You bring your body, mind, heart and spirit to your work as the Command Center Director.
Your compassion is tangible: patients feel it in the hand they hold. Families feel it in your prayers. Colleagues feel it in your support.
You know how to stay organized and move fast. You are confident in your patient assessment skills and can handle a high-volume workload well.
Youâ™re great at what you do, but you want to be part of something even greater. Because you believe that while individuals can be strong, the right team is invincible.
Saint Joseph Hospital is part of SCL Health, a faith-based, nonprofit healthcare organization that focuses on person-centered care. Our 365-bed facility is one of the top-ranked hospitals in Denver, and has been awarded the highest national recognition possible for nursing excellence â“ Magnet designation â“ by the ANCC. We are proud to extend the mission of SCL Health by providing care for the poor, the vulnerable, our communities and each other. Our deep community roots date back to 1873, making us one of the oldest hospitals in Colorado.
Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental and vision coverage. But health is more than a well-working body: it encompasses body, mind and social well-being. To that end, weâ™ve launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling and paid time off. We also offer financial wellness tools and retirement planning.
Together weâ™ll align mission and careers, values and workplace. Weâ™ll honor each otherâ™s dignity and surpass the standards we set. Weâ™ll encourage joy, demand safety and take pride in our integrity.
Weâ™ll laugh at each otherâ™s jokes (even the bad ones). Weâ™ll hello and high five. Weâ™ll celebrate milestones.
Weâ™re proud of what we know, which includes how much there is to learn.
The Command Center Director is responsible for the strategic planning, development, administration and operations of the SCL Command Center. The Director, under the direction of the COO, works closely with all the Denver Care Sites (GSMC, LMC, SJH, PVMC), Montana Region Hospitals and Western Slopeâ™s operational department and service line leaders, administrators, medical staff, Call Center and nursing staff to oversee and coordinate effective operations of the Hospitalsâ™ and SCL Command Center admission and transfer processes and protocols.
As the Director Command Center RN you need to know how to:
Responsible for the overall management of Command Center functions. Performs the activities related to planning, coordination, administrative, and liaison support of SCL Command Center and Hospitalsâ™ operations related to patient transfers, bed management and other functions part of Command Center operations.
Oversees the Command Center operations and development, implementation of new services, operations and process improvements.
Oversees the Command Center Manager to ensure resource and productivity management, process improvement, program development and budget.
Conducts assessments of processes and protocols, and recommends process changes to enhance operations for effective direct admits, transfers, information exchange and efficiency.
Develops and communicates system policies and procedures and reviews and revises as necessary.
Reviews the progress of strategic initiatives, action plans and operations with the COO.
Responsible for providing monthly and as needed reports to hospital liaisons, operational leaders, medical staff. Works with SCL ITDS and Decision Support in developing performance reports.
Promotes mission, vision and values of SCL Health, and ensure accomplishment of Command Center goals and objectives.
Ensures Command Center oversight and performance related to specific operational requirements and contracts in place at Care Sites to ensure compliance with contract elements.
Participates and is an active member of relevant committees or meetings relating to the Command Center.
Works with Service Line leadership to ensure Command Center functions support development and growth of Service Lines.
Meet the user needs through multidisciplinary communication, coordination and documentation.
Act as a liaison between the Command Center and SCL Medical Group, all regions transfer and bed management functions.
Provides on-site leadership in collaboration with Incident Command during emergency situations and works collaboratively with internal and external stakeholders during emergency and disaster plan execution.
Performs outreach to community physicians, care centers, SCL sites and non-SCL hospitals. Represents SCL health in outreach and customer relation activities and efforts.
Works closely with appropriate Medical Directors, FirstCall Medical Director, Strategic Planning and Business Development in contributing to the strategic positioning of the system through the development and coordination of improved access to SCL Health care sites and services.
In coordination with the System leadership, assures quality communications. Develops, in partnership with the Care Sites, communication standards, protocols, policies and procedures.
Responsible for developing relationships that will enhance public and private access to the SCL Denver Cares Sites, services, and physicians.
Develops and conducts a structured review and evaluation process for Command Center and Hospitalsâ™ performance in the direct admission, transfer and ED referral processes and data review, facilitating ongoing evaluation, review, and update of standards, functions, goals and objectives.
Promotes the SCL culture of excellence and quality service through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve, and anticipation of patient/customer needs.
Assists with the development of budgets and strategic planning for the Command Center. Contributes information and analysis to system and site organizational plans and reviews.
Initiates communication with others to be pro-active in problem resolution. The Director is responsible for developing, facilitating and maintaining high levels of team performance.
Communicates information to and from the hospital liaisons and Command Center. Maintains a positive communication style, keeps sites and SCL system leadership informed. Investigates and assists in resolution of issues.
Keeps the COO and SCL System leadership, Hospital Administration informed of issues that may require their attention.
Ensures regulatory compliance with all Command Center operations, including Stark, EMTALA, and any other pertinent to Call Center activities. Maintains current knowledge of Regulatory requirements impacting operations of Command Center.
As part of quality and data reporting, collects, correlates, analyzes and interprets operational, financial and statistical data and informs appropriate site and system management of operational performance of Command Center and of potential business opportunities.
Maintains and improves Center operations by ongoing monitoring of system performance, identifying and resolving problems, preparing and completing action plans.
Determines ongoing Command Center operational strategies by conducting needs assessments, performance reviews, understanding user requirements and standards, cost/benefit analyses for potential internalization of services.
We hire people, not resumes. But we also expect excellence, which is why we require:
Bachelorâ™s Degree or equivalent experience
Masterâ™s Degree preferred.
RN License, for RN candidate
Previous Call Center or Command Center experience
5 or more years previous experience managing a call center or related function, preferably in a medical environment.
Clinical background in patient care role
Strong Operational knowledge
Knowledge of the principles and practices of call center communications operations and/or healthcare management
Knowledge of state and national rules and regulations, including EMTALA, Stark
Exercise a high degree of autonomy, judgment, initiative, discretion, and decision-making
Ability to work in an evolving healthcare environment
Strong communication and presentation skills
Knowledge of productivity, financial operations and reporting systems
Patient and positive personality, and must be able to maintain healthy and productive relationships with sites and customers
Understanding of dynamics of customer service
Your next move.
Now that you know more about being the Command Center Director on our team we hope youâ™ll join us. At SCL Health youâ™ll reaffirm every day how much you love this work, and why you were called to it in the first place.
Work that matters. A team you can trust.
SCL Health now Intermountain Healthcare is a leading nonprofit healthcare organization and health system that provides high-quality, accessible, and affordable healthcare to more patients and communities in Utah, Idaho, Nevada, Colorado, Montana, Wyoming, and Kansas.
With more than 59,000 individuals with a shared goal to offer excellent care, we make a difference in our communities by putting our patients and families first. We believe fully engaged employees are the foundation of exceptional patient care. We value diversity and offer promising career opportunities with great benefits for those looking to make a difference in the communities we serve.