Lifeline Communications Center Manager

Join a fantastic global healthcare organization!

Employee and Dependent Tuition Assistance

Career growth and development

Affordable and comprehensive benefits package

Required EMT Certification: Must possess a valid Current Maryland Emergency Medical Technician (EMT-B) or higher. Certification Etc: Current Basic Life Support CPR. LEAN Sigma certification preferred.

Position Summary:

The Lifeline Communications Center Manager is responsible for coordinating organizing evaluating and directing the operational components of the Johns Hopkins Lifeline Communications Center (HopComm). The Communications Center Manager will evaluate analyze and interpret Lifeline operations ensuring that priorities and operations are aligned with the vision and strategic goals of Johns Hopkins Lifeline. The Lifeline Communications Center Manager shall clearly articulate transport processes outcomes and benefits to physicians hospitals and customers. Reports to the Director of Operations for Lifeline. Serves as the primary point of contact for internal and external customers including hospital and department leaders EMS and transport agencies. Develops and recommends policies procedures or programs to improve or enhance the quality efficiency and/or effectiveness of Lifeline operations in collaboration with the Lifeline Leadership Team. Works collaboratively with the leadership team of the Capacity Command Center to optimize transport for both inter-hospital and intra-hospital transfers on the East Baltimore campus.

Work Location: 600 N Wolfe St Baltimore MD

Work Hours: 8:00 am 4:30 pm

Education: Bachelors degree required Masters degree preferred. Requires a professional level of knowledge of healthcare delivery systems.

Work Experience: Five years full-time (or equivalent) experience as a Medical Dispatcher required. Three years of supervisory experience required. Previous work experience within a hospital-based critical care transport system is preferred.

Knowledge/ Requirements-

• Requires knowledge of Maryland and District of Columbia EMS systems protocols standards and regulations.
• Requires general knowledge of department and institutional policies procedures and guidelines.
• Requires working knowledge of radio communications medical dispatch and fluency in medical terminology.
• Requires experience with third-party payers and reimbursement procedures. Requires computer knowledge (hardware and software) specific to the use of email computer-aided dispatch systems electronic patient care reporting data analysis reports and word processing. Previous work experience within a hospital-based critical care transport system is preferred.
• Ability to satisfy the role of Transport Coordinator. Analytical skills are required to solve
• problems recognize trends and report outcomes.
• Ability to analyze department operations and manage multiple work priorities. Established interpersonal skills necessary to interface with department personnel physicians and hospital staff.
• Ability to work within a dynamic environment while maintaining professionalism and department customer service standards.
• Machines Tools Equipment: Radio communications PC and necessary software general office and communications equipment.
• Technical Skills: Knowledge of productivity financial operations and reporting systems. Strong communication and presentation skills. Ability to work in an evolving healthcare environment.
• Budget Responsibility: Effectively utilizes resources within collaboration with the Lifeline Director of Operations coordinates maintenance of communications equipment manages supplies and minimizes overtime to meet the departments needs.
• Authority/Decision Making Exercise a high degree of judgment initiative discretion and decision-making.
• Supervisory Responsibility: Accountable for department performance twenty-four hours/day by motivating supervising and monitoring Lifeline Communications Center staff.
• Accountable to work in a self-directed fashion to achieve personal departmental and organizational goals with minimal immediate oversight.
• Accountable for training new communications personnel in work processes and competencies. Oversight of orientation for new staff to the department.
• Accountable for preparing payroll; developing and posting schedules in collaboration with the scheduling committee; monitoring attendance; making schedule changes to meet departmental service demands.
• Accountable for monitoring/enforcing policies and procedures; issuing disciplinary actions under the direction of the Director of Operations for Lifeline.
• Accountable for identifying investigating solving and reporting operational issues.
• Accountable for investigating involving and reporting problems to appropriate stakeholders.
• Accountable for maintaining accurate organized and current record-keeping.
• Accountable for providing regular and ad hoc data reports as required.

WORKING CONDITIONS:

Works in a fast-paced office environment with high call volume and frequent interruptions while maintaining awareness of surrounding activities.

Work flexible hours with short notice. Available for routine and emergency on-call.

Works well with others maintains high customer service standards.

Salary Range: Minimum 31.96/hour - Maximum 55.95/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount salary discussions will occur during candidate screening calls before any subsequent compensation discussion is held between the candidate and any hiring authority.

We are committed to creating a welcoming and inclusive environment where we embrace and celebrate our differences where all employees feel valued contribute to our mission of serving the community and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity and expression age national origin mental or physical disability genetic information veteran status or any other status protected by federal state or local law.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.