Healthcare Leadership Opportunity for Results-Driven Professional
7 days ago
NYC Health + Hospitals, the largest public healthcare system in the United States, seeks a highly skilled Team Supervisor to lead our Contact Center team. This role offers a unique opportunity to empower patients, drive operational excellence, and contribute to the delivery of high-quality care services.
About the Role
The Contact Center Team Supervisor plays a critical role in ensuring that patient needs are met efficiently and effectively. As a key member of our leadership team, you will be responsible for providing guidance, coaching, and development opportunities to support the growth and success of your team members. Your leadership will focus on improving team performance, meeting departmental goals, and exceeding expectations in terms of patient satisfaction and operational efficiency.
Key Responsibilities:
- Foster a positive culture of collaboration, communication, and accountability within the team.
- Lead hiring, training, and coaching efforts to ensure team members have the necessary skills and knowledge to deliver exceptional patient experiences.
- Maintain exceptionally high individual and department service levels, driving continuous improvement and process optimization.
- Provide dynamic leadership through regular one-on-one meetings, mentorship, and coaching to help team members efficiently manage delivery of services.
- Conduct daily and weekly huddles with the team, providing knowledge refreshers, organizational updates, and highlighting high individual and team performance.
- Serve as a liaison between team members and facility and department partners, facilitating effective communication and collaboration.
- Complete employee performance reviews for direct reports, identifying areas for growth and development.
- Collaborate with other leaders to identify trends and establish call center goals, ensuring alignment with departmental objectives.
- Analyze performance data to improve processes, optimize resource allocation, and maximize efficiency and patient satisfaction.
- Develop and communicate clear objectives for the team's day-to-day activities, aligning with departmental priorities.
- A Master's degree from an accredited college or university in Public Health, Public Administration, Business Administration, Social Work, Psychology, or Rehabilitation Counseling; and two years of full-time experience in medically-oriented healthcare environments, including one year in an administrative or supervisory capacity.
- Or a Baccalaureate degree from an accredited college or university in the same fields listed above, plus three years of full-time experience in similar roles, including two years in an administrative or supervisory capacity.
- A satisfactory equivalent combination of education, training, and/or experience.
- Minimum three years of supervisory experience in fast-paced, high-stress environments, preferably in call or contact centers or managed care settings.
- Demonstrated experience in employee development and performance management, as well as KPI management.
- Knowledgeable in Contact Center Operations, able to multitask, and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Comprehensive health benefits for employees hired to work 20+ hours per week.
- Retirement savings and pension plans.
- Loan forgiveness programs for eligible employees.
- Paid holidays and vacation in accordance with collectively bargained contracts.
- College tuition discounts and professional development opportunities.
- Multiple employee discount programs.
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