THE JEWISH BOARD
Overview
The Jewish Board has delivered innovative, best-in-class mental and behavioral health services for nearly 150 years. We serve everyone from infants and their families to children, teens, and adults, creating opportunities to make a difference in the lives of over 45,000 New Yorkers each year. Location : 463 7th Ave, New York, NY 10018, US Purpose
The Jewish Board’s Community Behavioral Health treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally competent, person-centered approach to help individuals and their families develop skills and resources to improve overall functioning, instill hope, and strengthen resiliency. Our programs work closely with community partners to address health disparities while celebrating the strengths and resilience of our communities. Position Overview
The Senior Director of CRU (Clinic Reception Unit) is a member of the Business Operations leadership team in the Community Behavioral Division. The senior director is primarily responsible for overseeing all CRU functional areas including the Call Center, the Virtual Clinic and Central Scheduling. This leader is a systems thinker who balances big-picture vision with hands-on engagement to address critical operational issues, ensuring clients have reliable and timely access to care by managing centralized scheduling, call center services and the virtual clinic. A core component is developing innovative, data-driven solutions and leading their implementation to drive sustained improvement and growth of CRU’s three functional areas. The emphasis is on standardizing procedures, continuous process improvement, and using data-driven strategies to support the Community Behavioral Health Division’s objectives for CRU. Key Essential Functions
Operational Management & Improvement
Oversee day-to-day operations of the call center, central scheduling and the virtual clinic, continually improving service delivery and operational efficiency. Provide direct supervision of all CRU staff (onshore and offshore), supporting development through regular feedback, coaching and team meetings. Implement and refine centralized pathways for clients, including effective management of all CRU operations. Support expansion and improvement of administrative and scheduling processes to ensure timely and seamless access to services. Develop procedures that staff follow during and between calls; foster a service-oriented, professional, accountable, and engaged team culture. Collaborate with clinical leadership to align operational goals with productivity and client experience targets. Prepare progress reports and employee performance evaluations; manage incoming calls, routing, and agent availability to minimize wait times and ensure proper call handling. Manage all virtual clinic activity to optimize psychiatric appointment scheduling and client experience. Increase productivity of client engagement specialists through coaching and KPI-driven accountability and recognition. Contribute to a positive CRU culture and participate in developing future CRU vision and strategy. Monitor trends in phone volume, staffing, scheduling, and customer satisfaction to identify process improvements; manage call center dashboards to maintain flow. Review quality metrics and contribute to coaching plans; ensure timely resolution of complaints. Other duties as assigned. Data & Performance Monitoring
Track and report key operational metrics such as appointments scheduled/kept, kept rates, days between assignment and scheduling, call volume, service level, and staff productivity. Use data insights to identify areas for improvement and implement changes to streamline daily processes. Personnel
Ensure appropriate staffing to support call volume, virtual clinic, and scheduling needs; monitor attendance and vacation scheduling. Timely completion of performance appraisals and addressing performance concerns; conduct or participate in staff training and coaching. Administrative Functions and Program Operations
As part of the Business Operations leadership team, collaborate with clinics, One Call and CCBHC leadership to ensure CRU operations are efficient, compliant, and fiscally viable. Facilitate team meetings and participate in relevant clinic and CBHC meetings to ensure integrated services. Engage in quality improvement and assurance activities, including surveys and evaluations. Regularly liaise with Clinic Directors, One Call, and other departments as needed. Core Competencies
Must be a self-starter with hands-on leadership that works in both detail and strategy. Ability to operate in a fast-paced environment with competing priorities; highly organized with extensive operational detail. Strong written and verbal communication; experience in healthcare call center and central scheduling environments. Experience managing supervisors and staff; knowledge of call center performance evaluation procedures. Positive, adaptable attitude with a commitment to professional growth and problem-solving. Educational / Experience Required
Bachelor’s degree in a related field. Minimum 5 years of experience in a customer service leadership role in a healthcare environment. Computers & Technical Skills
Experience with electronic medical records and advanced Microsoft Office skills. Experience with call center technology. Visual and Manual Dexterity
Ability to read documents for analytical purposes; limited manual dexterity and hand-eye coordination. Work Environment / Physical Effort
Hybrid work setting (combination of in-person and remote work). Travel between program locations and other Jewish Board sites. Equal Opportunity
We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law. Our Values
Our Values.
Our values guide our work with staff, clients, and communities. Treat every person with dignity – we act with respect and care toward clients, colleagues, and communities. Strive to be outstanding – we are exceptional professionals in all we do. Embrace each other’s differences – we create a fair and inclusive environment for all. Engage individuals and families as our partners – we heal our communities through thoughtful collaboration. We are committed to building diverse, equitable, and inclusive teams and encourage candidates from historically marginalized backgrounds to apply.
