Assistant Director, Contact Center Solutions (Assistant Director, Ambulatory Care Services)

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.

Duties & Responsibilities

• 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
• Maintain 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
• Ensure 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

• A bachelor’s degree from an accredited college or university in Business Administration, Social Sciences, Management, Health Care Administration or related discipline; and,
• 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,
• 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.
• Demonstrated skills in written and medical communications; or,
• 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
• Retail 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

How To Apply

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