Call Center Manager- Healthcare transportation job vacancy in AMR – Jobs in Bronx, NY 10459

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Job Details
Company Name :
Company Location :
Bronx, NY 10459
Job Position :
Call Center Manager- Healthcare transportation
Job Category :
Jobs in California

Job Description :
Job Description:

Division: Call Center

Job Title: Mount Sinai TMO Site Manager

Reports To: Manager of Operations

FSLA Status: Exempt

The Communications Manager is responsible for all aspects of the Mount Sinai TMO Department. The Communications Manager will maintain payroll, scheduling, discipline and praise for the subordinates in thei department. It is expected that the TMO Manager will not be depended upon to navigate and dictate each call but too maintain oversight of the entire process.

Assist in the development and implementation of standard operating practices, policies, and procedures
Training and mentoring of new employees to ensure minimum level of proficiency is met for all new employees
Hiring, Evaluation and Promotion of all communication employees
Scheduling, payroll and coordination of sick and paid time off Ensures team is appropriately staffed at all times to handle call center volume and meet contract service level agreements.
Ensure staff maintains dress code and professionalism
Maintain ‘Customer Service First’ as the Department’s number one priority.
Review “Bill Facility” and ensure authorization could not be obtained
Ensure compliance with contractual SLA’s
Monitor and Ensure call center staff’s phone calls, ensuring staff is logged in and hanlding phone calls in an effective, expedites and professional manner
Manage and Monitor booking platforms to ensure timely response to requests for transport and hold over staff when two or more calls are holding for over 45 minutes while communicating delays with the Mount Sinai leadership team
Be the escalation point for Call Center Staff who encounter issues with transportation requests
Maintain a Policy and Procedure manual for the department.
Create and maintain logs necessary to perform quick checks and assessments to ensure the highest quality.
Promote education and training within the department.
Ensure on time performance delays are communicated to the appropriate facility
Ensure all time stamps are obtained for all transportation requests
Respond to complaints with thoroughness and accuracy.
Develop a strategies to make the department more efficient
Create and change staff schedules as dictated by demand and performance.
Look to build relations with other departments to help facilitate better performance.
Measure department performance and create initiatives designed to motivate staff towards positive goals
Other tasks and job duties as assigned by the Director of Operations

A Communications Manager must ensure the department is focused on efficient use of resources. The Communication Center must remain calm and rational; voices must remain controlled, when communicating with internal staff and facilities. The Communication Center must never be off guard or ignorant of potential problems and be as proactive as possible to ensure potential problems are caught early and dealt with.

The Communications Manager will be required to follow all Hunters policies and regulations at all times, including code of conduct.


High School Diploma or GED
Health Care Call Center or related experience
Managerial and administrative skills
Ability to report detailed analysis of deficiencies and trends to aid in better scheduling
Knowledge of the New York City, Nassau, and Suffolk county areas and thier surrounding suburbs
Map reading and route planning
Ability to type 30 words per minute
Basic Math
Good verbal, written and oral communication skills
Ability to make decisions under pressure
Ability to triage and redirect units based on priority

Preferred (not required) Skills:

NYS EMT-D and AHA Provider CPR preferred
Experience in obtaining authorizations and booking transportation

EEO Statement:
Global Medical Response and its family of companies are an Equal Opportunity Employer including Veterans and Disabled

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