Administrative Director-FPA Access Center

Description

The Administrative Director exercises management responsibility over the business and operational activities of a small to medium sized department, unit or business process. This individual is responsible for establishing short and long term goals and objectives in line with Mount Sinai Health System as well as ensuring compliance with federal, state and city regulatory agencies.

Responsibilities

Workforce Management Responsibilities:

• Work with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions;
• Define key metrics to provide managers a solid understanding of business performance;
• Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans;
• Analyze and manage associate training and certifications, adjusting as needed to ensure staffing levels are achieved;
• Serve as the WFM system owner, Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.
• Responsible for aligning strategic and tactical planning to enable the business to continuously deliver targeted service levels and processing turn-around times.
  
  

Training & Quality Responsibilities:

Training:

• Design, develop, and implement a Access Center training function: strategy, curriculum, processes and initiatives
• Own overall management of training systems, content and support materials
• Ensure consistency in the quality of training programs, materials and initiatives launched by the contact center
• Establish metrics and tracking mechanisms to build accountability, assess training effectiveness, measure results, evaluate trends, and optimize the impact of training programs
• Develop effective relationships with business leaders and peers gaining a deep understanding of business and culture to connect learning needs and training offerings to the business strategy
• Recruit, coach and develop a team of learning and development professionals
  
  

Quality Assurance:

• Design, develop and implement a Contact Center QA function: strategy, process and initiatives
• Establish the quality standards governing customer interactions, designed to ensure that the customer experience is consistent across all customer touch points, within our internal group as well as throughout our partnering practices
• Provide leadership QA teams and ensure calibration with internal standards, develop methodologies and ensure consistent evaluation
• Facilitate calibration sessions with contact center leaders to ensure consistency in the evaluation process across teams
• Implement change management strategies by identifying key stakeholders, approaches, and communication plans for developing new processes, technology, and/or tools
• Investigate any inconsistencies and create solutions by providing corrective and preventive action plans to drive operational improvements
  
  

Qualifications

• Bachelors degree; Masters degree preferred, with applicable experience
• 5+ years of experience in health care finance or administration; experience in strategic planning and execution, formulating policy, building and developing financial plans, managing resources and leading successful teams.
  
  

Employer Description

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.
  
  

At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally.

Explore more about this opportunity and how you can help us write a new chapter in our history!

“About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.”

EOE Minorities/Women/Disabled/Veterans

Compensation

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $95450 - $154499.99 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.