Manager, Communications - job 2 of 2

At University of Maryland Charles Regional Medical Center (UM CRMC), our talented and diverse groups of professionals represent our strength. Through teamwork and a collaborative work environment, we proudly serve our patients and our community with unwavering commitment. It’s our passion for people that motivates us to do great work every single day.  Consistently named among the top 100 Best Places to Work in Maryland, our team members have the opportunity to grow professionally in a supportive and stimulating environment.

Job Summary

Under general supervision, works to provide administrative leadership for switchboard and physician answering services issues (services, billing, contracts, policy enforcement) in the medical center.  Manage all switchboard staff and functions within the department to include scheduling and timekeeping (Kronos).  Develops and implements department policies and procedures.  Ensures departmental compliance with regulatory requirements.  Responsible for the planning for, procurement, and management of telecommunications equipment including PDA’s, ZEBRA phones, desktop phones, and pagers.  Coordinates the problem reporting and resolution for all phone-related communications issues. Does or coordinates the programming/setup of the hospital PBX and Nurse-call/Emergin systems.   Supports the contracted phone-based interpretation services.

Primary Responsibilities

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.
•    Manages and directs the daily administrative and technical activities and personnel of the Telecommunications Department to include the Switchboard and Physician Answering Service; develops policies and procedures that guide and support services; maintains accurate schedules for staff and ensures time is accurate in the system for payroll
•    Supports telecommunications and information technology infrastructure by coordinating telephone system moves, adds and changes; manages the administration of the PBX and voice mail system; providing recommendation and assistance with changes to voice/data network for system optimization/improvement; schedules PBX and telephone system maintenance and repairs; participates on selection of vendors for communications equipment and services   
•    Monitors staff work performance, development and competence; provides opportunities for training and development; monitors staff progress toward defined goals/required results, providing specific feedback, coaching and corrective action when necessary     
•    Operates the department in a fiscally responsible manner maintaining operation with budget and making adjustments when needed; reviews monthly bills, verifying charges are accurate and makes note of any trends; coordinates billing and accounts receivables functions for the physicians’ answering service
•    Maintains and publishes a hospital directory reflecting current staff and physicians phone numbers.  
•    Perform all other duties as assigned.

Education & Experience - Required

•   Personal computer (desktop) experience required. 

Education & Experience - Preferred

• Three years’ experience operating and/or leading an answering service.
• Working knowledge of a CUCM PBX with voice mail.   

Knowledge, Skills, & Abilities
•    Demonstrates emotional maturity to function in stressful situations
•    Demonstrated ability to communicate effectively, both written and verbally, with staff, physicians, patients, other hospital personnel and the general public required.
•    Demonstrated ability to effectively prioritize and mange numerous concurrent projects/problems.
•    Demonstrated ability to proactively identify and implement effective strategies to enhance the financial performance of the department and the organization.
•    Demonstrated ability to listen to and understand customer problems and address those problems personally and/or coordinate other resources to resolve issues.
•    Demonstrated ability to make independent decisions regarding professional and technical areas required
•    Demonstrated ability to identify problems, develop course of action and follow through to resolution required
•    Demonstrated ability to identify issues, collect data, establish facts, solve problems related to computer systems and prioritize the needs of the customers
•    Demonstrated ability to ensure the confidentiality and rights of all patient, health system and departmental documents is required.

All your information will be kept confidential according to EEO guidelines.
Compensation:

• Pay Range: $33.40 - $50.13
• Other Compensation (if applicable): n/a
• Review the 2025-2026 UMMS Benefits Guide