Job Description

JOB TITLE: Manager, Patient Support Services & Telecommunications

SUPERSEDES: 08/16, 01/19 (Manager, Patient Support Services), 05/22

FLSA: Exempt

JOB CODE: 8986

ISSUED: 08/2016

REVISED: 09/2023

BASIC FUNCTION AND RESPONSIBILITY

The Manager, Patient Support Services & Telecommunications manages the day-to-day operations of Patient Support Services, Telecommunications, and other departments within the support service lines as needed. A high priority is placed on customer service and interaction with patients, staff, and the public on a daily basis to ensure our services are performed at a high level and meet the needs of our patients and guests.

ESSENTIAL FUNCTIONS

Engage staff on a formal and informal basis. Conduct regular staff meetings to disseminate information, gather suggestions, and present in a positive and inspiring manner to maintain and motivate staff outlook. Plan, assign, and review through support supervisors, the work of the departmental staff. Provide guidance on matters relating to the operations of the department and the direction of the staff.

Supervise training to ensure all procedures, equipment, guidelines, software, and regulatory compliance areas are covered and understood by employees. Maintain staff training records.

Manage the interviewing, selection, training, and counseling of staff in Patient Support Services, Telecommunications departments, and other assigned Support Services departments.

Oversee the daily operations of Patient Transport, Telecommunications, and other assigned support services areas by planning, assigning, and reviewing the work.

Responsible for staff who answer and direct incoming calls to the health system and to the hospital emergency response lines, sending notifications, and responding to alarms and emergency response protocol as required. Also responsible for maintaining physician call schedules and notifying the correct physicians as needed.

Provide monitoring and notifications related to various regulatory and security systems; including fire alarm, medical gas (oxygen, vacuum, and medical air), access intercom system, closed circuit television, intrusion alarms, and panic/duress alarms.

Make daily rounds to interact with staff and ensure visibility to patients and visitors. Work with staff to resolve issues identified during the rounds. Monitor department operations and objectives to ensure quality services are being provided.

Assist in the preparation of annual budget, goals, and objectives, ensuring completion. Maintain budgetary guidelines for the year. Keep the Director informed of any potential budgetary overages before they occur. Attend and

participate in meetings as required and engage in those meetings in a positive and constructive manner, helping to assure a beneficial outcome.

Develop and implement departmental policies and procedures that are consistent with the MU Health Care mission and goals. Instruct and advise staff on changes in policies, procedures, or work routines. Monitor departmental operations and objectives to ensure the most effective services are being provided.

Manage the development, coordination, and maintenance of daily staffing schedules to ensure the appropriate level of coverage and continuity of care.

Monitor and oversee time and attendance in alignment with MU Health Care policies and practices, ensuring accuracy of records and timely approval for payroll purposes.

May complete unit/department specific duties as outlined in department documents.

KNOWLEDGE, SKILLS AND ABILITIES

Ability to manage multiple departments with a focus on positive customer outcomes.

Ability to direct and motivate staff.

Ability to define problems, collect data, establish facts, and draw conclusions.

SUPERVISION RECEIVED

General supervision by the Director of Environmental Services and Telecommunications

SUPERVISION EXERCISED

Provides supervision of Care Team Associates-Support Services and Communications Associates. Assists in the direct or indirect supervision of Environmental Services, Linen Services, or other assigned Support Services staff as needed.

REQUIRED QUALIFICATIONS

Bachelor's degree or an equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired.

Five (5) years of experience in the healthcare or service industry.

Two (2) years of supervision/management experience.

PREFERRED QUALIFICATIONS

Additional license/certification requirements as determined by the hiring department.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met with or without reasonable accommodation. The performance of these physical demands is an essential function of the job. The employee may be required ambulate, remain in a stationary position and position self to reach and/or move objects above the shoulders and below the knees. The employee may be required to move objects up to 10 lbs.

PERFORMANCE EXPECTATIONS

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job; however, completion of these duties is a measure of successful performance. Employees of this job classification are subject to performance reviews. Basic function, responsibilities and characteristics duties may change at any time with or without notice.

SAFETY SENSITIVE STATUS

This position is considered safety sensitive.

This document is a general description of typical job duties, responsibilities and qualifications of employees holding the associated job title. Additional duties, specific qualifications and work emphasis may vary between individual positions.