PATIENT SUPPORT CENTER (PSC) MANAGER

The William F. Ryan Community Health Network is a group of not-for-profit, federally qualified health centers that delivers high quality, affordable and comprehensive medical care to diverse and underserved communities. We are currently seeking a Patient Support Center Manager for our Ryan Women and Children’s Center located on the Upper West Side of Manhattan.

Position Overview:

The Patient Support Center Manager directs the team of Inbound and Outbound PSC representatives with a focus on quality customer service and patient support services through the administration of call handling and voice information technology and reporting systems. He/she promotes ongoing staff development and streamlined operations and oversees and monitors all aspects of PSC functions, ensuring positive communication between the PSCs and all Network sites. This work is carried out in support of the mission and goals of Ryan Network.

Essential Functions:

  • Develops PSC operational strategies by conducting needs assessments, capacity planning, productivity, quality, and customer-service standards. Provides feedback to Senior Management for strategic and operational planning.
  • Develops and monitors systems and processes by developing customer interaction and voice response systems, and voice networks; works with IT in implementing and leveraging use of Shortel Enterprise Call Center Software and eClinicalWorks.
  • Accomplishes PSC human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; monitoring and enforcing policies and procedures.
  • Maintains and improves PSC operations by monitoring staff performance, identifying and resolving problems, handling complex issues and patient complaints, preparing and completing action plans, communicating issues and liaison with Ryan Network site managers (both clinical and administrative staff), managing system and process resulting in performance improvement and quality assurance programs.
  • Prepares monthly and quarterly call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, and benchmarking state-of-the-art practices.
  • Other projects and duties as assigned.

Minimum Experience and Skills Required:

  • Minimum of five (5) years Call Center management experience in a healthcare or human services organization.
  • Experience and in-depth knowledge of Call Center and Electronic Health Record systems, including Patient portal and Patient Engagement tools.
  • Experience with ACD (Automatic Call Distribution) or other Call Center systems monitoring methods and tools.
  • Demonstrated track record of performing successfully in a fast-paced, high volume call center environment, exhibiting ability to improve productivity and staff performance.
  • Proven above average problem-solving and verbal/oral communication skills in the work environment.
  • Demonstrated ability to communicate effectively with all levels of staff: patient services clerical, administrative and clinical management.

Education, Licenses and/or Certification Required:

  • Bachelor’s Degree and five (5) years relevant work experience, or Associate’s degree in the specified field and seven (7) years of relevant work experience.

Preferred Qualifications:

  • Master’s Degree.
  • Prior experience in a multi-site Federally Qualified Health Center (FQHC) or other health careenvironment.
  • Bilingual: English/Spanish or any other language.


Please forward resume and salary requirements to careers@ryancenter.org, and reference job title in the subject line.

The Ryan Network is an Equal Opportunity / Affirmative Action Employer and does not discriminate because of age, color, disability, ethnicity, marital or family status, national origin, race, religion, sex, sexual orientation, military veteran status, or any other characteristic protected by law. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.