Manager, Appointment Scheduling Contact Center

Maimonides Medical Center • New York, NY

4d

About The Position

Under the direction of the CIO, responsible for the daily operations, performance, and strategic oversight of the Appointment Scheduling Contact Center. This position provides leadership to supervisors, team leads, and frontline staff to ensure exceptional patient service, operational efficiency, and achievement of key performance indicators (KPIs). The Manager fosters a culture of accountability, continuous improvement, and employee engagement while supporting organizational goals and delivering an outstanding patient experience.

Requirements

• Associate degree required
• Minimum five years of progressively responsible leadership experience in a contact center, including experience leading teams
• An equivalent combination of education, leadership experience, and demonstrated performance may be considered
• Minimum three years of progressive contact center leadership experience
• Minimum three years managing supervisors or multiple teams

Nice To Haves

• bachelor's degree preferred
• Healthcare contact center experience strongly preferred

Responsibilities

• Manage the day-to-day operations of the Appointment Scheduling Contact Center, ensuring service levels and operational goals are consistently achieved
• Develops and maintains departmental policies and procedures; reviews policies and procedures to ensure consistent application of policies, procedures, and performance standards
• Hires departmental staff; manages employees in area of responsibility; initiates disciplinary action, including terminations; carries out annual performance appraisal of employees recommending promotions, raises, etc.
• Ensures that new employees are oriented and trained in job duties and departmental operations
• Approves departmental work schedules in partnership with workforce management to ensure adequate staff coverage; maintains employee attendance and approve time for staff
• Monitors and achieves performance expectations and monitor key performance indicators. Analyzes operational data and trends to identify improvement opportunities and develops action plans to address performance gaps and improve overall results
• Collaborates with clinical departments and operational leaders to ensure seamless patient access
• Leads employee engagement, recognition, and retention initiatives
• Adheres to the Medical Center's policy on Conflict of Interest, which includes completion of a Conflict-of-Interest Certificate on an annual basis.

What This Job Offers

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