Regional Director, Telecommunications and Dispatch Center
Location: Valhalla, New York
Internal Number: 28864
The Regional Director, Telecommuncations and Dispatch Center is responsible for the planning, organization, directing, controlling resources, and the delivery of communication services for the Valhalla, Health Alliance and Mid Hudson facilities. The Regional Director will have oversight of the switchboard, emergency code/alarm system, support services call center, and mobile device management for the Valhalla, Health Alliance and Mid Hudson . The Regional Director will be responsible for implementing policies, procedures, and performance metrics, including quality standards.
Establishes, identifies and ensures systems and standards are in place to promote the effective delivery of communications throughout the facility, and ensures that patient's safety is maintained via continuous monitoring of various alarms systems.
Ensures the highest standard of customer care is delivered and maintained: including inbound and out bout call management, complaints, etc.
Responsible for following performance metrics, including but not limited to: call efficiency, low abandonment rate, staffing ratios, acceptable turnover, financial expense monitoring, service levels, and average time to answer, etc.
Ability to analyze operational data and approved management techniques to obtain maximum effectiveness and efficiency.
Ensures call volume forecasts and planning requirements are built to manage peak volume periods to ensure key performance metrics are met.
Ability to react to day to day issues and unforeseen situations.
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum patient and customer satisfaction.
Develop, implement and maintain effective internal and external quality assurance programs fostering continuous improvement and exceeding service levels.
Authorizes purchases and the use of supplies and equipment in conformance with established contracts.
Implements policies and practices for assigned areas to ensure compliance with Medical Center standards and external requirements.
Promotes and provides quality customer service and proactively identifies and resolves customer issues.
Track invoices and expenditures ensuring careful evaluation of trends and expenses that impact budget.
Undertakes special projects and assignments as directed.
5 years in a supervisory or management level position in a hospital, performing similar duties and functions, which includes business management, call center management, contact center experience, required. Demonstrates consistent career progression with increasing levels of responsibility. Experience with call center systems (e.g. Avaya, Cisco, NICE, Verint, Salesforce, etc.) preferred.
WMCHealth is a 1,900-bed healthcare system headquartered in Valhalla, New York, with ten hospitals on eight campuses spanning 6,200 square miles of the Hudson Valley. WMCHealth employs more than 12,000 people and has nearly 3,000 attending physicians. From Level 1, Level 2 and Pediatric Trauma Centers, the region’s only acute care children’s hospital, an academic medical center, several community hospitals, dozens of specialized institutes and centers, a state of the art Telemedicine program, skilled nursing, assisted living facilities, homecare services and one of the largest mental health systems in New York State, today WMCHealth is the pre-eminent provider of integrated healthcare in the Hudson Valley.