Appointment Scheduling Center Manager - Patient Access

Maimonides Medical Center; New York (NY); On-site; USD 111,000 - 138,000; Full time

Job summary

Maimonides Medical Center in New York seeks a Manager of Appointment Scheduling Contact Center to oversee daily operations, performance, and strategic oversight under the CIO. The role provides leadership to supervisors, team leads, and frontline staff to deliver exceptional patient service and efficient access.

You will develop policies, staff hiring, schedule management with workforce planning, monitor KPIs, analyze data for improvement opportunities, and collaborate with clinical and

Qualifications

• Associate degree required; bachelor’s degree preferred.
• Minimum five years of progressively responsible leadership experience in a contact center.
• Healthcare contact center experience strongly preferred.

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.

Skills

Leadership

Team management

Customer service

Education

Associate degree

Bachelor's degree preferred

Job description

Maimonides Medical Center in New York seeks a Manager of Appointment Scheduling Contact Center to oversee daily operations, performance, and strategic oversight under the CIO. The role provides leadership to supervisors, team leads, and frontline staff to deliver exceptional patient service and efficient access.

You will develop policies, staff hiring, schedule management with workforce planning, monitor KPIs, analyze data for improvement opportunities, and collaborate with clinical and