NYU Langone Health is a world-class, patient-centered, integrated academic medical center. Ranked as the #1 Hospital in New York and the #3 Hospital in the nation by U.S. News & World Report, NYU Langone’s culture is rooted in excellence in patient care, education, and research. NYU Langone comprises more than 300 locations throughout the New York area, including six inpatient locations, a children’s hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history.

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Position Summary:
We have an exciting opportunity to join our team as a Supervisor - Patient Access Center.

In this role, the successful candidate This position is responsible and accountable for supervising Contact Center Representative (CCR) activities to ensure that the organization's vision and business objectives are met. The Supervisor is expected to deliver consistent CCR performance that achieves the highest level of patient/customer satisfaction and loyalty. The Supervisor provides direct supervision of and support to CCRs via the monitoring of availability, performance, and quality. This includes, but is not limited to participating in the execution of the Call Quality Monitoring program; coaching and supporting staff development; assisting in managing daily workflow; reporting on trends; and collaborating with Contact Center leadership for issues resolution and process optimization.

Job Responsibilities:

• Perform other duties as assigned particularly as it relates to the start-up demands of this new Contact Center.
• Provide support to the leadership team, including but not limited to quality monitoring and coaching, metrics and performance, communication to staff, process adherence, report generation, and intra-day schedule adherence.
• Integrate company brand, culture, customer focus, and behaviors into daily operations and interaction with CCRs and patients/customers; perpetuate an above and beyond work environment.
• Provide for real-time management of contact queues and agent skill assignments within the Contact Center system; generate reports for management as assigned.
• Participate in calibration sessions to ensure consistency with Contact Center standards for quality assurance.
• Act as first-level escalation for callers with complex issues or who request to speak with a Supervisor.
• Assure that scripts and critical directives for scheduling remain current and are utilized by front-line staff.
• Support the Contact Centers new-hire and refresher training initiatives to ensure that CCRs are trained appropriately, follow correct procedures, and maintain a high degree of quality.
• Work with Contact Center business leaders to manage daily work assignments and workflow.
• Assist the leadership team in the hiring process, including interviews, assessments, and the coordination of on-boarding tasks for new employees.
• Assist the Quality Manager/Workforce (WF) Manager with coverage and distribution of tasks within the Contact Center as required.
• Identify and report to management opportunities for process improvement and optimization.
• Assist Contact Center Representatives to understand and use Epic EMR, Salesforce, Cisco, Verint, and other Contact Center applications.
• Keep up-to-date on all communication/changes within the Contact Center.
• As assigned and as appropriate, interact with physician practice management to maintain currency of information and resolve issues.
• Demonstrate regular, consistent, and punctual attendance; monitor compliance of CCRs with time and attendance policies.
• Participate in multidisciplinary quality and service improvement teams as appropriate; participate in meetings, and represent the Boynton Beach Contact Center (as appropriate).
• Participate and/or lead projects and tasks as identified and/or assigned; meet required deadlines.
• Collaborate with other Supervisors by sharing knowledge, learning, and by building consensus.
• Maintain consistent and quality communication with Contact Center Representatives, Supervisors, and other leaders; assure that a consistent means exists for funneling information updates to agents.

Minimum Qualifications:

• To qualify you must have a Bachelor's degree or an equivalent combination of education and experience in Contact Centers.
• At least two years of direct experience in team supervision, preferably in an inbound Contact Center and/or has been a Team Lead for at least 3 months within a Patient Access Center.
• Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred.
• Proven ability to lead and motivate staff; self-directed with an optimistic attitude.
• Working knowledge of Contact Center tools for quality monitoring, reporting, workforce management, etc.
• Must be a strong computer user, including proficiency in the use of the internet, Excel, Word, Outlook, etc.; demonstrated ability to use complex applications.
• Excellent written and verbal communication skills, including the ability to listen.
• Must demonstrate adaptability and flexibility while working within a fast-paced, ever changing environment.
• Must demonstrate strong interpersonal skills with the ability to positively motivate and resolve/manage agent relations issues; ability to analyze issues and quickly identify the best resolution for the situation; strong decision-making skills.
• Behavior consistent with NYU FGP mission, vision, goals, objectives, and patient care philosophy.
• Must have excellent time management, organizational skills, and the ability to multi-task.
• Must be a team player with the ability to maintain positive communication with Contact Center Representatives.

NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.

If you wish to view NYU Grossman School of Medicine’s EEO policies, please click here. Please click here to view the Federal “EEO is the law” poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

Required Skills

Required Experience