Maimonides Medical Center

Manager, Appointment Scheduling Contact Center

Maimonides Medical Center • $110K — $138K *
Brooklyn, NY 11226In-Person
Healthcare
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associate degree required; bachelor's degree preferred
  • 5+ years of leadership experience in a contact center
  • 3+ years managing supervisors or multiple teams
  • Healthcare contact center experience preferred
  • Equivalent combination of education and experience may be considered

Responsibilities

  • Manage daily operations of the Appointment Scheduling Contact Center
  • Develop and maintain departmental policies and procedures
  • Hire and manage departmental staff including performance appraisals
  • Orient and train new employees on job duties
  • Approve work schedules to ensure adequate staffing
  • Monitor performance expectations and key indicators
  • Collaborate with clinical departments for seamless patient access

Benefits

  • Employee engagement initiatives
  • Recognition programs for employee performance
  • Opportunities for professional development
  • Strong focus on continuous improvement culture
Full Job Description
Under the direction of the CIO, responsible for the daily operations, performance, and strategic oversight of the Appointment Scheduling Contact Center. This position provides leadership to supervisors, team leads, and frontline staff to ensure exceptional patient service, operational efficiency, and achievement of key performance indicators (KPIs). The Manager fosters a culture of accountability, continuous improvement, and employee engagement while supporting organizational goals and delivering an outstanding patient experience.

Responsibilities

  • Manage the day-to-day operations of the Appointment Scheduling Contact Center, ensuring service levels and operational goals are consistently achieved
  • Develops and maintains departmental policies and procedures; reviews policies and procedures to ensure consistent application of policies, procedures, and performance standards
  • Hires departmental staff; manages employees in area of responsibility; initiates disciplinary action, including terminations; carries out annual performance appraisal of employees recommending promotions, raises, etc.
  • Ensures that new employees are oriented and trained in job duties and departmental operations
  • Approves departmental work schedules in partnership with workforce management to ensure adequate staff coverage; maintains employee attendance and approve time for staff
  • Monitors and achieves performance expectations and monitor key performance indicators. Analyzes operational data and trends to identify improvement opportunities and develops action plans to address performance gaps and improve overall results
  • Collaborates with clinical departments and operational leaders to ensure seamless patient access
  • Leads employee engagement, recognition, and retention initiatives
  • Adheres to the Medical Center's policy on Conflict of Interest, which includes completion of a Conflict-of-Interest Certificate on an annual basis.

Qualifications

Education:
  • Associate degree required; bachelor's degree preferred
  • Minimum five years of progressively responsible leadership experience in a contact center, including experience leading teams
  • An equivalent combination of education, leadership experience, and demonstrated performance may be considered


Experience:
  • Minimum three years of progressive contact center leadership experience
  • Minimum three years managing supervisors or multiple teams
  • Healthcare contact center experience strongly preferred.

Pay Range

USD $110,631.00 - USD $138,289.00 /Yr.

About Maimonides Medical Center

Maimonides Medical Center is a non-profit, non-sectarian hospital located in Borough Park, in the New York City borough of Brooklyn, in the U.S. state of New York. Maimonides is both a treatment facility and academic medical center with 711 beds, and more than 70 primary care and sub-specialty programs. As of August 1, 2016, Maimonides Medical Center was an adult and pediatric trauma center, and Brooklyn's only pediatric trauma center.
Learn more about Maimonides Medical Center
Industry
Healthcare
Founded
1911
* Ladders Estimates

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