Manager of Operators Badging and Parking

Education

High school diploma required. Associate's degree preferred.

Experience

3 years in a supervisory role, preferably in a healthcare environment.

Knowledge, Skills and Abilities

• Excellent customer service and professional behavior.
• Excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to problem solve and handle emergency situations in a calm and efficient manner.
• Ability to work under pressure with frequent interruptions.
• Ability to exercise tact and diplomacy.
• Technical skills include use of Microsoft Office, HEAT, and Amtelco 1Call systems as well as basic phone and paging system troubleshooting.
• Provide oversight and management of access control systems.
• Program and design of access control matrix for employee access cards.
• Performs other related duties as assigned.

Principal Duties and Responsibilities

• Manages personnel resources within established productivity guidelines and budget. Interviews and hires new Telephone Operators. Administers corrective actions and/or conducts terminations as necessary. Manages and approves employee timecards. Monitors annual completion of corporate competencies.
• Coordinates and schedules employees to ensure adequate coverage 24 hours a day - including holiday, vacation, sick leave and critical incident coverage. Uses minimum amount of overtime necessary when scheduling and arranging for coverage. Provides on-call coverage during non-business hours for the Physician Answering Service.
• Develops and contributes to the achievement of established department goals and objectives, coaching staff to adhere to department policies and procedures. Creates requisitions for open positions. Meets with staff to review 90-day evaluations, quarterly audits, annual reviews.
• Conducts new hire training to include general onboarding, review of GBMC department policies and procedures, email, and Timekeeping system. Conducts training in the Operator software and paging systems. Provides remedial training for current staff where needed.
• Complies and maintains reporting data and analytics relevant to call volume, abandoned rate, and other pertinent metrics. Develops and maintains a quality assurance program that includes the monitoring of Operator calls, reviewing the accuracy of call processing and implementing tactics to address identified deficiencies.
• Assures appropriate configuration of Amtelco 1Call system and telephone/paging equipment. Ensures all Communication Center equipment is in working order. Utilizes HEAT ticketing system to perform system access and directory changes.
• Monitors and maintains Communications Center department supplies. Monitors budget to limit variances.
• Monitors and maintains Badging department supplies. Monitors budget to limit variances.
• Provides follow-up on patient safety events involving Emergency Clinical codes. Participates in a variety of meetings, committees, taskforces, and/or other related groups to communicate information and facilitate continuous improvement.
• Organizes individual and group recognition activities/ events.
• On-Call responsibility to respond to critical issues that arise outside of business hours, including, nights, weekends, and holidays. Performs duties of Telephone Operators in time of need, and during absence of scheduled employees.
• Assists staff with monitoring Facilities alarms related to the boiler room, engineering, and fire alarms. Works in Tandem with Security with issues related to Telephone Harassment and other security protocols.
• Analyze and interpret data, using a variety of statistical techniques, concentrating on the accuracy of information
• Develop and implement core strategies for database handling, data collection systems, and data analytics.
• Filter data by reviewing computer reports, and performance indicators, in a bid to locate and correct coding problems.
• Manipulate information to create specialized reports, according to the instructions of requesters
• Process request for GBMC badges and maintain the existing badging system.
• Provide card reader audits as requested.
• Provide badge reports/audits as requested.
• Provide monthly revenue reports on garages.
• Provide transaction reports on garages as requested.
• Perform high volume and detailed work with accuracy
• Provide a high level of customer service to a diverse employee group and the public.
• Monitors and maintains access and reports for all parking equipment.
• Other duties as assigned

Licensures, Certifications

N/A

Physical Requirements

• Ability to sit, stand, walk throughout the hospital, concentrate and pay close attention to detail

Working Conditions

• On-Call responsibility
• Normal office work environment with little exposure to excessive dust and temperature
• Availability to work any shift as critical situations warrant

Pay Range

Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.

COVID-19 Vaccination

All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.