BCHO Unified Communications Manager - IT-Unified Communications (COMM AND NETWORK TCHNL SUPV 2)
San Francisco, CA

Job Description

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.

Ranked by U.S. News & World Report as the number one hospital in California - and among the top six in the country - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Department Description

The Unified Communications team is responsible for managing all aspects of UCSF's consolidated Unified Communications operations, and for developing and implementing policy and strategy.

This organization will work closely with the IT Customer Service teams and other UCSF and BCHO IT service providers to ensure seamless voice operational services.

Job Summary

This position is located in Oakland, CA.

The IT Customer Service Unified Communications team is responsible for the delivery of emerging Unified Communications platform, which includes telephony, voicemail, IM/Presence, WebEx, E911, and call centers across Campus and the Health System.

This position will be responsible for day-to-day operations and improving processes at the Benioff Children's Hospital of Oakland and associated remote sites.

The primary platform is Avaya (Nortel) provide branch exchange (PBX), switches, several small key systems, voicemail applications, call accounting, call handling applications, overhead paging systems and wireless voice devices. This role will help define strategy to move to modern voice over IP telephony.

Operational duties will include delivering telecommunications services, metrics analysis in order to optimize delivery, and developing telecommunication strategy in alignment with Unified Communications strategy at UCSF.

The ideal candidate for this position is experienced with overseeing the work of technical staff, is process oriented, and is a champion of the transformation of communication services. This position reports to the Manager, Unified Communications.

Required Qualifications

* Six years recent telecommunications experience working in medium to large 24-hour PBX operations
* Valid California Driver's License
* Experienced in leading change management activities and managing their impact across the unit or department
* Experience of analyzing buy vs. build procurement for products for effective and efficient technology use
* Experience in the management of ongoing technology infrastructure acquisition and expansion, to include the identification and integration of suitable emerging technologies
* In-depth knowledge of own area of functional responsibility, with a broad knowledge of the IT organization
* Thorough knowledge of voice and data network systems
* Thorough knowledge of subject area sufficient for strategic planning, technology assessment and direction
* Strong knowledge and understanding of service delivery principles
* Knowledge of operating policies and procedures and the ability to determine a course of action based on these guidelines
* Demonstrated skill in managing technical staff
* Ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment
* Excellent oral and written communication skills, including the ability to effectively present technical topics to individuals and groups with potentially varied levels of technical sophistication
* The flexibility to orient and work at all UCSF Medical Center locations

Preferred Qualifications

* Four years supervisory experience, preferably in a Hospital
* Certification in Avaya (Nortel/Merdian) systems
* Cisco Certified Network Associate (CCNA) Voice or equivalent
* ITIL Foundations
* Bachelor's Degree or equivalent work experience with an emphasis in computer science, data processing, computer information systems, or in a related field

Licensure/Certification

* Valid California Driver's License

Living Pride Standards

Service Excellence

* Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
* Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.
* Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
* Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
* Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
* Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.

Work Environment

* Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
* Picks up and disposes of any litter found throughout entire facility.
* Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
* Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
* Protects the physical environment and equipment from damage and theft.

The flexibility to orient and work at all UCSF Medical Center locations is required.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.