Administrative Director-fpa Access Center
1 month ago
**Description**
The Administrative Director exercises management responsibility over the business and operational activities of a small to medium sized department, unit or business process. This individual is responsible for establishing short and long term goals and objectives in line with Mount Sinai Health System as well as ensuring compliance with federal, state and city regulatory agencies.
**Responsibilities**
Workforce Management Responsibilities:
- Work with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions;
- Define key metrics to provide managers a solid understanding of business performance;
- Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans;
- Analyze and manage associate training and certifications, adjusting as needed to ensure staffing levels are achieved;
- Serve as the WFM system owner, Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.
- Responsible for aligning strategic and tactical planning to enable the business to continuously deliver targeted service levels and processing turn-around times.
Training & Quality Responsibilities:
**Training**:
- Design, develop, and implement a Access Center training function: strategy, curriculum, processes and initiatives
- Own overall management of training systems, content and support materials
- Ensure consistency in the quality of training programs, materials and initiatives launched by the contact center
- Establish metrics and tracking mechanisms to build accountability, assess training effectiveness, measure results, evaluate trends, and optimize the impact of training programs
- Develop effective relationships with business leaders and peers gaining a deep understanding of business and culture to connect learning needs and training offerings to the business strategy
- Recruit, coach and develop a team of learning and development professionals
**Quality Assurance**:
- Design, develop and implement a Contact Center QA function: strategy, process and initiatives
- Establish the quality standards governing customer interactions, designed to ensure that the customer experience is consistent across all customer touch points, within our internal group as well as throughout our partnering practices
- Provide leadership QA teams and ensure calibration with internal standards, develop methodologies and ensure consistent evaluation
- Facilitate calibration sessions with contact center leaders to ensure consistency in the evaluation process across teams
- Implement change management strategies by identifying key stakeholders, approaches, and communication plans for developing new processes, technology, and/or tools
- Investigate any inconsistencies and create solutions by providing corrective and preventive action plans to drive operational improvements
**Qualifications**
- Bachelors degree; Masters degree preferred, with applicable experience
- 5+ years of experience in health care finance or administration; experience in strategic planning and execution, formulating policy, building and developing financial plans, managing resources and leading successful teams.
**Employer Description**
**Strength Through Diversity**
The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:
- Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
- Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
- Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.
We work hard to acquire and retain the best people and to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to professional advance. We share the belief that all employees, regardless of job title or expertise contribute to the patient experience and quality of patient care.
Explore more about this opportunity and how you can help us write a new chapter in our history
**“About the Mount Sinai Health System**:
The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, natio
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