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The Jewish Board has delivered innovative, best-in-class mental and behavioral health services for nearly 150 years. We serve everyone from infants and their families to children, teens, and adults, creating opportunities to make a difference in the lives of over 45,000 New Yorkers each year. Location : 463 7th Ave, New York, NY 10018, US Purpose
The Jewish Board’s Community Behavioral Health treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally competent, person-centered approach to help individuals and their families develop skills and resources to improve overall functioning, instill hope, and strengthen resiliency. Our programs work closely with community partners to address health disparities while celebrating the strengths and resilience of our communities. Position Overview
The Senior Director of CRU (Clinic Reception Unit) is a member of the Business Operations leadership team in the Community Behavioral Division. The senior director is primarily responsible for overseeing all CRU functional areas including the Call Center, the Virtual Clinic and Central Scheduling. This leader is a systems thinker who balances big-picture vision with hands-on engagement to address critical operational issues, ensuring clients have reliable and timely access to care by managing centralized scheduling, call center services and the virtual clinic. A core component is developing innovative, data-driven solutions and leading their implementation to drive sustained improvement and growth of CRU’s three functional areas. The emphasis is on standardizing procedures, continuous process improvement, and using data-driven strategies to support the Community Behavioral Health Division’s objectives for CRU. Key Essential Functions
Operational Management & Improvement
Oversee day-to-day operations of the call center, central scheduling and the virtual clinic, continually improving service delivery and operational efficiency. Provide direct supervision of all CRU staff (onshore and offshore), supporting development through regular feedback, coaching and team meetings. Implement and refine centralized pathways for clients, including effective management of all CRU operations. Support expansion and improvement of administrative and scheduling processes to ensure timely and seamless access to services. Develop procedures that staff follow during and between calls; foster a service-oriented, professional, accountable, and engaged team culture. Collaborate with clinical leadership to align operational goals with productivity and client experience targets. Prepare progress reports and employee performance evaluations; manage incoming calls, routing, and agent availability to minimize wait times and ensure proper call handling. Manage all virtual clinic activity to optimize psychiatric appointment scheduling and client experience. Increase productivity of client engagement specialists through coaching and KPI-driven accountability and recognition. Contribute to a positive CRU culture and participate in developing future CRU vision and strategy. Monitor trends in phone volume, staffing, scheduling, and customer satisfaction to identify process improvements; manage call center dashboards to maintain flow. Review quality metrics and contribute to coaching plans; ensure timely resolution of complaints. Other duties as assigned. Data & Performance Monitoring
Track and report key operational metrics such as appointments scheduled/kept, kept rates, days between assignment and scheduling, call volume, service level, and staff productivity. Use data insights to identify areas for improvement and implement changes to streamline daily processes. Personnel
Ensure appropriate staffing to support call volume, virtual clinic, and scheduling needs; monitor attendance and vacation scheduling. Timely completion of performance appraisals and addressing performance concerns; conduct or participate in staff training and coaching. Administrative Functions and Program Operations
As part of the Business Operations leadership team, collaborate with clinics, One Call and CCBHC leadership to ensure CRU operations are efficient, compliant, and fiscally viable. Facilitate team meetings and participate in relevant clinic and CBHC meetings to ensure integrated services. Engage in quality improvement and assurance activities, including surveys and evaluations. Regularly liaise with Clinic Directors, One Call, and other departments as needed. Core Competencies
Must be a self-starter with hands-on leadership that works in both detail and strategy. Ability to operate in a fast-paced environment with competing priorities; highly organized with extensive operational detail. Strong written and verbal communication; experience in healthcare call center and central scheduling environments. Experience managing supervisors and staff; knowledge of call center performance evaluation procedures. Positive, adaptable attitude with a commitment to professional growth and problem-solving. Educational / Experience Required
Bachelor’s degree in a related field. Minimum 5 years of experience in a customer service leadership role in a healthcare environment. Computers & Technical Skills
Experience with electronic medical records and advanced Microsoft Office skills. Experience with call center technology. Visual and Manual Dexterity
Ability to read documents for analytical purposes; limited manual dexterity and hand-eye coordination. Work Environment / Physical Effort
Hybrid work setting (combination of in-person and remote work). Travel between program locations and other Jewish Board sites. Equal Opportunity
We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law. Our Values
Our Values.
Our values guide our work with staff, clients, and communities. Treat every person with dignity – we act with respect and care toward clients, colleagues, and communities. Strive to be outstanding – we are exceptional professionals in all we do. Embrace each other’s differences – we create a fair and inclusive environment for all. Engage individuals and families as our partners – we heal our communities through thoughtful collaboration. We are committed to building diverse, equitable, and inclusive teams and encourage candidates from historically marginalized backgrounds to apply.
#J-18808-Ljbffr