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Day - 08 Hour (United States of America)

Located in the heart of Silicon Valley, Stanford Health Care’s mission is to heal humanity through science and compassion, one patient at a time. The Facilities Services division plays a key role in helping Stanford Health Care accomplish this mission; planning for tomorrow, managing for today. With a fast-paced, tech-savvy and lean culture that focuses on goals, metrics and continuous improvement, Facilities Services provides non-clinical operational support to Stanford Health Care and other Stanford Medicine entities to ensure safe and successful non-clinical operations 24/7 and plan for the organization’s future facility needs.

For more information about Facilities Services, visit https://stanfordhealthcare.org/about-us/facilities-services-and-planning.html

If you are interested in joining a nationally recognized health care system that was recently recognized as one of the top ten hospitals by U.S. News, home to numerous Nobel Prize winners, and being part of a cohesive team, please read the job description below and apply online.

The Facilities Services Response Center department (“FSRC”) encompasses five critical response centers that support the full scope of Facilities Services providing a broad range of operation support across Stanford Medicine. With a fast-paced, technologically advanced and lean culture, critical components of the FSRC department rely heavily on goals, metrics, continuous improvement to ensure safe and successful non-clinical operations 24/7.

As the FSRC Senior Manager, you will play a pivotal role in the strategic development of the business, overseeing daily operations to ensure efficiency, quality and exceptional customer satisfaction. In this leadership role, you will manage and develop a robust team of Call Center Specialists, Supervisors and Manager to implement key strategic initiatives, analyze performance metrics to drive continuous improvement, provide top-tier customer service and lead the future of a technologically advanced call center. Your strong communication, and problem-solving skills will be essential as you manage escalating issues and collaborate with various stakeholders to enhance overall business performance.

We are seeking a passionate and transformative leader with a proven track record in call center management and a commitment to delivering outstanding customer service. This is more than just a job, it is a chance to make a tangible impact on daily operations of a leading healthcare institution.

Why Join Us? This is your chance to make a significant impact in a role that combines leadership, strategic thinking, and collaboration. If you are passionate about driving efficiency and excellence, we want to hear from you! Join us in shaping the future of our Facilities Response Call Center and be part of a team that values innovation and continuous improvement.

Apply today and take the next step in your career with us!

This is a Stanford Health Care job.

A Brief Overview

The Stanford Medicine Senior Manager, Facilities Call Center leads the team that dispatches facilities, transportation, and security personnel to emergent and non-emergent calls for assistance and service. The role requires a highly motivated manager who possesses a strong leadership background and the ability to manage a diverse team of transportation professionals, security officers, facilities operations center specialists, security technology professionals, and facilities technicians.

In addition to leading and further developing a "best-in-class" operations center, the Senior Manager will play a key role in developing and leveraging a team approach to delivering the utmost excellent customer service. The Senior Manager wil play a critical role in oversight, performing supervisory functions for the assigned team, supervisors and managers. This position is based in Menlo Park, California with significant oversight at all other Stanford Medicine Facilities Call Centers around the San Francisco Bay Area. Work schedules may include on-call, weekends and after-hours, including time of necessary emergency response, or special events that will require working beyond the normally scheduled work day.

Locations

Stanford Health Care

What you will do

+ Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients’ rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

+ Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions.

+ CONNECT with people by calling them their proper name, or the name they prefer (Mr., Mrs., Dr.)

+ INTRODUCE yourself and your role.

+ COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient.

+ ASK permission before entering a room, examining a patient, or undertaking an activity.

+ RESPOND to patient’s questions or requests promptly; anticipate patient needs.

+ EXIT courteously with an explanation of what will come next.

+ Call Center and Service Request Operations Management:

+ Leads daily huddles with site/area managers and supervisors

+ Manages the day-to-day operations of the call center, ensuring that requests are handled promptly, accurately and in compliance with established protocols.

+ Collaborates with Operational Technology and relevant departments to ensure call center technologies and systems are effective and properly utilized.

+ Provides guidance, support and performance feedback to ensure team delivers exceptional customer service to internal stakeholders, including clinic staff and administrative personnel.

+ Manages a team of agents dedicated to addressing engineering, maintenance, property and facility requests.

+ Communication and Stakeholder Engagement:

+ Act as a liaison between different business unit and stakeholders.

+ Provides regular feedback and insight to relevant departments to support continuous improvement in engineering, main entrance and facility management.

+ Communicates effectively with leadership to ensure cohesive approach and issue resolution.

Education Qualifications

+ Bachelor’s Degree in a work-related disciple/field from an accredited college or university or 9 years of related experience in lieu of degree Required

+ High school diploma or GED equivalent Required

Experience Qualifications

+ Nine (9) Years of progressively responsible work experience, including management experience Required

Required Knowledge, Skills and Abilities

+ Working Knowledge of Police and EMS Response Protocols and Practices.

+ Ability to Implement and Maintain Call Center Policies, Strategies, and Standards in the Call Center environment.

+ Extensive Experience in a Corporate or Healthcare Security & Facilities Environment.

+ Commitment to Staffing, Training, Developing, and Leading and “Best-in-Class” Call Center team.

+ Ability to Develop Relationships and Work Across Multiple Internal and External Teams in both Daily Activities and During Crisis Level Events.

+ Experience in Relationship Building with Local Police, Fire, Ambulatory, and State/Federal Agencies.

+ Detailed Understanding of KPIs and SLAs as Related to Security & Facilities Alarm Events, Physical Response, and Transportation & Parking impacts.

+ Experience in Vendor Management, Contract Negotiation, and Understanding of Departmental Budget and Finances.

+ High Ethical Standards with Proven Ability to Handle Confidential and Critical Information.

+ Demonstrates Excellent Judgement, Discretion, and Diplomacy.

+ Exhibits Excellent Problem-Solving Skills with an Attention to Details.

Physical Demands and Work Conditions

Physical Demands

+ Frequent Sitting.

+ Occasional Walking.

+ Occasional Standing.

+ Occasional Bending.

+ Occasional Grasping.

+ Occasional Fine Manipulation.

+ Occasional Reaching (above shoulder level).

Lifting

+ Occasional lifting of 0 - 10 lbs.

+ Seldom lifting of 11 - 20 lbs.

+ lifting of 21 - 30 lbs. _0 to 0 in height_

+ lifting of 31 - 40 lbs. _0 to 0 in height_

+ lifting of 40+ lbs. _0 to 0 in height_

Blood Borne Pathogens

+ Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

_Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery._

_You will do this by executing against our three experience pillars, from the patient and family’s perspective:_

+ Know Me: Anticipate my needs and status to deliver effective care

+ Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

+ Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in** **all of** **its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $74.73 - $99.04 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .