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Assist Director, Contact Center Solutions (Assistant Director, Ambulatory Care Services) Maimonides Contact Center
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NYC Health + Hospitals
New York, NY (In Person)
$92,411 Salary, Full-Time
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Job Description
Assist Director, Contact Center Solutions (Assistant Director, Ambulatory Care Services) Maimonides Contact Center NYC Health + Hospitals - 3.7 New York, NY Job Details Full-time $76,500 - $100,000 a year 1 hour ago Benefits Commuter assistance Paid holidays Health insurance Pension plan Union benefits Employee discount Loan forgiveness Qualifications Program development Full Job Description About NYC Health + Hospitals NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons. Work Shifts 9:00 A.M - 5:00 P.M Duties & Responsibilities Under the direction of the Assistant Vice President, with significant latitude for independent judgment and initiative, the Senior Manager oversees daily activities, drives performance metrics (KPIs/SLAs), and leads designated staff to ensure a high-quality patient experience. Responsibilities include optimizing workflows, coaching teams, managing technology systems, and analyzing data to improve efficiency and the patient experience. This role may participate in the implementation or integration of new systems and services, and will also be responsible for handling escalated issues, preparing reports, and ensuring their department is meeting budget goals. General tasks and responsibilities will include: Supports Assistant Vice President in fostering a positive culture of excellence, collaboration, communication, growth and accountability Monitor, analyze, and report on key performance indicators (KPIs) such as average handle time, abandonment rates, and customer satisfaction (CSAT) scores. Recruit, train, coach, and guide staff to ensure high performance, while managing schedules and addressing personnel issues. Develop and implement strategies, policies, and procedures to enhance productivity and service quality. Monitor phone systems, CRM & EMR software, as well as technology performance, ensuring uptime and efficiency. Act as the final point of escalation for complex customer complaints or issues. Prepare reports on performance and help manage the contact center's operational budget and expenses. Ensures the center follows specific laws such as the TCPA (restrictions on telemarketing/autodialing), GDPR/CCPA (data privacy), and HIPAA (protection of health information). Develop and enforce internal policies for call recording consent, customer authentication, and ethical communication. Work with multiple workstream stakeholders to ensure strategic initiative(s) along with organizational goals. Travel to one of the following sites may be required as needed: Sunset Park, Brooklyn, Cumberland or Metropolitan Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am Other assignments as directed by the Assistant Vice President or senior Contact Center leadership Minimum Qualifications 1. A bachelor's degree from an accredited college or university in Business Administration, Social Sciences, Management, Health Care Administration or related discipline; and, 2. Six (6) years of full-time paid experience of program development in a hospital or health care facility in meeting community health needs, health care planning, financial planning, operations and analysis and implementation in an administrative, consultative, managerial or executive capacity; or, 3. A master's degree from an accredited college or university and five (5) years of full-time paid experience at the level indicated in (2) above. 4. Demonstrated skills in written and medical communications; or, 5. A satisfactory equivalent of education, training and experience.