Joan Manuel Monserrate
Senior Director of Operations, Contact Center @NYC Health + Hospitals
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WORK HISTORY
Senior Director of Operations, Contact Center @NYC Health + Hospitals
New York, NY, US
Responsible for the daily management of Contact Center and vendor operations. Oversees team that communicates and establishes trust with patients, internal departments and facilities. Directs all phases of operation and process improvement through rigorous KPIs and metrics with the goal of first-call resolution, as well as driving a culture of high-quality patient experience. In addition to day-to-day operations of the Contact Center, also demonstrate a commitment to excellence through continuous staff development, programs enhancing employee engagement, service, knowledge, skills, morale and culture.
EDUCATION
Tulane University Celia Scott Weatherhead School of Public Health and Tropical Medicine
Masters of Public Health, International Health and Development
Tulane University
Bachelors of Science/Bachelors of Arts, Ecological, Environmental and Organism Biology/Art Studio- Sculpture
ABOUT JOAN MANUEL MONSERRATE
Leader in organizational change to improve quality and efficiency of healthcare service delivery to populations most impacted by health disparities. Problem solver who operationalizes policy and creates structures that ensure organizational success with vast knowledge of COVID-19, HIV, sexual, reproductive health and harm reduction programming. Committed to sexual and reproductive justice and health equity. Background includes the NYS Department of Health and NYC Health + Hospitals. Bilingual in English and Spanish with working knowledge of French and Portuguese.
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