Healthcare Call Center Manager — Patient Experience Leader

New York University; New York (NY); On-site; USD 102,200 - 122,200; Full time

Job summary

New York University is seeking a Manager of the Telephone Service Center to lead strategic planning and operations for patient and student support lines.

The role focuses on improving customer experience, quality management, workforce planning, coaching, and training, with attention to SLA attainment, staffing utilization, and efficient call handling. Strong leadership and policy development are essential.

Qualifications

• Bachelor's Degree required.
• 5+ years leading Telephone Service Center operations.
• Experience developing policies and procedures.
• Experience managing budgets and staff training.
• Clinical, dental, or medical background required.

Responsibilities

• Strategic planning and execution of Telephone Service Center operations.
• Improve patient and student experience through quality management.
• Lead staffing planning, recruiting, coaching, and training.
• Manage SLA adherence and call center metrics.

Skills

Planning

Statistical analysis

Communication

Project management

Policy development

Budget management

Staff coaching

Education

Bachelor's degree

Job description

New York University is seeking a Manager of the Telephone Service Center to lead strategic planning and operations for patient and student support lines.

The role focuses on improving customer experience, quality management, workforce planning, coaching, and training, with attention to SLA attainment, staffing utilization, and efficient call handling. Strong leadership and policy development are essential.