Manager, Appointment Scheduling Contact Center

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

About Us

We're Maimonides Health, Brooklyn's largest healthcare system, serving over 250,000 patients each year through the system's 3 hospitals, 1800 physicians and healthcare professionals, more than 80 community-based practices and outpatient centers. At Maimonides Health, our core values H.E.A.R.T drives everything we do. We uphold and maintain Honesty, Empathy, Accountability, Respect, and Teamwork to empower our talented team, engage our respective communities and adhere to Planetree's philosophy of patient-centered care. The system is anchored by Maimonides Medical Center, one of the nation's largest independent teaching hospitals and home to centers of excellence in numerous specialties; Maimonides Midwood Community Hospital (formerly New York Community Hospital), a 130-bed adult medical-surgical hospital; and Maimonides Children's Hospital, Brooklyn's only children's hospital and only pediatric trauma center. Maimonides' clinical programs rank among the best in the country for patient outcomes, including its Heart and Vascular Institute, Neuroscience Institute, Boneand Joint Center, and Cancer Center. Maimonides is an affiliate of Northwell Health and a major clinical training site for SUNY Downstate College of Medicine.

Overview

Under the direction of the CIO, responsible for the daily operations, performance, and strategic oversight of the Appointment Scheduling Contact Center. This position provides leadership to supervisors, team leads, and frontline staff to ensure exceptional patient service, operational efficiency, and achievement of key performance indicators (KPIs). The Manager fosters a culture of accountability, continuous improvement, and employee engagement while supporting organizational goals and delivering an outstanding patient experience.

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.

Qualifications

Education:

• Associate degree required; bachelor's degree preferred


• Minimum five years of progressively responsible leadership experience in a contact center, including experience leading teams


• An equivalent combination of education, leadership experience, and demonstrated performance may be considered

Experience:

• Minimum three years of progressive contact center leadership experience


• Minimum three years managing supervisors or multiple teams


• Healthcare contact center experience strongly preferred.

Pay Range

USD $110,631.00 - USD $138,289.00 /Yr.

Equal Employment Opportunity Employer

Maimonides Medical Center (MMC) is an equal opportunity employer.