This position reports to the Director of Unified Communications and provides supervision and management for a broad range of support services to OHSU. The manager works with OHSU customers, both internal and external, and department leadership to deliver exceptional customer service, understand specific needs and concerns of customers, implement process improvements and efficiencies, and support a 24/7/365 mission-critical contact center.
The Manager, Campus Operators and Physician Advice and Referral Service:
Manages the daily operations, performance, and problem resolution for Campus Operator/Physician Advice and Referral Contact Center staff
Develops and manages budgets and justifications
Manages the design, documentation and creation of standard operating procedures and processes for staff and technologies used
Acts as a liaison to business units within and outside ITG
Calls received to this group include general population/customer requests, internal requests for paging, on-call assignments, code calls (emergent communications), emergency notifications, as well as a VIP level concierge service to outside physicians.
This unit has an immediate and direct impact on emergency communications and day-to-day business communications of university staff, OHSU business partners and the general public.
Bachelors degree in a computer-related field or equivalent experience, and 3 years of related direct management or leadership role.
Significant organizational and management skills, specifically within a large organization.
IT project/Program management experience.
Experience in complex technology environment, including hands-on experience in direct customer support.
Minimum five years in a contact center environment, understanding Voice, Paging and contact center services
Minimum three years managing in a health care environment
Basic knowledge of networking, telephony and Unified Communication systems
Experience creating and managing budgets, as well as preparing financial reports
Job-Related Knowledge, Skills & Abilities:
Excellent written, spoken and listening skills.
Excellent interpersonal skills; proven and recognized as a team player with excellent coordination and communication abilities.
Leadership skills in team building and staff development.
Call Center Experience
Knowledge of customer service measurement and performance improvement principles and tools.
Ability to operate in a highly stressful environment, demonstrating good judgment and creative, original thinking to address the demands of the business.
Ability to influence, motivate and provide clear direction.
Understanding of best practices concepts.
Experience in a Union environment.
Experience in a health care setting, understanding user communities needs and requirements.
Experience overseeing IT staff.
Experience in a 24/7 contact center
Knowledge of technology in use at OHSU, specifically Spok
Project management skills as either a manager or a team member.
Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or [email protected]
As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm