The Detroit Medical Center (DMC) is a nationally recognized health care system that serves patients and families throughout Michigan and beyond. A premier healthcare resource, our mission is to help people live happier, healthier lives. The hospitals of the Detroit Medical Center are the Children's Hospital of Michigan, Detroit Receiving Hospital, Harper University Hospital, Hutzel Women's Hospital, the DMC Heart Hospital, Huron Valley-Sinai Hospital, the Rehabilitation Institute of Michigan and Sinai-Grace Hospital.

DMC's 150-year legacy of medical excellence and service provides patients and families world-class care in cardiovascular health, women's services, neurosciences, stroke treatment, orthopedics, pediatrics, rehabilitation, organ transplant and other general and specialty services.

DMC is a key partner in Detroit's resurgence, which continues to draw national and international attention. A dedicated corporate citizen with strong community ties, DMC is one of the largest and most diverse employers in Southeast Michigan.

Job Description:

Manages the Communication function to provide DMC customers with efficient, knowledgeable, and courteous voice information support.

• Manages compliance with collective bargaining agreement. Schedules communications operators. Identifies and implements performance improving technologies and call centers.
• Works with Performance Leader to assess DMC customer satisfaction with voice operations.
• Monitors local market to benchmark voice operations performance.
• Develops, monitors and revises functional processes. Provides input into the development and revision of organizational structure for function.
• Approves personnel actions such as hires, fires, disciplines, etc.
• Ensures the timely completion of performance appraisals.
• Develops current to intermediate goals and measures for area. Measures and assesses performance. As requested, assists in long range goal development.
• Assists in development of and monitors budget. Monitors activities for and ensures compliance with laws, government regulations, JCAHO requirements and DMC policies.
• As directed, implements external and internal audit recommendations. Ensures hospital departments achieve objectives for diversity of their suppliers.

1. Bachelors degree in Computer Science, Business Administration or equivalent combination of education and experience.

2. Minimum of five years progressively responsible experience in voice operations.

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.