Job Summary:

The Associate Director - Upstate Connect Systems is the subject matter expert in call center technologies supporting Upstate initiatives, including throughout Patient Access, Upstate Connect, and the Ambulatory Call Center. The incumbent will stay abreast of emerging applications and will develop recommendations with a project planning focus. Manages the contracting and procurement of call center vendor applications, oversees end-user training & support, involving analysis, identification of problems or needs, designing solutions, and identifying required system adaptations. Responsible for coordinating periodic system maintenance and upgrade activities, including budget preparation/maintenance, building of the schedule, and coordinating day-to-day activities of taking a customer to live status. Communicates deviations from project plan to supervisor in a timely fashion. The Associate Director – Upstate Connect Systems will work closely with Information Management & Technology (IMT) departments, specifically the Epic team, to ensure accurate Epic integration into call center functionality.

Minimum Qualifications:

Bachelors degree and a minimum of three (3) years relevant hospital or health operations experience required. Call center systems analysis, design and project management experience, plus strong interpersonal and communication skills required.

Preferred Qualifications:

Experience working in a medical call center or Health Care environment preferred.

Work Days:

Monday-Friday, off hours as required.

Message to Applicants:

This is a repost of a previously posted position due to changes to the scope of the position. 

Recruitment Office: Human Resources

Executive Order:

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.