Job: Business Manager - Pediatric Call Center

Jobing Description

Located on the campus of University Hospitals Case Medical Center in Cleveland, Ohio, University Hospitals Rainbow Babies & Children?s Hospital is a 244-bed, full-service pediatric hospital and academic medical center, solely dedicated to the health care needs of children. A trusted leader in children?s health care for more than 120 years, UH Rainbow Babies & Children?s Hospital consistently ranks among the top children?s hospitals in the nation. As the region?s premier resource for pediatric referrals, UH Rainbow Babies & Children?s Hospital?s dedicated team of more than 1,300 pediatric specialists uses the most advanced treatments and latest innovations to deliver the complete range of pediatric specialty services to approximately 9,000 inpatients and 500,000 outpatients each year. Learn more at RainbowBabies.org.

Among the nation?s leading academic medical centers, University Hospitals Case Medical Center is the primary affiliate of Case Western Reserve University School of Medicine, a nationally recognized leader in medical research and education

The Program Manager will provide strategic direction and leadership to the Rainbow Call Center to become a national leader in nurse telephone care/triage, poison control and innovative medical call center services

1. Builds and retains a talented and inspired workforce by developing, engaging and empowering all personnel of the Call Center to fulfill their potential and the UH vision

2. Accountable and responsible to the achievement of organizational and financial goals to accomplish University Hospitals Mission, Vision and Values

3. Promotes an environment that supports family centered Relationship Based Care. Implements and educates staff on exemplary customer service and service recovery in a call center environment while overseeing daily 24/7 operations.

4. Responsible to lead and facilitate strategic program growth, development and organizational change in all current and future service lines. Bring national recognition to Rainbow by developing innovative and visionary clinical call center services.

5. Seek out new business opportunities in partnership with the Medical Director and conduct fair market value analysis, develop and present business plans, negotiate and implement contracts, and implement new clients/services.

6. Integrate clinical call center services with other clinical programs across the UH system, and with other clients, as appropriate.

Position Requirements:

Minimum of 5 years management experience in a healthcare environment, ideally in an ambulatory or call center setting. Demonstrated ability in program management or process improvement. Experience in leading change, excellent communication and organizational skills Contract negotiations and ability to influence preferred.

Education Requirements:

Master?s degree in business administration, finance, healthcare administration or a relevant field required

License Requirements:

Preferred Qualifications:

University Hospitals is proud to be an equal opportunity employer