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.
Work Shifts9:00 A.M - 5:00 P.MDuties & ResponsibilitiesPurpose of Position:
Under supervision, implements newly designed systems and parallel systems; revises existing systems, methods, procedures and designs. Performs analysis and modifies systems, procedures and forms to effect improvements, increase effectiveness in process flows and optimization of Corporate productivity.
Examples of Typical Tasks:
1. Studies, reviews and analyzes existing systems, methods, procedures and projects to determine whether systems meet the operational needs of the Corporation.
2. Prepares and modifies flow charts, diagrams, reports and other documentation necessary for systems design and modification.
3. Participates in the training of staff in the implementation of new programs and systems design.
4. Prepares manuals of systems and procedures, reviews and modifies existing manuals.
5. Recommends improvements and/or modifications of existing systems in terms of problems, bottlenecks and inadequate utilization of resources.
6. Implements the development of approval systems and subsystems.
7. Designs and implements approval parallel systems to minimize operational problems.
8. Maintains, modifies, improves and monitors existing operational systems, standards of performance, quality of controls and progress of assigned projects with a view towards computer applications.
9. Utilizes industrial engineering techniques and/or administrative management techniques to establish performance standards and input data, and analyzes alternative means of deriving input data and recommends the optimal method.
Minimum Qualifications1. A Baccalaureate Degree in a relevant field from an accredited college or university; and,
2. One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,
3. A Masters Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
4. A satisfactory combination of education, training and experience.
Department PreferencesKnowledge, Skills, Abilities and other Requirements:
- Contact Center Operations and Quality Auditing
- Quality Evaluation Processes and Software
- Ambulatory Care Front Desk Operations and Scheduling
- Self-starter and ability to work independently.
- Strong organizational skills, meets deadlines and carries out duties efficiently.
- Successfully prioritizes competing tasks
- Ability to analyze and identify agent trending
- Effective communication (written and oral).
- Ability to overcome organizational resistance to change.
- Experience with creating or compiling reports using various sources of data.
- Strong Leadership Skills
- Must be extremely detail oriented with the ability to collaborate with Operations to create thorough corrective and preventative plans.
- 1-3 Years Healthcare or Contact Center Quality background preferred.
- 1-3 Years Contact Center experience preferred
- Calabrio (or similar Quality Evaluation Software)
- Epic
- MS Office Suite (Excel, Word, PowerPoint)
BenefitsNYC 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
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- Loan Forgiveness Programs for eligible employees
- College tuition discounts and professional development opportunities
- College Savings Program
- Union Benefits for eligible titles
- Multiple employee discounts programs
- Commuter Benefits Programs
If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.
