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The Operations Manager is responsible for all aspects of the daily operations of the Patient Access Center.  This position ensures successful day-to-day operations through effective use of real time staff adherence monitoring, productivity and performance management, quality monitoring, and adherence to established performance and quality targets. 


Responsibilities include

·         Ensuring proper staffing levels, staff recruitment, staff development, coaching and team building. 

·         Ensuring adherence to established policy/procedure, and manages daily administrative requirements, payroll and attendance, and the union relationship and collective bargaining agreement. 

·         Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

·         Working closely with the workforce management team regarding workforce management planning and scheduling adherence for staff.  Ensures staff demonstrates the skills and knowledge to provide superior service, through call coaching and development. 

·         Ensuring that the contact center attains all service level agreements and operational goals while maintaining collaborative interactions with site administrators, physicians, clients and vendors to achieve optimum performance and process improvement. 

·         Serve as mentor for contact center supervisors.


Education/skills required:

·         Bachelor’s degree

·         4 years of experience operations/call center environments

·         EPIC experience is preferred; Certifications in EPIC, Quality Management/Process Improvement, and/or Project Management a plus.

·         Call Center environments and technical systems (e.g.  Automated Call Distribution (ACD) systems,  Interactive Voice Response (IVR)Systems, Workforce Management (WFM) systems, Quality recording and calibration systems)

·         Expert operational management skills

·         Strong analytical and data management skills. 

·         Advanced Microsoft Office Suite skills

·         Strong customer service skills

·         Strong labor/management relationship building and negotiation skills

·         Strong conflict management and resolution skills 

·         Clinical department and/or healthcare revenue cycle operations is helpful


Department: Patient Access Center Bargaining Unit: Non Union Campus: TARRYTOWN  Employment Status: Regular Full-Time Address: 555 South Broadway, Tarrytown
Shift: Day Scheduled Hours: HOURS VARY Req ID: 108150 


Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. 



To heal, to teach, to discover and to advance the health of the communities we serve.

To be a premier academic medical center that transforms health and enriches lives.

Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

  • Humanity
  • Innovation
  • Teamwork
  • Diversity
  • Equity




Nearest Major Market: White Plains
Nearest Secondary Market: New York City