Sr. Manager, Contact Center Operations

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The University of Miami / UHealth Department of UHealth Connect has an exciting opportunity for a Full Time, Sr Manager, Contact Center Operations to work in Medley.

Core Job Summary :

The Sr Manager, Business Operations evaluates, administers, and manages all business and administrative matters including budget, operations, programs and personnel administration for the assigned department.

This position also provides financial analysis and strategic planning as well as manages the budgetary controls in partnership with various levels of management.

Core Responsibilities :

• Manages, implements, coordinates, plans and evaluates the business operations for the department / division, which may include statistical, performance and managerial reporting, budget support, capital planning, and process improvement.
• Develops and ensures adherence to the department’s annual budget, in accordance with University guidelines and policies.
• Participates in financial analysis and planning including monitoring and reporting on monthly budget variances and opportunities to improve performance.
• Advances the strategic financial plan and makes recommendations to senior management on how to best execute the department’s plan.
• Formulates department policies and guidelines to carry out the University and department mission. Oversees the review, approval and reporting of all expenditures.
• Reviews and approves financial transactions.
• Creates and manages support systems to ensure availability of cost effective supplies, equipment, and management information.

Monitors contractual obligations and ensures consistency with departmental budget, goals, and programmatic initiatives.

Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.

Ensures employees are trained on controls within the function and on University policy and procedures.

Department Specific Functions

Call Center Operations

• Oversee and manage the outreach division of the contact center, including ambulatory referral management, imaging orders, MyChart patient inbaskets, and appointment request forms from the UHealth website, SMS texting technology.
• Provide financial analysis and strategic planning. Manage budgetary controls in partnership with various levels of management.
• Evaluate and implement process improvements to enhance operational efficiency and patient experience.
• Continuously lead human resources efforts and implementation for optimal staffing model, including hiring, terminations, salary administration, and performance evaluations.

Recruit, train, and coordinate with workforce leadership to create performance reports for staff.

• Provides leadership input for program and service development - promoting the collaboration between all services to meet staffing, patient satisfaction, quality metrics through a team-first and multi-disciplinary approach.
• Work closely with executive leadership, service line administrators, and physicians to optimize resource utilization and patient throughput.
• Monitor and report on key performance indicators related to contact center operations and patient access services.
• Maintain current knowledge of emerging best practices on contact center management, capacity management, technology and other strategies to optimize patient access on a national level.
• Application Support & Project Management Create and lead a team of application analysts that support the creation and maintenance of scheduling tools such as Epic Scheduling Decision Tree for the enterprise.

Documents and revises technical and operational standards, functionality, workflow and other system requirements. In partnership with Operations and IT, provides analysis, testing, documentation, problem resolution and implementation of solutions as they apply to scheduling, referrals, or patient communication within the enterprise.

Plan project implementation strategy including pilot projects, transition strategies, and full-scale implementation.

CORE QUALIFICATIONS

Bachelor’s degree in relevant field

Minimum 4 years of relevant experience

Knowledge, Skills and Attitudes :

• Ability to communicate effectively in both oral and written form.
• Ability to maintain effective interpersonal relationships.
• Ability to manage a budget and work within the constraints of that budget.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to effectively plan, delegate and / or supervise the work of others.
• Proficiency in computer software (i.e., Microsoft Office)

LI-EL1

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine.

As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year.

Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination.

Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females / Minorities / Protected Veterans / Individuals with Disabilities are encouraged to apply.

Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click for additional information.

Job Status : Full time

Full time

Employee Type : Staff

Staff

Pay Grade :