HealthPartners is currently hiring for a Manager - Voice/Telecom Support. We are a nonprofit integrated care delivery and financing system based in Bloomington, MN. At HealthPartners, you’ll find a culture where we live our values of excellence, compassion, integrity, and partnership. By working together, we will improve health and well-being, create exceptional experiences for those we serve and make care and coverage more affordable. We seek colleagues who wish to help advance diversity, equity and inclusion and foster an environment where everyone feels welcome, included, and valued.

This position provides staff management, guidance, and work direction to the IT Voice & Video Support Team. The person in this position is responsible for staff professional growth; assigning tasks and ensuring that the tools and training are provided so staff can perform their role. This person will conduct feasibility studies, assess technology and services, measure operational efficiency, and optimize IT Voice systems and services. The IT Voice Manager is a subject matter expert on voice, and other related systems and services and is expected to provide technical and consultative support to the team and across our organization.

Required Qualifications:

• 5+ years’ experience working with Avaya voice systems and services, voicemail, contact center, call recording systems, RightFax, Vocera, IVR, call accounting systems, conferencing, digital signage, Everbridge mass notification, telemedicine applications or other telephony or communication systems and services.
• 5+ years of voice network experience with contracts, service audits, and bill review
• 4 year degree or equivalent experience.
• 8+ years within IT.
• 5+ years supervisory or management experience.
• Experience managing medium to large sized projects.
• Excellent desktop tool experience (e.g., Outlook, Word, Excel, Teams, and PowerPoint).
• Excellent verbal and written skills to all levels of technical expertise.
• Detail oriented and proven organizational skills.
• Strong interpersonal relationship skills.
• Strong critical thinking skills.
• Proven excellent customer service.
• Project management experience.
• Proficient with a variety of voice, communications systems and services concepts, practices, and procedures.
• Ability to drive to any location within the HealthPartners’ Enterprise.
• Available to work outside normal business hours, including weekends, 7 days X 24 hours

Location/Hours:

• M-F; Days.
• This is a remote position but will require an onsite presence as needed. We will prefer local candidates.
• On-call and after hour availability as needed.

Accountabilities:

• Responsible for the supervision of staff which includes the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward, and review performance of employees.
• Ensures compliance to organizational and departmental policies and procedures.
• Manages the support, development, and operational efficiency of Systems and Services.
• Manages and maintains an effective Team; hiring/terminating staff, appraising staff performance, addressing performance issues and resolving staff conflicts.
• Creates feasibilities studies, time, and cost estimates, and proposes solutions to meet IT and business needs; providing input towards the strategy and future development of HealthPartners’ Voice, Video and Special Systems and Services.
• Reviews contracts and statement of work documents to ensure requested activity aligns with department goals.
• Develops key metrics to ensure efficient maintenance, availability, capacity, and optimization of IT Telecom Services.
• Manages midsize to large projects; ensuring the schedule, budget and resources are available and are maintained for the project.
• Provides telephony subject matter expertise and provides systems and services consultation to HealthPartners’ Management and Leaders.
• Accountable for effective, efficient, and secure change management to the Voice & Video environment, including communication and impact to peers and customers.
• Responsible for the monitoring of utilization levels and trends throughout the organization to determine if service levels are being met
• Proposes enhancements and changes to current systems and services; collaborating with business partners and within IT.
• Participates in the development of HealthPartners’ telephony and special application architecture; accountable for the implementation of architecture, standards, controls, policies, and procedures.
• Reviews and monitors vendor relationships, ensuring contractual agreements are met and appropriate service levels are defined.
• Ensures awareness and compliance to IT and HealthPartners policies, standards, and procedures within the team.
• Maintains knowledge of current trends and technology.

HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for job ID #68515.

Additional Information: