Senior Director - Clinic Reception Unit
The Jewish Board

Make a bigger difference

At The Jewish Board, we don't just make a difference - we make a bigger difference as we serve 45,000 New Yorkers every year. Join our dedicated team that's been helping communities across New York City for almost 150 years and see just how big of a difference you can make.

Reasons you'll love working with us:

• If you have a particular age range or population you're interested in working with, you can find your niche here. Our clients and staff are as diverse as the city we work in, and include people of all cultures, religions, races, gender expressions, and sexual orientations.

• We're committed to supporting your career development by encouraging mobility and advancement across different program types and jobs.

• With 70 locations throughout the five boroughs, you can work close to where you live.

• Generous vacation time and paid holidays will help you achieve a healthy work/life balance.

• We offer an excellent benefits package with affordable, high-quality health and dental insurance with low co-pays.

• You'll receive ongoing support through high-quality supervision, specialized trainings from our Continuing Education team, and an education benefit.

How you can make a bigger difference:

The Senior Director is a member of the Business Operations leadership team and is primarily responsible for all Call Center activity in the Community Behavioral Health Division. The Senior Director implements and reviews policies and operating structure of the call center, makes recommendations for improvements, and monitors client interactions to ensure that the expectations of clients are met. Sets standards and guidelines for client interactions. In addition, the Senior Director analyzes operations of the call center and oversees any efficiency improvements. With Business Operations leadership, the Senior Director creates functional strategies and specific objectives for the call center and develops budgets/ policies/procedures to support the call center. This is a hybrid opportunity.

Some responsibilities include but not limited to:

• Devise ways to optimize procedures that employees are expected to follow during and between calls.
• Prepare periodic progress and status reports, and employee performance evaluations.
• Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls.
• Actively manage all virtual clinic activity.
• Increase productivity of client engagement specialists (coach, hold accountable and recognize/reward on KPIs).
• Help create and maintain a positive call center culture.
• Assist in developing and implementing future call center vision and strategy.
• Reviews trends for phone volume, staffing levels, scheduling and customer satisfaction to determine where process improvements may be made.
• Continuously monitor call center dashboard and assign calls and agents as needed to maintain flow.
• Review quality performance measurements and provide input for coaching performance/action plans as applicable.
• Ensures that all complaints are resolved in a timely manner.
• Other duties as assigned.

Personnel:

• Responsible for ensuring appropriate staffing to support call volume, virtual clinic and scheduling needs, including monitoring staff attendance and vacation scheduling.
• Timely completion of performance appraisals and appropriately addressing performance concerns
• Conducting or participating in staff training or coaching.

Administrative Functions and Program Operations:

• As part of the Business Operations leadership team, the Senior Director will collaborate with clinics, One Call and CCBHC leadership to ensure call center operations are conducted efficiently; the call center remains in compliance with relevant regulatory entities and is fiscally viable.
• Facilitate team meetings and other meetings as assigned
• Participate in Clinic and CCBHC meetings as needed to ensure integrated services throughout CBH.
• Participate in quality improvement and assurance activities, including completion of surveys and evaluations.
• Liaise and collaborate with the Clinic Directors, One Call on a regular basis, and other departments needed.

CORE COMPETENCIES for the position include:

• Demonstrated ability to work in a fast-paced environment.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Extensive knowledge and experience using online call center phone and tracking systems.
• Strong listening skills, attention to detail and decision-making skills.
• Minimum 5 years in a call center environment.
• Ability to prioritize and manage multiple responsibilities.
• Experience managing leaders/supervisors and staff.
• Previous experience in the healthcare field preferred.
• Knowledge of call center performance evaluation procedure.
• Pleasant, friendly attitude, with an ability to adapt to change.
• Desire for personal/professional growth and development.
• Superior problem-solving skills.

EDUCATIONAL / EXPERIENCE REQUIRED (List all that is required to achieve this position):

• Bachelor's degree in related field.
• Minimum 5 years' experience in a call center environment.

COMPUTER SKILLS REQUIRED (List the computer skills needed):

• Experience working with electronic medical records and proficient with Microsoft Office.
• Experience working with Avaya call center platform.

VISUAL AND MANUAL DEXIERITY:

• The candidate should be able to read documents for analytical purposes such as computer information, software, computer graphic design programs, etc.

• Limited applications of manual dexterity and hand-eye coordination.

WORK ENVIRONMENT / PHYSICAL EFFORT:

• Hybrid work setting. Position entails a combination of in person and remote work.
• Travel required between program locations and other Jewish Board sites.

If you join us, you'll have these great benefits:

• Generous paid time off in addition to agency holidays and 15 sick days
• Affordable and high-quality medical/dental/vision plans
• Tuition assistance and educational loan forgiveness
• Free continuing education opportunities
• 403(b) retirement benefits and a pension
• Flexible spending accounts for health and transportation
• 24/7 Accessible Employee Assistance Program
• Life and disability insurance
• Diversity, equity, and inclusion working groups that are available for you to join, including Confronting Structural Racism (COR), Coalition Against Anti-Semitism (CAAS), and the LGBTQ Steering Committee

Who we are:

The Jewish Board delivers innovative, high-quality, and compassionate mental health and social services to over 45,000 New Yorkers each year. We are unique in serving everyone from infants and their families to children, teens, and adults. We are proud to employ and serve people of all religions, races, cultural backgrounds, gender expressions, and sexual orientations. We are committed to building diverse, equitable, and inclusive teams to help support our mission, and we strongly encourage candidates from historically marginalized backgrounds to apply to work with us.

More on Equal Opportunity:

We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, alienage, citizenship status, age, disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, partnership status, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

This applies with respect to recruiting, hiring, placement, promotion, transfer, training, compensation, termination, assignments, benefits, employee activities, access to facilities and programs, and all other terms and condition of employment as well as general treatment during employment.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities, without regard to any protected classifications, unless the accommodation would impose an undue hardship on the operation of our business. Any employees who need assistance to perform their job duties because of a physical or mental condition should contact human resources.

Other details

• Job Family Program Administration [500s]
• Job Function Directors
• Pay Type Salary
• Employment Indicator 8832 - Physician & Clerical
• Min Hiring Rate $125,000.00

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