Minimum Qualifications: Associates Degree and three years relevant administrative experience, preferably in a hospital or medical call center setting, or equivalent combination of education and experience, excellent written/oral communication, organizational and computer skills, and previous supervisory experience required. Knowledge of medical terminology and customer service training is preferred.
Job Standard / Operational Needs: The Team Leader - UHCC Call Center will be responsible for providing day to day leadership and support to the UHCC Call Center. The Team Leader will oversee and participate in all related call center duties, including providing guidance and support to staff as needed. Will develop staff schedules, participates in recruitment, orientation and performance management processes and assure procedures are complete and current. Will monitor and instruct staff to ensure smooth call flow and high customer service standards. Facilitates open lines of communication with staff, supervisor, nursing, patients and families. Creates optimal customer service initiatives to improve availability and access to the departments we serve. Must be innovative in creating solutions to optimize service to internal and external customers.
About State University of New York Upstate Medical University
SUNY Upstate Medical University in Syracuse, NY, is the only academic medical center in Central New York. It is also the region's largest employer with 9,460 employees. Affiliated with the State University of New York, Upstate's mission is to improve the health of the community through education, biomedical research and health care. Upstate Medical University's educational mission is anchored by i...ts four colleges?Medicine, Nursing, Health Professions and Graduate Studies (biomedical sciences). Since 2006, student enrollment has grown by 30% as Upstate responds to the needs of the region. As a biomedical research enterprise, Upstate focuses on the most prevalent human diseases, including cancer, diabetes, heart disease, nervous system disorders, vision, and infectious diseases. The quest for treatments and cures is built upon expertise in structural, molecular and systems biology. Upstate also offers many clinical trials for patients. The Upstate University Health System serves 1.8 million people, often the most seriously ill and injured, and includes Upstate University Hospital; Upstate University Hospital at Community Campus; Upstate Golisano Children's Hospital, and numerous satellite sites.