Envision Healthcare Communications Manager in Arvada, Colorado

Req ID: 107002 Entity: AMR SUMMARY: Support the AMR mission of making a difference by caring for people inneed and deliver on the brand promise of responsive, reliable, andrespected. As a key member of the business unit s management team, theCommunications Center Manager is the business unit s communications andcustomer service expert and partners with operations and business developmentleaders to ensure the business unit team is on track to fulfill on servicedeliverables. The Communications Center Manager provides key leadership forthe Colorado Communications Center by assuring that the team members theysupport have the education, tools, guidance, time, motivation andeasily executed processes to assure a positive work environment delivering anexcellent / frictionless (reliable, relevant, valuable, andtrusting) experience for team members, partners, and customers. Thishighly visible leadership position must be able to represent and instill animage of superior service and quality and continue to raise the bar ofperformance and exceeding customer expectations. The Manager will strive tobalance the science of operating a complex communication center with the artof delivering exceptional, personalized service to every team member, business KEY RESPONSIBILITIES include the following. Other duties may be assigned. Achieve Results * Meet daily, weekly and monthly key contact center performance goalsfor customer experience, quality, productivity and key performance metrics. * Deliver breakthrough levels of improvement by applying processimprovement tools. * Achieve customer service goals and affect advancements in the qualityand level of care provided by the team at AMR. * Provide leadership and direction in the planning, development,implementation, and monitoring of customer service related outcomes. * Monitor and evaluate center monthly performance. * Ensure that the right level of resources are available to meetcustomer demand. * Work with local Operations Manager in development and administrationof annual department budget to attain business goals with operationalstability, Operational Excellence * Ensure that customers questions and problems are resolved properly andquickly. Address challenging customers and problems that require escalationoutside of the Communications team. * Act as an internal consultant by leading the design/redesign,development, implementation and monitoring of process improvement to enhancequality, operational performance and customer experience. * Ensure the AMR Communications team is fully educated and clinicallycompetent to deliver the highest quality emergency and ambulance services. Relationships * Establish and ensure positive, working relationships within the AMRorganization. * Build and maintain a positive working environment that attracts andretains high- quality team members. * Establish and ensure positive working relationships withco-responders, EMS Agencies, area hospitals, clinics, community healthdepartments, regulatory entities, and allied organizations. Leadership/Supervision, Stewardship Citizenship * Assist and provide ongoing leadership and guidance to align keystakeholders: group leadership, operating leaders, other team members touncover and assess process improvement opportunities. * Establish and ensure the AMR team adheres to prescribed standards ofquality assurance and performance improvement. * Ensure the organization meets or exceeds all governmental,regulatory and accreditation standards in all areas of day to day operations. * Support and uphold all policies, procedures, and protocolsassociated with the operations of the AMR organization. * Facilitate, educate, mentor and coach others throughout theorganization in the use of process improvement tools andapplication/execution of these tools. * Ensure all medical data, patient records, and clinical outco