Supervisor - Neurosurgery - Contact Center

Henry Ford Health•West Bloomfield, MI

About The Position

This role is integral to our Department of Neurosurgery, ensuring seamless access to our neurosurgical providers and sites for our patients. As a Supervisor-Neurosurgery/Contact Center, you will provide leadership and direction to staff within the Neurosurgery contact center, ensuring optimal customer service, quality, and efficiency. You will be accountable for communicating and monitoring performance standards, using complex reporting tools to measure productivity, appropriate scheduling, and identify areas of opportunity. This role is critical in supporting the operational and technical needs of the team, fostering positive relationships with department leadership, and contributing to the overarching strategies of Henry Ford Health System and Network.

Requirements

Associate degree in related field or 60 college credits.
Two (2) years of previous appointment scheduling experience.
Experience in Electronic Medical Record system such as Epic.
Proficient in Microsoft Office Applications and Intranet Web based programs.
Proficient in complex telephony systems such as Genesys.
Ability to run complex reports in Genesys and CRM (salesforce).

Nice To Haves

Managing and leading a team
Bachelor's Degree
Familiarity with medical terminology.

Responsibilities

Lead and direct staff within the neurosurgery contact, Specialty Services, and Radiology Services ambulatory access structures.
Monitor and communicate performance standards to meet system, department, and patient expectations.
Utilize complex reporting tools to measure staff productivity and overall performance.
Oversee operational and technical supervision, ensuring optimal customer service, quality, and efficiency.
Develop and implement training materials and provide recommendations for hiring and disciplinary actions.
Collaborate with department leadership to implement organizational initiatives and support continued quality and service excellence.