Title: Customer Service SupervisorLocation: Lower East SideOrg Unit: FDTC Access Center MgmtWork Days:Weekly Hours: 35.00Exemption Status: ExemptSalary Range: $69,000.00 - $81,800.00As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC OfficesPosition SummaryUnder direction, oversees the day-to-day activities of the department's call center.Job Responsibilities
Participates in all day-to-day activities of the call center by providing support and back-up as needed.
Troubleshoots patient and staff issues and escalates difficult situations.
Advises staff of Key Performance Indicators (KPIs) to promote areas to improve services in keeping with standards of customer service. Develops and make recommendations to supervisor for new KPIs to improve monitoring of operations.
Utilizes reports from the telephone system to review call center performance and overall management of call demand.
Anticipates and arranges for coverage during vacation/sick/personal time.
Develops and implements call center policies to improve operations and patient care. Analyzes and evaluates workflows to ensure maximum efficiency and patient satisfaction.
Serves a subject matter expert in the use of the telephone system application. Assists staff in navigating the system, troubleshooting issues and improving efficiency.
Oversees staff in the absence of, and as per the direction of, the Manager.
Education
Bachelor's Degree in related field
ExperienceApproximately 3-4 years of related experience.Approximately 2 years of prior related experience in a customer service lead role.Knowledge, Skills and Abilities
Demonstrated strong communication and interpersonal skills; demonstrated ability to interact with multiple constituencies and exercise "people skills".
Ability to exercise standards of professionalism, including appearance, presentation and demeanor.
Ability to demonstrate excellent customer service skills in person, via email and on the telephone.
Demonstrated leadership competencies, including ability to motivate staff, excellent organizational skills, and ability to work effectively as a member of a team, in a busy, fast paced environment.
Licenses and CertificationsWorking Conditions/Physical DemandsStandard office work; Role will require long period of time in a sitting positionWeill Cornell Medicine is a comprehensive academic medical center that is committed to excellence in patient care, scientific discovery, and the education of future physicians and scientists in New York City and around the world. Our doctors and scientists - faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization - are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, NewYork-Presbyterian Hospital/Brooklyn Methodist Hospital, NewYork-Presbyterian Hospital/Westchester Behavioral Health Center, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to protected status, including race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.
