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.

Generaltasksandresponsibilitieswillinclude:

• 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.

Department Preferences

• Experience: Proven experience as a call center manager, supervisor, or similar leadership role.
• Leadership: Strong ability to motivate, lead, and develop a team.
• Technical Proficiency: Knowledge of call center software (CRM), telephony systems, and performance evaluation tools.
• Communication: Excellent verbal and written communication skills for interacting with staff and stakeholders.
• Analytical Skills: Ability to interpret data to identify trends and make data-driven decisions.
• Problem-Solving: Ability to handle high-pressure situations and resolve complex issues through critical thinking and creative problem solving
• Proven experience motivating diverse teams, ensuring customer satisfaction, and driving team and individual accountability to performance against standard metrics, preferably in a contact center environment
• 3+ years of customer service, support or sales management experience, preferable in a contact center environment
• 5+ years of customer service, support or sales experience, preferable in a contact center environment
• Strong proficiency in MS Office Microsoft Visio and/or similar office technology.
• Electronic Health Records System (EPIC)

Benefits

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• Loan Forgiveness Programs for eligible employees
• College tuition discounts and professional development opportunities
• College Savings Program
• Union Benefits for eligible titles
• Multiple employee discounts programs
• Commuter Benefits Programs

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.