Neurosurgery Contact Center Supervisor

Supervisor - Neurosurgery - Contact Center

• Full-time
• Job Type: Full Time

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.

Supervisor- Neurosurgery/Contact Center - Henry Ford Health

Job Title

About the Department

This role is integral to our Department of Neurosurgery, ensuring seamless access to our neurosurgical providers and sites for our patients.

Role Overview

As a Supervisor- Neurosurgery/Contact Center, you will provide leadership and direction to staff within the Neurosurgery contact center, ensuring optimal customer service, quality, and efficiency. You will be accountable for communicating and monitoring performance standards, using complex reporting tools to measure productivity, appropriate scheduling, and identify areas of opportunity. This role is critical in supporting the operational and technical needs of the team, fostering positive relationships with department leadership, and contributing to the overarching strategies of Henry Ford Health System and Network.

Why Henry Ford Health

At Henry Ford Health, we are relentless advocates for exceptional care for our patients, communities, and each other. We come to do meaningful work and grow our careers, and we stay for the connection, support, and shared pride in making the impossible, possible.

What You Will Do

• Lead and direct staff within the neurosurgery contact,Specialty Services, and Radiology Services ambulatory access structures.
• Monitor and communicate performance standards to meet system, department, and patient expectations.
• Utilize complex reporting tools to measure staff productivity and overall performance.
• Oversee operational and technical supervision, ensuring optimal customer service, quality, and efficiency.
• Develop and implement training materials and provide recommendations for hiring and disciplinary actions.
• Collaborate with department leadership to implement organizational initiatives and support continued quality and service excellence.

What You Will Need

Required Qualifications

• Associate degree in related field or 60 college credits.
• Two (2) years of previous appointment scheduling experience.
• Experience in Electronic Medical Record system such as Epic.
• Proficient in Microsoft Office Applications and Intranet Web based programs.
• Proficient in complex telephony systems such as Genesys.
• Ability to run complex reports in Genesys and CRM (salesforce).

Preferred Qualifications

• Managing and leading a team
• Bachelor's Degree
• Familiarity with medical terminology.

What We Offer

We provide opportunities for career growth, collaboration with diverse teams, and the chance to engage in mission-driven work that makes a real difference. Our environment fosters continuous learning and professional development, empowering you to reach your full potential.

Join Our Team

Ready to make a difference? Apply now and join our team at Henry Ford Health!

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