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Director, Communications

  • Job ID: 861166319
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Center for Emergency Medicine
  • Department: Communications Center
  • Location: 200 Lothrop St, Pittsburgh PA 15213
  • Union Position: No
  • Salary Range: $0 / hour

Description

Purpose:
The Director of Communications is responsible for the oversight of STATCom, STAT MD, UPMC (Pittsburgh) Medic Command and any other programs that may be assigned to the department. The Communications Department processes more than 50,000 medic command and physician consultation calls a year with a staff of more than 40 FTEs. The Director of Communications is an active part of the senior management team, and is responsible for developing and implementing policies and procedures, developing and implementing quality improvement programs and departmental guidelines, providing daily administration and supervision, and providing account management services to external clients.

Responsibilities:

  • Work collaboratively with other departments to perform system status management of transportation system.
  • Manage fiscal operations including invoicing and budgeting for STAT Com related services.
  • Establish and promulgate policies and procedures for daily operations within the Communication Center.
  • Develop and implement continuous educational programs for communication center personnel.
  • Work with clinical, aviation and other departments as necessary to effectively manage all STAT Com related programs.
  • Work directly with the CFO and his/her respective staff to insure appropriate reimbursement information is or has been obtained and processed appropriately;
  • Intervene with conflict resolution between staff members as required.
  • Represent CEM/ STAT MedEvac in a professional manner at all times.
  • Access protected health information and other patient information only to the extent that is necessary to complete his/her duties.
  • Maintain and promote clear and concise communications at all times.
  • Direct hiring, performance evaluation and disciplinary process for communication specialists and transport coordinators.
  • Assess and recommend call center technology upgrade to improve efficient communications.
  • Direct supervisors and staffing as necessary for twenty-hour hours/day operations;
  • Maintain a cooperative and team-oriented working relationship with clients, co-workers and subordinates.
  • Investigate and resolve issues involving communication center performance.
  • Produce reports for senior management and external clients as requested or required by contracts.
  • Continue to develop, implement and manage continual QI processes.
  • Protect the privacy of all patient information in accordance with the STAT MedEvac privacy policies, procedures, and practices, as required by federal and state laws.
  • Ensure positive customer relations and customer service satisfaction.
  • Accept additional duties as assigned.
  • Establish and maintain ongoing and direct interaction as the primary liaison with customers, client representatives and respective support personnel.
  • Assess and maintain current communication center technology.
  • Work directly with the Human Resources representative assigned to the department.
  • Review and update STAT MedEvac policies and procedures in conjunction with other departments and their respective department heads.
  • Represent STAT MedEvac with regard to air medical communications topics a the local, State and national levels.
  • Report, without the threat of retaliation, any concerns regarding STAT MedEvac's policies and procedures on patient privacy and any observed practices in violation of that policy to the designated Privacy Officer.
  • Direct all technical and personnel aspects of the communication center programs as necessary for communication center functions.
  • Report information to the Vice-President and President/ CEO as well as the management team on a regular basis.
  • Only share such information with those individuals and entities that have a need to knowspecific patient information
  • Communicate privacy policy information to co-workers, students, patients, and others in accordance with the STAT MedEvac privacy policies.
  • Provide timely, organized and detailed document management services such as policy and procedure changes and general information dissemination.

 

Qualifications

  • Bachelor's degree in Business, Management or other related degree.
  • Emergency Medical Technician.
  • Minimum of 3 years of experience in a management position with significant customer service responsibilities.
  • Intermediate to advanced proficiency with Microsoft Office applications.
  • Strong interpersonal and communication skills.
  • Strong organizational skills
  • Management experience running a busy customer service or public safety call center, preferred.
  • Experience with Flight Vector, emsCharts, preferred


Licensure, Certifications, and Clearances:

  • Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct