JOB SUMMARY: The Sr. Manager of Operator Services oversees and manages the system wide operator services support for Harris Health which includes the three pavilions as well as the 15+ outpatient facilities throughout Harris County. The general functions of this role include oversight of the Operator Services Department which is a 24 hours, 7 days a week operation, responsible for paging, code deployment, Ask My Nurse intake, scheduling appointments and general inquiry calls throughout the Harris Health System as well as other providing cross coverage for support functions evenings and weekends. In addition, this position is specifically responsible for the monthly maintenance of >200 clinical on call schedules across Harris Health. The Sr. Manager for Operator Services will provide leadership through communication, motivation, training and development of staff while ensuring quality service to our patients as well as to our many clinical and departmental customers across the system. Additionally, this position is responsible for a thorough understanding of the critical technical systems that support operator services. This individual will drive change to workflow processes to improve efficiency and effectiveness by working collaboratively with leaders throughout the Harris Health System.
Education/Specialized Training/Licensure: Bachelor's Degree or equivalent work experience
Work Experience (Years and Area): 10 years Call Center experience
Management Experience (Years and Area):Five years leadership/staff management experience
Communication Skills: Above Average Verbal (Heavy Public Contract), Writing /Composing Correspondence, Writing /Composing Reports
Other Skills: Analytical, Medical Terms, Statistical, Expertise with multiple telephonic and paging systems that support Operator Services, MS Word, MS Power Point, MS Excel, MS Outlooks, PC, Typing (between 20-29 words per minute)
Work Schedule: Weekends, Holidays, Flexible, On Call, Travel to applicable Industry conferences
Internal Number: 148111
About Harris Health System
The Harris Health System is a fully integrated healthcare system that cares for all residents of Harris County, Texas. We are the first accredited healthcare institution in Harris County to be designated by the National Committee for Quality Assurance as a Patient-Centered Medical Home, and are one of the largest systems in the country to achieve the quality standard. Our system includes 23 community health centers, five school-based clinics, a dental center and dialysis center, mobile health units, a rehabilitation and specialty hospital and two full-service hospitals.Ben Taub Hospital is a world renowned Level I Trauma Center with 586 licensed acute-care beds and provides a wide range of specialty care outpatient services. Lyndon B. Johnson Hospital is a 328 licensed bed acute-care hospital with a newly expanded Level III trauma center and a distinguished regional center for neonatal intensive care for high-risk deliveries.Harris Health is a teaching system for Baylor College of Medicine and The University of Texas Health Science Center at Houston (UTHealth). We train the next generation of healthcare providers on the latest medical procedures and technological breakthroughs.With... our fully integrated electronic medical records system, we offer patients the convenience and assurance that their medical history is accurate, safe and available when and where it is needed. Our Medical Home designation ensures that we offer a full range of preventive, specialty and acute care services for the entire family.