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Manager, Contact Center - Hospice


Manages and coordinates the day to day Hospice operations of the Contact Center Shared Services to ensure a customer-focused operation that ensures continuity of care to all patients and their families and meets VNSNY standards, goals and objectives. Also provides information to prospective patients. Plans, supervises, and evaluates workflows and oversees and participates in daily operations of work team. Makes recommendations on operational improvements for department. Works under general direction.


-Manages the day-to-day operations of the Hospice Contact Center.  Oversees the development and utilization and evaluation of internal processes to ensure customer satisfaction, efficient operations, and the accurate and timely resolution of complaints, problems and issues. 

-Monitors the call distribution system throughout the day to ensure department service commitments and goals are achieved. Ensures exceptional customer service and adherence to all organizational policies and procedures. Coaches staff to ensure quality patient service and prompt and accurate completion of all required documentation.

-Develops and maintains a strong customer service focus in dealing with internal and external customers to ensure an ongoing supporting relationship and to convey a positive image of the department and VNSNY.  Acts as a key liaison to promote goodwill and cooperation between VNSNY departments and staff members to ensure customer satisfaction.

-Monitors effectiveness of activities (e.g., responsiveness to call, number of calls, complaints issues, etc.,) to ensure of customer satisfaction. Utilizes reports to identify trends and variances; recommends changes in strategy and business to improve individual and departmental performance.

-Participates in Hospice Team meetings, IDG management meetings, and serves on relevant committees for the purpose of information exchange, team collaboration, development of procedures and documentation tools, and development of quality and training. Participates in quality assurance (QA) activities to maintain high levels of staff performance and align department performance with VNSNY standards.

-Understands, implements, and complies with Hospice Care Mission, objectives, policies and procedures to ensure patient/caregiver needs are met.

-Performs all duties inherent in a managerial role.  Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, hires, promotes and terminates staff, and recommends salary actions, as appropriate.


Licensure:  License and current registration to practice as a Registered Professional Nurse in New York State required. Certification in Hospice and Palliative Care preferred.

Education:  Bachelor’s Degree in Nursing from an accredited program required.  Master’s Degree in Nursing preferred.

Experience:  Minimum of five years progressively responsible experience working a RN required, preferably in a Hospice environment, required.  Minimum two years of progressively responsible supervisory/lead experience in hospital, health care or clinical setting required.  Minimum one-year experience in a Hospice Program required.   Effective oral, written and interpersonal communication skills required. Contact center experience preferred.

Position requires flexible hours and ability to travel to all regions as needed to supervise and meet with staff in all Hospice service delivery areas.


The Visiting Nurse Service of New York (VNSNY) is the nation's largest not-for-profit home- and community-based health care organization, serving the five boroughs of New York City, and Nassau, Suffolk, and Westchester Countries. For over 125 years, VNSNY has been committed to improving the health and well-being of people through high-quality, cost effective healthcare in the home and community. We offer a wide range of services, programs, and health plans to meet the diverse needs of our patients, members, and clients from before birth to the end of life. Each day, more than 13,000 VNSNY employees - including nurses, rehabilitation therapists, social workers, other allied professionals, and paraprofessionals - deliver compassionate care, unparalleled medical expertise, and 24/7 solutions and resources to more than 44,000 patients and members, helping them to live the best lives possible in their homes and communities.