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Director, Contact Center Operations

3 months ago

New York, United States NYC Health + Hospitals Full time

About NYC Health + Hospitals:


Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible


NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.


At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.


Job Description:

Under the direction of the Senior Director, with wide latitude for independent judgment and initiative, the Director assists in the leadership, coordination and control of activities that impact operations of the Contact Center internal teams. This position serves as a point person to Contact Center leadership on operational matters related to customer services, agent escalation requests, including coordination with other H+H partners, and is directly responsible for all aspects of representatives and specialists’ operations with an emphasis on patient experience, quality management, workforce management, recruiting, coaching and training. The Director executes the vision for assigned teams, ensuring they meet patient needs and organizational goals. The Director collaborates with the Senior Director to coordinate strategic and result driven goals, implement them and follow through to improve the Contact Center performance with focus on first call resolution. The Director is continually engaged in leading, motivating and inspiring their team, as well as developing and documenting best practices in the performance of all duties and responsibilities.

General tasks and responsibilities will include:

  • Supports Senior Director of Operations in fostering a positive culture of excellence, collaboration, communication, growth and accountability
  • Leads planning and execution of strategic short and long-term goals
  • Provides strong and dynamic leadership that mentors, develops and guides team members to efficiently manage delivery of services to facility departments and patient access to care and experience.
  • Develops and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of responsibilities, staffing and supervision
  • Develops, implements and maintains effective operational processes fostering continuous improvement and exceeding performance metrics
  • Delivers results against a defined scope of work that includes strategic innovation and performance reporting
  • Accountable for meeting the internal teams’ monthly, quarterly and annual performance goals
  • Serves as the liaison for internal teams working with facility and department partners
  • Provides direct supervision to internal team’s leaders
  • Works collaboratively to implement best practice guidelines and protocols, maintaining a liaison between operational units including Ambulatory Care, facilities and Central Office support services to ensure effective Contact Center operational activities related to patient referrals and scheduling and to expedite implementation of improvements.
  • Directs the administration and coordination of special programs, as assigned by leadership.
  • Represent the Contact Center at meetings with other agencies of the City, State and Federal government and with external organizations.
  • Conducts and/or participates in meetings, conferences and seminars affecting operational activities, as required.
  • Oversees and is responsible for the effective and successful roll out of additional teams’ services
  • Prepares reports and analyzing Contact Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction.
  • Attends Ambulatory Care Group and Practice meetings as needed
  • Travel and/or relocation to one of the following sites may be required: Bellevue, Cumberland or Metropolitan
  • Other assignments as directed by the Senior Director or senior Contact Center leadership


Minimum Qualifications:

1. A Master’s Degree from an accredited college or university in Public Health, Public, Hospital or Business Administration, Health Care Specialization, Engineering, Social Services or a related discipline; and four (4) years of progressively responsible experience relating to health care program planning, research, design, operations, evaluation and analysis, one (1) year of which must have been in supervision or planning and/or analysis; or

2. A Baccalaureate Degree from an accredited college or university in disciplines, as listed in #1 above; and five (5) years of progressively, responsible experience relating to health care program planning, research, design, operations, evaluation and analysis, one (1) year of which must have been in supervision or planning and/or analysis; or

3. A satisfactorily equivalent combination of education and experience, in which 30 graduate-level semester credits from an accredited college or university can be substituted for one year of experience. However, all applicants must have at least a Bachelor’s Degree.

Department Preferences

  • 5+ years of customer service, support or sales management experience in a contact center environment
  • 5+ years’ experience being responsible for revenue and production goals
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to team’s performance, preferably in a contact center environment
  • Knowledgeable in Contact Center Operations
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and opportunities
  • Exceptional ability to develop and manage results-oriented recruiting and training programs
  • Measurable experience in managing and growing satisfied accounts and/or relevant account management experience
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
  • Professional and effective written and verbal communication and presentation skills
  • Highly detail-oriented with the ability to properly prioritize and self-motivated
  • Critical thinking and creative problem solving


NYC Health and Hospitals offers a competitive benefits package that includes:

  • Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
  • Retirement Savings and Pension Plans
  • Loan Forgiveness Programs for eligible employees
  • Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
  • College tuition discounts and professional development opportunities
  • Multiple employee discounts programs