Head of Emergency Communications & Call Center Ops

Intermountain Healthcare; Murray (UT); Hybrid; USD 71,000 - 110,000; Full time

Benefits offered by this job

AP4P plan

Benefits package

Job summary

Intermountain Health is seeking a Director of Emergency Call Center Operations to lead strategic direction and standardization of enterprise security call centers across multiple facilities. The role covers telephony, radio, alarm monitoring, and dispatch with a focus on reliability, efficiency, and safety.

The ideal candidate will have extensive leadership experience in healthcare call centers, strong collaboration skills, and a track record of delivering enterprise-wide solutions through

Qualifications

• Bachelor's degree from an accredited institution; degree verification will be performed.
• Five years of relevant experience in call center operations or security communications.
• Experience leading in a highly matrixed organization and implementing standards.

Responsibilities

• Provide strategic vision and standardization for enterprise security call centers.
• Oversee call center operations across regions and care facilities.
• Lead program management to maintain up-time, call quality, and timely support.
• Use data analytics to monitor performance and drive continuous improvement.
• Partner with stakeholders to embed best practices in dispatch, radio, and emergency communications.

Skills

Strategic leadership

Call center operations

Resource management

Risk management

Process implementation

Technology standards

Regulatory compliance

Interpersonal skills

Customer service

Communication

Collaboration / teamwork

Financial management

Education

Bachelor's degree

Tools

PBX systems

Dispatch software

Data analytics tools

Job description

Intermountain Health is seeking a Director of Emergency Call Center Operations to lead strategic direction and standardization of enterprise security call centers across multiple facilities. The role covers telephony, radio, alarm monitoring, and dispatch with a focus on reliability, efficiency, and safety.

The ideal candidate will have extensive leadership experience in healthcare call centers, strong collaboration skills, and a track record of delivering enterprise-wide solutions through