Director, Emergency Call Center Operations

Job Description:

What We're Looking For

We are seeking a visionary and servant-minded leader with strong technical expertise in security communications, dispatch, and call center operations. The ideal candidate excels at building relationships, influencing leaders at all levels of a complex matrixed organization, and driving innovation through technology, data, and continuous improvement. This leader empowers teams, fosters collaboration, and delivers enterprise-wide solutions that enhance service, safety, and operational excellence.

Remote Work and Geographic Eligibility

This position is a partially remote role that will require occasional on-site presence at one of our Intermountain Health facilities. The candidate must live within the Intermountain Health service area in Utah, southern Nevada, Colorado, southern Idaho or Montana.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, Washington.

Please note that an on-camera video interview with Microsoft Teams may be required as well as onsite interviews and/or meetings.

Essential Functions

• Strategic Vision and Leadership: Provides strategic direction and standardization guidance for enterprise security call centers, including short and long-term objectives, goals, capital planning, and success metrics.

• Operational Oversight: Provides high-level oversight for call center operations, ensuring efficient and effective service delivery across all regions, including medical group and acute care facilities.

• Program Management: Leads and enhances quality and service delivery standards across the program, including up-time, call quality, and timeliness of support. Assures processes and resources are deployed for planning, installing, servicing, and maintaining appropriate systems.  Leverages data analytics to monitor and evaluate performance, identifying trends, areas for improvement, and opportunities for innovation.

• Strategic Collaboration and Continuous Improvement: Partners with key stakeholders across the enterprise to ensure best practices are embedded at all levels, especially related to dispatch, radio, and emergency communications. Drives continuous improvement initiatives to enhance the efficiency and effectiveness of security systems and call center/dispatch services.

• Strategic Workforce Planning: Develops and implements strategic workforce plans to ensure the team is appropriately staffed, skilled, and prepared to meet current and future needs.

• Financial Accountability: Ensures financial accountability and the cost-effective use of resources while maintaining high standards of service. This includes oversight and accountability for contracted resources.

• Change Management: Leads change management efforts to drive successful implementation of new initiatives and programs, fostering a culture of adaptability and continuous improvement.

Skills

• Strategy and leadership

• Call Center Operations

• Resource Management

• Risk Management

• Process Implementation

• Technology Standards

• Compliance and regulatory requirements

• Interpersonal Skills

• Customer Service

• Communication

• Collaboration / Teamwork

• Financial Management  

Minimum Qualifications

• Extensive experience in call center operations, or a Bachelor's degree from an accredited institution (degree will be verified) with five years of relevant experience.

• Demonstrated understanding of security and telecommunications / call center technology in healthcare.

• Demonstrated understanding of regulatory requirements related to call center operations in healthcare.

• Demonstrated management / leadership experience in a highly matrixed organization.

• Demonstrated ability to implement processes and technology standards.

• Demonstrated effective communication skills both verbally and in writing, along with public relations skills.

• Hold and maintain a valid Driver's License.

Preferred Qualifications

• Five years’ experience leading technical or customer service teams

• Experience implementing strategic plans in a highly matrixed organization

• Experience leading dispatchers in an emergency telecommunications center

• Master’s degree in related field

Physical Requirements

• Ongoing need for employee to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.

• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

• For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

With this position, you are eligible to participate in the Annual Pay for Performance (AP4P) Plan. This plan enables Intermountain Health to provide leaders with an additional performance compensation opportunity. The AP4P award opportunities are calculated as a percentage of your base salary. Awards are paid out based on attainment of selected Board-approved goals.

Location:

Work City:

Work State:

Scheduled Weekly Hours:

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. 

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.