Senior Director, Enterprise Communications (Hybrid Onsite/Remote)

Job Description

The Senior Director of Telecommunications will lead the telecommunications team, managing all call center phone systems, PBX platforms, and telephony infrastructure. This role focuses on driving the UCaaS and CCaaS strategy to enhance resiliency, reliability, and operational efficiency. As a mission-driven leader, the Senior Director will play a crucial role in advancing patient communication systems and supporting clinical teams, ensuring continuous improvement in healthcare communications.

Develops, directs, plans, implements, and maintains regional and localized communication systems throughout the organization. Recommends new technology and renovations focused on business outcomes. Evaluates expansion sites and plans and implements newly designed systems. Collaborates with senior leadership on strategic planning activities. Leads a team of managers and subject matter experts, and manages vendor relationships.

Job Responsibility

1. Oversee the management and optimization of existing telecommunications infrastructure, including legacy PBX systems, to ensure reliable and effective communication solutions that meet current healthcare-specific needs.
2. Provide vision and leadership in the development and implementation of a strategic roadmap for transitioning to Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), moving towards a cloud-based communication infrastructure that aligns with the evolving demands of healthcare.
3. Drive continuous improvement within the telecommunications function by enhancing system reliability, reducing downtime, and strengthening communication channels to meet the high demands of healthcare operations, ensuring resiliency and robust support for patient care.
4. Collaborate with IT, clinical operations, and other departments to deliver resilient and reliable telecommunications solutions that support both clinical and administrative functions.
5. Develop and enforce strategies for redundancy and business continuity, ensuring uninterrupted telecommunications services in mission-critical healthcare environments.
6. Manage and optimize call center phone systems, PBX platforms, and endpoint devices to support critical patient and staff communications across the healthcare system, with a focus on high availability and failover capabilities.
7. Ensure all telecommunications systems adhere to healthcare regulatory standards, such as HIPAA, prioritizing security, compliance, and data privacy.
8. Develop and manage telecommunications budgets, focusing on cost-effective solutions that meet the demands of a healthcare environment while ensuring redundancy and disaster recovery capabilities.
9. Act as a primary liaison with clinical and administrative stakeholders to understand their needs and deliver telecommunications solutions that enhance both provider and patient experiences.
10. Provide regular updates to senior leadership on telecommunications strategy, progress, and performance metrics, focusing on improvements in resiliency and reliability.
11. Stay current with healthcare telecommunications trends, best practices, and emerging technologies that can improve redundancy and reliability to ensure continuous patient-centered communication.
12. Lead the planning and execution of telecommunications projects, from initial concept through post-implementation review, focusing on resiliency, redundancy, and quality.
13. Develop and enforce vendor partnerships that align with healthcare operational needs, emphasizing reliability, service level agreements, and support for mission-critical systems.
14. Establish governance frameworks, best practices, and project management processes to guide telecommunications initiatives across the organization, ensuring alignment with continuous improvement and high-availability objectives.
15. Leads an Enterprise Communications group by communicating with and developing team members and building consensus for programs and goals that support a business, function or geographic area.
16. Leads and oversees the enterprise-wide support of communication systems at all clinical and administrative locations.
17. Develops and articulates a short and long-term strategic vision for areas of responsibility.
18. Develops, evaluates, plans, implements, and maintains regional and localized communication throughout the organization; develops strategic plans for enterprise communication services in conjunction with established departmental business and strategic goals.
19. Collaborates with senior leadership on recommendations regarding strategic direction for key communications programs and services.
20. Acts with a high level of autonomy in the execution of complex communications project.
21. Develops and maintains communication standards and policies and procedures; ensures strategic and operational plans are consistent with readily available and developing technology.
22. Collaborates with management in developing and evaluating communication systems for new project sites and renovations of existing sites.
23. Interacts with senior leaders and stakeholders across the organization on large scale, complex projects deploying technology solutions providing maximum business value.
24. Ensures communication system designs adhere to local, state, and federal regulations and are compliant with organization architectural, mechanical, electrical, fire safety, environmental health, and safety codes.
25. Collaborates with sites to ensure proper utilization of services; monitors and reports on usage; negotiates terms, conditions, and costs for all sites; implements cost-effective and standard services for sites.
26. Plans and implements utilization of resources to support strategic direction and operation of the organization; develops and maintains ongoing "roadmap" utilizing planning, performance, and historical trending data.
27. Develops, manages, and evaluates a team of direct management reports; oversees the development, management, and evaluation of indirect reports. Manages key vendor relationships.
28. Develops and is responsible for the day-to-day management and forecasting of communication capital and operating budgets.
29. Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

Bachelor's Degree required, or equivalent combination of education and related experience.
8-12 years of relevant experience and 7+ years of leadership / management experience, required.

HIGHLY PREFERRED

• Demonstrated experience with PBX systems, call center phone systems, and modern communication technologies specific to healthcare.
• Proven track record of developing and implementing UCaaS and CCaaS strategies in a healthcare setting, with a focus on continuous improvement and high availability.
• Strong leadership skills with the ability to build and motivate high-performing teams within a healthcare environment.
• Excellent project management skills with experience managing complex, large-scale telecommunications projects.
• Deep understanding of healthcare regulatory requirements, including HIPAA, for telecommunications.

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

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