Associate Director, Operations

Marketing Statement

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.

About the Role

The Associate Director, Contact Center Service Delivery will be the Contact Center point of contact regarding patient, provider and clinical appointment needs. This person will work closely with administrative and clinical leaders to collaborate on processes that impact the contact center. They will communicate monthly and quarterly key performance metric results with a deep understanding of how these items impact the broader system and what drives strong performance in these metrics. This role will also be responsible for ensuring successful roll outs of special projects, initiatives and pilots including bringing on new work within the Contact Center.

Responsibilities

• Build and nurture professional, productive and trusting relationships with facility leadership and administrators, internal departments, clinical leadership and the contact center team.
• Proactively identify ways to improve articulation and communication of performance metrics and definition of success.
• Lead monthly or quarterly facility leadership meetings reviewing and discussing contact center performance metrics and other items of interest.
• Lead recurring meetings with both clinical and administrative leaders of projects served by the contact center.
• Resolve facility appointment issues and escalations in a timely manner.
• Serve as a consultant on ways to minimize risk of error.
• Assist with ensuring all supporting documentation and information provided to the contact center from internal partners remains up to date and educate these partners on the importance and impact of maintaining this information.
• Partner with facility leadership to create and/or uncover opportunities to improve productivity, efficiency and patient experience through strategic and creative solutions.
• Collaborate with internal teams to address facility and contact center needs and initiatives.
• Work in partnership with facilities to align efforts to meet the broader organizational goals.
• Coordinate activities of projects, initiatives and pilots to ensure that goals or objectives are accomplished within prescribed time frame and funding parameters, engaging resources and departments as needed.
• Collaborate with internal and external partners to implement new work and assimilate additional departments within the Contact Center.
• Perform other related duties as assigned by the Assistant Vice President, Contact Center Solutions or Sr Assistant Vice President.
• Perform other duties as assigned.

Minimum Qualifications

• A Master's degree from an accredited college or university in Business Administration, Engineering or Social Sciences, Health Care Specialization, Physical Sciences or related discipline and four (4) years of progressively responsible administrative, managerial and/or consultative experience and background; or
• A Baccalaureate degree from an accredited college or university in disciplines, as listed above, and five (5) years of progressively responsible administrative, managerial and consultative experience and background; or
• A satisfactory equivalent combination of training, education and/or experience.

All candidates must have a minimum of a Baccalaureate degree in disciplines, as listed above.

Preferred Qualifications

• Project or implementation management
• Relationship management
• Vendor management
• Call Center Operations and KPIs
• Customer Service
• Change Management

Skills and Experience

• Superior organizational and time management skills with the ability to prioritize and manage multiple projects effectively in a fast-paced environment.
• Strong interpersonal, written and oral communications skills, including presentation skills.
• Strong communication skills with an ability to build positive working relationships and the ability to anticipate the needs of facility partners.
• Demonstrate strong analytical thinking and problem-solving skills.
• Innovative, creative thinking skills to ensure the organization is providing an exceptional patient, provider and clinic experience.
• Self-starter with the ability to work independently with minimal supervision.
• Strong MS Office Suite including Excel, PowerPoint, Word, Visio, and Project.
• Customer Relationship Management (CRM) platform experience.
• Electronic Health Records System, Epic preferred.
• 7+ years in internal and/or external customer facing roles, preferably in healthcare or contact center.
• 3+ years proven experience in a leadership role.
• 5+ years Contact Center experience.