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These hands do more than what's expected... Melinda Smith, Administrative Services

Manager - Contact Center Operations

Job ID 00765535 Location Weill Cornell Medical Center
NYP Employee Search Apply Now


New York, New York


Day (United States of America)


Impacting the Lives of Patients

Manager - Contact Center Operations

As New Yorks #1-ranked hospital, NewYork-Presbyterian is committed to communication of the highest quality. Friendly and focused, our Contact Center quickly relays information and facilities access, ensuring our patients and their families continuously receive superior service. Now, you have the opportunity to become one of the people who Make It Possible.

The Contact Center Manager serves consumers by planning and implementing call center strategies and operations. The manager is responsible for improving systems and processes and managing a 24x7x365 contact center and staff.

The manager works in close collaboration and alignment with all hospital campuses, the universities, the NYP Medical Group and community providers.  Responsible for designing and implementing improved processes, systems and operational policies at our Patient Experience Contact Center.  Directs supervisory and support staff, recommends changes to patient access & call center operations to enhance the patients & caregiver experience and support positive patient outcomes.

Preferred Criteria

  • Master’s Degree

Required Criteria

  • Bachelor’s Degree
  • Minimum of 7 years of related experience
  • Strong oral and written communication skills
  • Capable of interpreting call center and WFM data and operationalizing business needs while balancing staff needs and comfort
  • Strong leadership, management and organizational skills


Join a healthcare system where employee engagement is at an all-time high. Here we foster a culture of respect, diversity, and inclusion. Enjoy comprehensive and competitive benefits that support you and your family in every aspect of life. Start your life-changing journey today.

  • #1 in New York, "America's Best Hospitals 2019-2020." - U.S.News & World Report
  • 2019 "Best Places to Work: Employee's Choice." - Glassdoor
  • 2019 "Employees' Choice: Top CEOs" - Glassdoor
  • 2019 "America's Best Employers in New York State" - Forbes
  • 2019 "150 Top Places to Work in Healthcare." - Becker's Healthcare
  • 2019 "Top-Rated Work Places: Best Hospitals" - Indeed

Discover why we're #1 in New York and a best employer at:

NewYork-Presbyterian Hospital is an equal opportunity employer.

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