, ensuring that priorities and operations are aligned with the vision and strategic goals of Johns Hopkins Lifeline. The Lifeline Communications Center Manager shall clearly articulate transport processes, outcomes, and benefits to physicians, hospitals, and customers. Reports to the Director of Operations for Lifeline. Serves as the primary point of contact for internal and external customers, including hospital and department leaders, EMS, and transport agencies. Develops and recommends policies, procedures, or programs to improve or enhance the quality, efficiency, and/or effectiveness of Lifeline operations in collaboration with the Lifeline Leadership Team. Works collaboratively with the leadership team of the Capacity Command Center to optimize transport for both inter-hospital and intra-hospital transfers on the East Baltimore campus.

Work Location: 600 N Wolfe St, Baltimore, MD

Work Hours: 8:00 am – 4:30 pm

Education: Bachelor’s degree required, Master's degree preferred. Requires a professional level of knowledge of healthcare delivery systems.

Work Experience : Five years full-time (or equivalent) experience as a Medical Dispatcher required. Three years of supervisory experience required. Previous work experience within a hospital-based critical care transport system is preferred.

Knowledge/ Requirements-

• Requires knowledge of Maryland and District of Columbia EMS systems, protocols, standards, and regulations.
• Requires general knowledge of department and institutional policies, procedures, and guidelines.
• Requires working knowledge of radio communications, medical dispatch, and fluency in medical terminology.
• Requires experience with third-party payers and reimbursement procedures. Requires computer knowledge (hardware and software) specific to the use of email, computer-aided dispatch systems, electronic patient care reporting, data analysis reports, and word processing. Previous work experience within a hospital-based critical care transport system is preferred.
• Ability to satisfy the role of Transport Coordinator. Analytical skills are required to solve
• problems, recognize trends, and report outcomes.
• Ability to analyze department operations and manage multiple work priorities. Established interpersonal skills necessary to interface with department personnel, physicians, and hospital staff.
• Ability to work within a dynamic environment while maintaining professionalism and department customer service standards.
• Machines, Tools, Equipment: Radio communications, PC and necessary software, general office and communications equipment.
• Technical Skills: Knowledge of productivity, financial operations, and reporting systems. Strong communication and presentation skills. Ability to work in an evolving healthcare environment.
• Budget Responsibility: Effectively utilizes resources within control. In collaboration with the Lifeline Director of Operations, coordinates maintenance of communications equipment, manages supplies, and minimizes overtime to meet the department's needs.
• Authority/Decision Making – Exercise a high degree of judgment, initiative, discretion, and decision-making.
• Supervisory Responsibility: Accountable for department performance twenty-four hours/day by motivating, supervising, and monitoring Lifeline Communications Center staff.
• Accountable to work in a self-directed fashion to achieve personal, departmental, and organizational goals with minimal immediate oversight.
• Accountable for training new communications personnel in work processes and competencies. Oversight of orientation for new staff to the department.
• Accountable for preparing payroll; developing and posting schedules in collaboration with the scheduling committee; monitoring attendance; making schedule changes to meet departmental service demands.
• Accountable for monitoring/enforcing policies and procedures; issuing disciplinary actions under the direction of the Director of Operations for Lifeline.
• Accountable for identifying, investigating, solving, and reporting operational issues.
• Accountable for investigating, involving, and reporting problems to appropriate stakeholders.
• Accountable for maintaining accurate, organized, and current record-keeping.
• Accountable for providing regular and ad hoc data reports, as required.

WORKING CONDITIONS:

Works in a fast-paced office environment with high call volume and frequent interruptions, while maintaining awareness of surrounding activities.

Work flexible hours with short notice. Available for routine and emergency on-call.

Works well with others, maintains high customer service standards.

Salary Range: Minimum 31.96/hour - Maximum 55.95/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.