Manager Contact Center
Core
Manage and lead a contact center team to optimize operations, enhance patient satisfaction, and ensure timely access to healthcare services and patient registration for the University of Miami Health System.
Role type
Senior IC Contact Center Manager
Builds
Contact center operations, patient scheduling, and registration workflows
Domain
Healthcare / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and mentorship, process improvement, data analysis, quality assurance, workforce management, stakeholder collaboration, policy implementation, conflict resolution, strategic planning, operational supervision
Preferred skills
Change management, critical thinking, problem-solving, cross-functional coordination
Technologies
Epic EMR, Kyruus, Nice InContact, CRMs, Microsoft Office
Responsibilities
Lead and coach contact center supervisors and agents to meet productivity and service standards; analyze quantitative metrics (speed to answer, abandon rate, service level) to drive performance improvements; collaborate with Quality Management to monitor adherence and patient satisfaction; coordinate with Workforce Management to optimize staff availability; resolve escalated patient complaints; ensure accurate appointment documentation and financial clearance; communicate policy changes and operational updates to staff; conduct quality assurance reviews and department meetings.
Seniority
Manager, hands-on leadership
