Sinai Health System MANAGER, SYSTEM OPERATORS in Chicago, Illinois
The position provides leadership and management to the Sinai Health System switchboard operations, located at Mt. Sinai Hospital, Holy Cross Hospital, and Schwab Rehabilitation Hospital. The Manager will implement and review call center policies, procedures, and performance metrics, including quality standards. The Manager will monitor and manage staff handling inbound and outbound calls from associates, physicians, patients, families, and the general public. When necessary the Manager will coach staff to resolve staff problems, improve skills and refine techniques, as well as investigate and respond to customer complaints and comments with appropriate follow-up in a timely manner. The Manager will maintain unit compliance with regulatory and professional standards, identify staff development and training needs, and serve as a liaison between staff and other areas within the facilities at large.