Manager -Service Response/Communications

Mgr-SvcResponse/Communications - Henry Ford Health

Job Title

Mgr-SvcResponse/Communications

About the Department

Join the Plant Operations team at Henry Ford Hospital, a cornerstone of healthcare in Detroit. Our department ensures the seamless operation of critical services, including a 24/7 in-house call center, communications, and mail services. Located at One Ford Place, our corporate headquarters in Detroit's New Center, we are steps away from public transit, cultural landmarks, and vibrant local amenities. This role is integral to maintaining service excellence and supporting the hospital's mission to provide exceptional care to our patients and community.

Role Overview

As the Mgr-SvcResponse/Communications, you will lead and manage a 24/7 in-house service call center, communications/operator services, and mail services at Henry Ford Hospital. You will ensure immediate responses to emergencies, oversee critical alarm monitoring, and generate reports for analysis and trending. This role is vital to maintaining service excellence and supporting the hospital's operations.

Why Henry Ford Health

At Henry Ford Health, we are relentless advocates for exceptional care for our patients, communities, and each other. We come to do meaningful work and grow our careers, and we stay for the connection, support, and shared pride in making the impossible, possible.

What You Will Do

• Manage a 24/7 in-house service call center, ensuring immediate responses to emergencies such as power outages, floods, and fires.
• Oversee the monitoring of critical alarms for the main campus, including elevator entrapments, pneumatic tube systems, and Metasys refrigerator/freezer/flood alarms.
• Generate reports for analysis and trending of best practices.
• Handle emergency notifications, paging systems, and code notifications.
• Maintain Service Excellence in alignment with HFHS Standards of Excellence philosophy.
• Manage and optimize multiple software applications to maximize efficiency.

What You Will Need

Required Qualifications

• Associate's degree or equivalent experience; Bachelor's degree or higher preferred.
• Minimum three years of call center and/or operations services experience.
• Minimum four years of experience supervising or leading employees in a call center and/or operations environment.
• Ability to adapt in a constantly changing environment.
• Knowledge of call center ACD telephone technology (analysis and trending).
• Excellent verbal communication and customer service skills.
• Ability to multi-task in a fast-paced, team-oriented environment.
• Knowledge of medical terminology.
• Proficiency in Microsoft Office Suite, including Microsoft Visio, and data reporting tools (e.g., Crystal Reports).

Preferred Qualifications

• Experience in a hospital/healthcare system call center/operation services environment.
• Bachelor's degree or higher.

What We Offer

At Henry Ford Health, we foster career growth through collaborative, mission-driven work and continuous learning opportunities. Join a team where your contributions make a meaningful impact on patient care and community health.

Join Our Team

Ready to make a difference? Apply now and be part of a team that's transforming healthcare.