Team Supervisor (Coordinating Manager - Level B), Contact Center

Empower Every New Yorker - Without Exception - to Live the Healthiest Life Possible

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, without exception, to live the healthiest life possible.

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.

Job Description

The New York City Health and Hospital's Contact Center serves at the front line of our organization - often connecting patients to care as the first point of contact. We have a passionate and dedicated team focused on providing the best experience for our patients, Ambulatory Care facilities, and providers. Our team connects patients to needed medical services by partnering with leaders across the system to ensure an efficient and effective workflow is in place. We are also constantly working to improve our technological infrastructure to give patients the best options to communicate with us through their channel of choice.

The Contact Center Team Supervisor, provides leadership, coaching and development to ensure that patient needs are met efficiently and with a high caliber of service. The Team Supervisor focuses on improving team and practices, effectively meeting, sustaining and exceeding departmental goals and metrics related to high quality patient experience and exceptional operational performance. Will also assist in establishing team objectives, provide them with opportunities to expand their knowledge, analyze data and focus on improving performance and processes in an effort to better support patients.

General tasks and responsibilities include:

• Fosters a positive culture of excellence, collaboration, communication, growth and accountability
• Heads hiring, training, coaching, and leads team members as they provide support for patients
• Directly accountable for ensuring exceptionally high individual and department service levels
• Provides strong and dynamic leadership through one-on-one meetings with team members that mentors, develops and guides them to efficiently manage delivery of services to facility departments and patient access to care and experience
• Leads team meetings and elicits feedback to better understand the calls or online requests the agents are receiving, educating, and coach staff regarding processes and procedures, and explain expectations
• Collects, synthesizes and shares team feedback with managers and leadership for development and optimization of department procedures and tools that leads to continues improvement and service improvements
• Answers team member's questions, guiding them through difficult calls or issues, diffusing angry patients, or handling issues that cannot be fielded by agents
• Conducts daily and weekly huddles with team providing staff with knowledge refreshers, organizational updates and using the opportunity to highlight high individual and team performance
• Serves as the liaison for team members working with facility and department partners
• Completes all employee performance reviews as required for direct reports
• Assists other leadership team members in identifying trends and establishing call center goals
• Ensures the team is achieving desired service levels and performance directives, taking corrective action
• Prepares reports and analyzes performance and other related data to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction
• Develops and effectively communicates objectives for the team's day-to-day activities
• Travel and/or relocation to one of the following sites may be required: Bellevue, Cumberland or Metropolitan
• Other assignments as directed by the Director and Senior Director

Minimum Qualifications
1. A Master's degree from an accredited college or university in Public Health, Public Administration, Business Administration, Social Work, Psychology or Rehabilitation Counseling; and
2. Two (2) years of full-time experience in medically-oriented health care and medical support systems environment, one (1) year of which included experience in an administrative or supervisory capacity in such occupations as physical, occupational, inhalation, speech and audiology therapy or as Medical/Laboratory Technologist, Microbiologist (various specialties), Chemist (biochemist), Radiation and X-Ray Technician; or two (2) years of responsible level experience in business management systems or general administration including one (1) year in a supervisory or administrative capacity; or
3. A Baccalaureate degree from an accredited college or university in disciplines listed in "1" above; and
4. Three (3) years of full-time experience, as described in "2" above, including two (2) years of experience in an administrative or supervisory capacity in occupations, as listed in "2" above; or
5. A satisfactory equivalent combination of education, training and/or experience.

Note: Certification or licensure may be required.

Department Preferences

• Minimum three years of supervisory experience in a fast paced and high stress environment, preferably in a call or contact center or managed care environment.
• Minimum three years demonstrated experience in employee development and performance as well as KPI management.
• Experience leading and managing a remote workforce highly desired
• Knowledgeable in Contact Center Operations
• Ability 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
• Knowledge of management principles, performance evaluations and contact center metrics
• Strong coaching and leadership skills, ability to positively motivate employees
• Decisiveness and attention to detail
• An organized, reliable and results-driven professional
• A practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements.

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs