Associate Director, Operations

Marketing Statement NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services.

Our diverse workforce is uniquely focused on empowering New Yorkers.

Marketing Statement NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services.

Our diverse workforce is uniquely focused on empowering New Yorkers.
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities SUMMARY OF

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The Associate Director, Contact Center Service Delivery will be the Contact Center point of contact regarding patient, provider and clinical appointment needs. This person will work closely with administrative and clinical leaders to collaborate on processes that impact the contact center. They will communicate monthly and quarterly key performance metric results with a deep understanding of how these items impact the broader system and what drives strong performance in these metrics.

This role will also be responsible for ensuring successful roll outs of special projects, initiatives and pilots including bringing on new work within the Contact Center.
General Tasks And Responsibilities Include

• Building and nurturing professional, productive and trusting relationships with facility leadership and administrators, internal departments, clinical leadership and the contact center team.
• Proactively identifies ways to improve articulation and communication of performance metrics and definition of success.
• Lead monthly or quarterly facility leadership meetings reviewing and discussing contact center performance metrics and other items of interest.
• Lead recurring meetings with both clinical and administrative leaders of projects served by the contact center.
• Resolves facility appointment issues and escalations in a timely manner. Serves as a consultant on ways to minimize risk of error.
• Assists with ensuring all supporting documentation and information provided to the contact center from internal partners remains up to date and educates these partners on the importance and impact of maintaining this information.
• Partners with facility leadership to create and/or uncover opportunities to improve productivity, efficiency and patient experience through strategic and creative solutions
• Collaborates with internal teams to address facility and contact center needs and initiatives
• Works in partnership with facilities to align efforts to meet the broader organizational goals
• Coordinates activities of projects, initiative and pilots to ensure that goals or objectives are accomplished within prescribed time frame and funding parameters, engaging resources and departments as needed.
• Collaborates with internal and external partners to implement new work and assimilate additional departments within the Contact Center.
• Performs other related…