The New York City Department of Health and Mental Hygiene (NYCDOHMH), Public Health Laboratory is seeking to hire a qualified Problem Resolution Specialist.

The mission of the Public Health Laboratory is to safeguard the health all New York City residents by providing quality laboratory testing services that address the needs of the NYC DOHMH and its community partners to prevent and respond to food, clinical and environmental public health concerns.

This is an excellent opportunity to join our team and continue to make history at the world's first municipal public health laboratory.

DUTIES WILL INCLUDE BUT NOT BE LIMITED TO:

- Oversee team of problem resolution support staff.
- Liaise with external submitters in resolving specimen related issues, including, but not limited to NYC hospitals and other health care facilities.
- Work with community stakeholders in improving specimen submission procedures.
- Expand current community reach to submitters in low testing areas that are eligible for PHL testing services.
- Actively contribute to the Client Services vision in providing superior customer service through quality, commitment, courtesy, and teamwork.
- Serve as point of contact during outbreaks between PHL and external stakeholders to ensure proper submission of test requests.
- Actively and consistently support all efforts to simplify and enhance the client and employee experience.
- Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, and communication and coaching skills.
- Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
- Assist team with escalated client issues and inquiries via telephone, email and any other new forms of communication.
- Ensure unit standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
- Establish and maintain interdivisional relationships to ensure alignment on all business initiatives.
- Provide technical assistance and training to staff in techniques of problem resolution and evaluation.
- Other activities include, but not limited to: Provide support during emergency responses in the role of PHL desk officer, unit staff scheduling, administrative tasks.

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.