Assistant Director Call Center

The Brooklyn Hospital Center • New York, NY

2h

About The Position

Manages the Call Center staff, maintains data analytics, completes staff training for development, and compliance management. Responsible for all activities relating to Call Center management, including data tracking and initiating improvements. Participates as part of the Ambulatory Administrative team in formulating and developing plans and strategies for departmental growth. Supports Ambulatory Administrators with template maintenance. Evaluates scheduling algorithms across TBHC and partners with departmental clinical leadership and staff to enhance access. Responsible for outreach, related reporting, patient portal, as well as the development, coordination, and presentation of related technical training for employees. In conjunction with Ambulatory Care Administration, the Assistant Director facilitates the development of uniform Patient Access procedures that result in improved revenue cycle performance, patient access, patient satisfaction, and other opportunities for performance improvement.

Requirements

• Associate’s Degree in Healthcare related field
• Minimum of two (2) years of supervisory experience
• At least five (5) years of Call Center experience as a supervisor
• Experience with patient access, ambulatory operations, Contact Center Operations
• Experience with an established history of clinical service excellence within an academic health care environment
• Demonstrated success in progressively senior leadership roles
• Superior critical thinking skills, with demonstrated ability to make independent, responsible decisions
• Strong analytical skills

Nice To Haves

• Bachelor’s Degree in healthcare related field
• Associates Degree with six (6) years of experience in ambulatory care management or related field
• Knowledge of EPIC Registration, and scheduling is preferred

Responsibilities

• Manages the Call Center staff
• Maintains data analytics
• Completes staff training for development
• Compliance management
• Responsible for all activities relating to Call Center management, including data tracking and initiating improvements
• Participates as part of the Ambulatory Administrative team in formulating and developing plans and strategies for departmental growth
• Supports Ambulatory Administrators with template maintenance
• Evaluates scheduling algorithms across TBHC and partners with departmental clinical leadership and staff to enhance access
• Responsible for outreach, related reporting, patient portal
• Development, coordination, and presentation of related technical training for employees
• Facilitates the development of uniform Patient Access procedures that result in improved revenue cycle performance, patient access, patient satisfaction, and other opportunities for performance improvement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree