Director, Contact Center Excellence

NYC Health + Hospitals; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

NYC Health + Hospitals is seeking an Associate Director, Contact Center Service Delivery to lead the Contact Center’s initiatives across patient, provider and clinical appointment needs.

You will collaborate with clinical and administrative leaders to roll out new projects, ensure KPI-driven performance, and drive improvements in patient experience within a large public health system.

Qualifications

• Master’s degree in Business Administration, Engineering or Social Sciences, Health Care Specialization with 4 years of admin/leadership experience.
• Baccalaureate degree in listed disciplines with 5 years of admin/leadership experience.
• Equivalent combination of training, education and/or experience with a degree in listed fields.

Responsibilities

• Build and nurture professional relationships with facility leadership, departments and contact center teams.
• Identify ways to improve performance metrics and communication of success.
• Lead monthly/quarterly leadership meetings about contact center performance metrics.
• Coordinate projects and pilots to meet goals within time and budget.
• Collaborate with internal/external partners to implement new work in the Contact Center.

Skills

Project management

Relationship management

Vendor management

Call center operations

Customer service

Change management

Communication

Analytical thinking

Creativity

Independent / self-starter

Time management

Education

Master’s degree in business/engineering/healthcare or related

Bachelor’s degree in listed fields

Equivalent combination of training/education/experience

Tools

MS Office Suite (Excel, PowerPoint, Word, Visio, Project)

CRM platform

Epic EHR

Job description

NYC Health + Hospitals is seeking an Associate Director, Contact Center Service Delivery to lead the Contact Center’s initiatives across patient, provider and clinical appointment needs.

You will collaborate with clinical and administrative leaders to roll out new projects, ensure KPI-driven performance, and drive improvements in patient experience within a large public health system.