Supervisor - Neurosurgery - Contact Center

Henry-Ford-Health-2; West Bloomfield Charter Township (MI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Career growth opportunities

Mission-driven work

Professional development

Job summary

Henry Ford Health in Detroit seeks a Supervisor for Neurosurgery/Contact Center to lead a team delivering access to neurosurgery services. You will oversee scheduling, performance standards, and service quality across ambulatory access areas, with a focus on patient experience.

The role emphasizes data-driven management, training development, and collaboration with department leaders to support Henry Ford Health System initiatives and ensure efficient, compassionate care.

Qualifications

• Associate degree or 60 college credits required.
• Two years of appointment scheduling experience.
• Experience with Epic EMR system.
• Proficient in Microsoft Office and intranet programs.
• Proficient in Genesys telephony system.
• Ability to run complex Genesys and CRM reports.

Responsibilities

• Lead staff within the neurosurgery contact center and related ambulatory access structures.
• Monitor performance standards and communicate expectations.
• Use reporting tools to measure productivity and performance.
• Oversee operational and technical supervision ensuring service quality.
• Develop training materials and assist in hiring decisions.
• Collaborate with leadership to implement initiatives.

Skills

Leadership & supervision

Staff development & training

Healthcare scheduling

Epic EMR

Genesys telephony

Salesforce CRM

Microsoft Office

Education

Associate degree or 60 college credits

Bachelor's degree (preferred)

Tools

Epic EMR

Genesys

Salesforce CRM

Microsoft Office

Job description

Supervisor - Neurosurgery - Contact Center

• Full-time

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.

Supervisor- Neurosurgery/Contact Center - Henry Ford Health

Job Title

About the Department

This role is integral to our Department of Neurosurgery, ensuring seamless access to our neurosurgical providers and sites for our patients.

Role Overview

As a Supervisor- Neurosurgery/Contact Center, you will provide leadership and direction to staff within the Neurosurgery contact center, ensuring optimal customer service, quality, and efficiency. You will be accountable for communicating and monitoring performance standards, using complex reporting tools to measure productivity, appropriate scheduling, and identify areas of opportunity. This role is critical in supporting the operational and technical needs of the team, fostering positive relationships with department leadership, and contributing to the overarching strategies of Henry Ford Health System and Network.

Why Henry Ford Health

At Henry Ford Health, we are relentless advocates for exceptional care for our patients, communities, and each other. We come to do meaningful work and grow our careers, and we stay for the connection, support, and shared pride in making the impossible, possible.

What You Will Do

• Lead and direct staff within the neurosurgery contact,Specialty Services, and Radiology Services ambulatory access structures.
• Monitor and communicate performance standards to meet system, department, and patient expectations.
• Utilize complex reporting tools to measure staff productivity and overall performance.
• Oversee operational and technical supervision, ensuring optimal customer service, quality, and efficiency.
• Develop and implement training materials and provide recommendations for hiring and disciplinary actions.
• Collaborate with department leadership to implement organizational initiatives and support continued quality and service excellence.

What You Will Need

Required Qualifications

• Associate degree in related field or 60 college credits.
• Two (2) years of previous appointment scheduling experience.
• Experience in Electronic Medical Record system such as Epic.
• Proficient in Microsoft Office Applications and Intranet Web based programs.
• Proficient in complex telephony systems such as Genesys.
• Ability to run complex reports in Genesys and CRM (salesforce).

Preferred Qualifications

• Managing and leading a team
• Bachelor's Degree
• Familiarity with medical terminology.

What We Offer

We provide opportunities for career growth, collaboration with diverse teams, and the chance to engage in mission-driven work that makes a real difference. Our environment fosters continuous learning and professional development, empowering you to reach your full potential.