Manager of Integrated Support Services

INTEGRIS Health Baptist Medical Center, Oklahoma’s largest not-for-profit health system has a great opportunity for a Manager of Integrated Support Services (ISS) and Telecommunications in Oklahoma City, OK. In this position, you’ll be a part of our Support Services Admin team providing exceptional work supporting the INTEGRIS Health caregivers and the community at large. If our mission of partnering with people to live healthier lives speaks to you, apply today and learn more about our recently enhanced benefits package for all eligible caregivers such as, front loaded PTO, 100% INTEGRIS Health paid short term disability, increased retirement match, and paid family leave. We invite you to join us as we strive to be The Most Trusted Partner for Health. ​​

The Manager of Integrated Support Services (ISS) and Telecommunications will support the Director of ISS and Telecommunications in overseeing the daily operations of the Emergency Operations Center (EOC) for the INTEGRIS Health system. This position will assist in managing a team of caregivers who handle over 1.3 million service calls annually across critical services such as ISS, Public Safety, Dispatch, Hospitalist Answering Service, Fleet Maintenance, Telesitter, and Metro support. The Manager will ensure the smooth, efficient, and effective delivery of essential communication services and support the Director in the continual improvement of processes and performance metrics. This position requires strong leadership skills, the ability to drive operational excellence, and a focus on ensuring high-quality, timely, and accurate service delivery for both routine and emergency operations.

• Bachelor’s degree preferred; focus on healthcare administration, emergency management, or related fields preferred.
• 3 years of experience in an operations center, telecommunications, or a similar environment required.
• 2 years of supervisory experience is required.
• Proficiency in Microsoft Office and familiarity with other relevant communication technologies.
• Strong communication skills, both verbal and written, with the ability to collaborate across departments and manage complex situations effectively.

The Manager of Integrated Support Services (ISS)/Telecommunications responsibilities include, but are not limited to, the following: 

• Team Leadership and Development: Support the leadership and development of a high-performing team by ensuring training on emergency protocols and systems, coordinating shift coverage, providing mentorship and feedback, and identifying training needs to improve caregiver competencies and engagement.

• Operational Support and Oversight: Assist the Director in managing daily EOC operations, monitor communication responses across ISS and Telecommunications, collaborate with team leaders to enhance workflows, track key performance metrics (e.g., response times, accuracy), and implement initiatives to reduce abandoned calls and improve service continuity.

• Technology Support: Partner with the Director and IT to support, improve, and test communication technologies including mass notification systems and telecom infrastructure, ensuring systems are maintained, effective, and aligned with organizational needs during both routine and emergency operations.

• Public Safety and Emergency Response Support: Provide leadership to the Public Safety Dispatch team, coordinate emergency response protocols, oversee monitoring and maintenance of security systems such as CCTV and access control, and lead training programs to ensure team preparedness for safety and security incidents.

• Regulatory Compliance: Ensure all communication systems and protocols meet regulatory standards, including those from the Joint Commission and healthcare agencies, and support assessments to maintain compliance with industry and organizational regulations.

• Emergency Preparedness and Response: Assist in integrating communication protocols into emergency plans, coordinate drills and simulations, and promote cross-department collaboration to enhance communication strategies and ensure readiness for diverse emergency situations.

• Reports to the Director of Integrated Support Services and Telecommunications.

• This position offers an opportunity to support an essential function within INTEGRIS Health’s operations while fostering a culture of operational excellence and teamwork.

•  The Manager of ISS and Telecommunications will play a key role in ensuring that communication systems function seamlessly to support both routine and emergency activities throughout the organization.