Manager, Communications

Job Summary

Vista is seeking an experienced Communications Manager to oversee daily communication operations across the organization. This role is responsible for the provisioning, installation, configuration, operation, and maintenance of all telecommunications systems, hardware, software, and related infrastructure. The Communications Manager will also oversee the Communications Call Center and support system-wide communication stability, quality, and performance.

Essential Job Functions

CultureProfessional Standards

• Demonstrate full commitment to Vista's Community Cares Program and uphold the AIDET communication method.

• Model Vista's Standards of Behavior including Attitude, Appearance, Communication, Responsiveness, Safety Awareness, Service Recovery, and Sense of Ownership.

• Comply with all organizational, departmental, and regulatory standards.

• Participate in meetings, in-services, and training programs to maintain compliance and professional growth.

• Support strategic initiatives and operational changes; seek ongoing opportunities for professional development.

Communications OperationsManagement

• Manage the Communications Call Center and administer the Physician Answering Service.

• Oversee project and vendor management across multiple Vista locations.

• Perform system administration of all PBX and voicemail systems across the organization.

• Provide detailed problem resolution and review, analyze, and approve communication-related billing and contracts.

• Perform Phone Operator duties as needed and maintain technical documentation and standard operating procedures.

• Configure, test, and install telecommunications hardware and software.

• Conduct quality control, system diagnostics, and stability checks across the telecommunications architecture.

• Respond promptly to telecommunications issues, outages, and service disruptions.

• Identify opportunities to improve efficiency and system performance.

Supervisory Responsibilities

• Direct supervision of Communications Operators.

InternalExternal Interactions

• Internal: Daily interaction with hospital staff at all levels.

• External: Regular interaction with patients, physicians, vendors, the general public, families, and visitors.

Equipment Used

• Telephone systems, PBX console, computers, telecommunications software, voicemail programming tools, and Infortel call detail systems.

Working EnvironmentPhysical Requirements

• Frequent sitting, walking, standing, bending, and carrying/lifting up to 50 lbs.

• Occasional pushing of equipment up to 300 lbs.

• Must be able to see with corrective eyewear and hear clearly with assistance.

• May be exposed to infectious diseases, emergencies, crisis situations, and irregular work hours.

• May require wearing protective equipment.

• Bloodborne Pathogens Exposure: No routine exposure.

Minimum Qualifications

Education

• Bachelor's Degree in Communications or a related field.

Experience

• Minimum 5 years of communications experience in a call center and/or answering service environment.

• Advanced technical knowledge of telecommunications systems.

• Experience performing PBX and basic voicemail administrative functions, including ACD programming.

• Demonstrated ability to troubleshoot software and hardware issues and recommend improvements.

• Strong multitasking and organizational skills.

• Ability to write clear technical instructions.

• Ability to work professionally and collaboratively with staff, physicians, and vendors.

Specialized Skills

• Proficiency with PC systems, PBX consoles, voicemail programming, communication systems, and call tracking tools.

Customer/Patient Age Groups Served

• Must be able to provide appropriate support to all age groups served by the department.

Licensure/Certification

• None required.