HERC: Metro New York & Southern Connecticut Call Center Manager in New York, New York
Employer Name: Columbia University
Job Type: Officer of Administration Bargaining Unit: Regular/Temporary: Regular End Date if Temporary: Hours Per Week: 35 Salary Range: Position Summary The Call Center Manager supports and participates in the development and management of the centralized call center.. Responsibilities Operations Works collaboratively with Senior Associate Dean of Clinical, Program Directors, and other leaders to help ensure access and referral management targets are met or exceeded and will participate in process improvement efforts to establish practices that foster goal attainment. Promote, facilitate, and provide quality efficiency, one call resolution, and customer satisfaction. Monitors data and team processes while driving to improve the services provided. Lead the unit to enhance the operations and its programs, including effective staff management, metrics and data management and operational analyses Identify staffing patterns and needs that will effectively support the operations and makes recommendations. Processes payroll and tracks employee time off. Work with members of management to share information and contribute to the ongoing improvement of standards, policies and procedures leading to the continuous enhancement of service, quality, and productivity. Design and produce call center operations ad hoc reports as needed through various systems (call center software, scheduling data, etc.) Act as a resource for agents for questions or assistance with patient calls, and help address escalated complaints. May assist with handling calls during high peak volume periods. Manages project in multi-level capacity including but not limited to: creating long- and short-term plans, setting targets for milestones and adhering to deadlines, delegating tasks, ensuring continuous alignment with organizational goals, and communicating with senior leadership on progress and deliverables. Strategy Monitors key performance indicators and helps Senior Associate Dean of Clinical Affairs develop and implement performance improvement initiatives. Continuously seeks and implements operational improvements. Works with Senior Associate Dean of Clinical Affairs, and leadership team to develop and implement change management strategies that support overall organizational goals and process improvement initiatives. Maximize employee adoption and measure effectiveness. Ensure communication of changes is cascaded throughout unit and feedback channels are in place. Ensures staff support system is in place. Works with Managers to address any escalated concerns and identified risks. Implements approved communication strategies including, but not limited to: informal and formal presentations for various audiences, feedback channels, senior leadership/stakeholder presentations, vendors, etc. Ensures relevant communication are cascaded to the various interest and stakeholder groups as needed. Leads and/or participates in projects and performance improvement activities. Ensures strategic alignment of unit goals to overall CUMC organization, mission, and vision. Supports all customer satisfaction initiatives, displaying a positive attitude in interactions with staff, patients and family members. People Executes approved HR strategy. Clarifies roles and responsibilities of team members; ensures that necessary steering, review, and support functions are in place. Ensures that the purpose and importance of the team are clarified (e.g., team has a clear charter or mission statement); guides the team in setting specific and measurable short- and long-term goals. Manage, train staff on scheduling protocols for each dental program, develop, coach, monitor and empower team members to provide customers with a superior service experience, and to inspire the feeling of high energy, excitement, satisfaction, with a sense of pride and belonging in their workplace. This also includes the ability to support the transfer of skills and knowledge obtained in the training into practice and production thereby meeting and exceeding key performance objectives. Evaluates staff performance and competencies, approaching the performance review process constructively and conducts it in accordance with Human Resources and departmental guidelines and procedures. Offers continuing guidance and assistance to employees on work activities, procedures, competency development and performance-related issues as appropriate. Ensures leadership is kept aware of performance of each employee on an ongoing basis. Addresses any performance related issues promptly. Promotes staff professionalism and performance with coaching, training and feedback. Mentors others in individual and team accountability, modeling behavior and demonstrating best practices/techniques. Compliance Keeps current on all organizational, regulatory compliance and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required trainings. Ensures compliance for a safe and secure work environment at all sites by following all OSHA, EH&S and public safety policies and guidelines. Maintain patient privacy and confidentiality according to HIPAA requirements at all times. Minimum Qualifications A Bachelors degree plus 4 years of related experience or equivalent in education and experience. Other Requirements Must be able to create and deliver presentations for organizational stakeholders. Ability to lead and mentor team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of the practice. Ability to work independently and follow-through and handle multiple tasks simultaneously. Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations. Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs. Must be a motivated individual with a positive mindset and exceptional work ethic. Must successfully complete systems training requirements. A minimum of 4 years of managing a team or teams in a fast paced call center environment, and/or medical/dental practice environment. Excellent organizational skills, time management and the ability to set priorities among multiple competing objectives, tasks and initiatives is required. Basic project management skills including executing technical and operational project activities with cross-functional teams. Demonstrated strong proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility. Candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely. Demonstrated strong proficiency in problem assessment, and resolution and collaborative problem solving in complex, and interdisciplinary settings. Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively and effectively with professional staff, providers and organizational stakeholders. Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents.