Contact Center Manager

Under the leadership of the Director of Operations for the Patient Contact Center (PCC), the Contact Center Manager coordinates operational aspects of the supported practice lines. This role provides patient and agent support, visionary leadership, and maximizes service delivery, patient support, staff engagement, process improvement, and financial performance. The manager partners with the PCC leadership team and ambulatory partners to cultivate a patient-forward practice culture responsive to the healthcare environment and ambulatory direction for UC Davis Health. This position supports the Specialty and/or Ancillary Services team within the Patient Contact Center.

Responsibilities

• Practice Administration (20%): Oversee daily call center operations, work queue, and patient demand management.
• Personnel Administration (30%): Provide leadership for contact center staffing, including developing position descriptions, recruiting, interviewing, selecting, training, evaluating, and disciplining staff.
• Practice Management (25%): Ensure compliance with federal, state, local, and internal policies and regulations while leading in alignment with UC Davis Health’s divisional partnership and performance standards.
• Service Line Development and Clinic Redesign (15%): Partner with clinical care teams, case management, and ambulatory leadership to support efficient patient appointing, work-managed processes, service excellence, and compassionate patient experiences.
• Fiscal Management (10%): Apply business and management principles, budget control, accounting, and contract administration in a healthcare environment.

Requirements

• Bachelor's degree in a related area and/or equivalent experience/training.
• Experience in management and administration of a community-based primary care practice, hospital-based primary care practice, or hospital-based specialty care practice, including managing operations for multi-site practice groups and multi-disciplinary medical specialties.
• Experience in healthcare contracting, including knowledge of HMO, PPO, and capitated risk plan contracts as they relate to physicians and practices.
• Prior experience with practice acquisitions, network building for managed care or integrated delivery systems, and demonstrated ability to work with physicians as a representative of a larger healthcare system.
• Analytical skills to understand complex medical, administrative, and fiscal information and make timely decisions.
• Planning skills to analyze program goals, project short- and long-term needs, and secure funding or revenues.
• Strong organizational skills to prioritize workloads and meet deadlines.
• Knowledge of business and management principles, budgeting, accounting, and contract administration in a healthcare environment.
• Ability to work effectively and independently under pressure with minimal direction.
• Knowledge of or ability to learn UC Davis Health’s budgeting process, management reports, accounting, purchasing, and patient billing systems.
• Excellent interpersonal, communication, leadership, and personnel management skills.
• Ability to exercise authority, direct and motivate staff, and implement innovative solutions.
• Understanding of academic teaching and research requirements in a clinical setting and ability to reconcile potential conflicts.
• Knowledge of personal/mainframe computers, software tools (word processing, spreadsheets, databases), clinical information systems, electronic medical records, and billing systems.
• Knowledge of regulations pertaining to healthcare services reimbursement and ability to learn UC Davis Health’s TSI and Decision Line information management systems.
• Ability to handle highly confidential matters with tact and diplomacy.
• Strong written and verbal communication skills to express ideas clearly and concisely.
• Flexibility to maintain program continuity while considering individual staff needs.
• Problem-solving and critical thinking skills to address staffing, scheduling, and task allocation issues.
• Broad understanding of healthcare issues and their application to clinical settings.
• Knowledge of applicable union contracts and staff personnel policies and procedures.

Preferred Qualifications

• Master’s degree in health administration or business field.
• Minimum of 3-5 years of experience managing in a contact center healthcare or customer-centric service environment.

About the Department

The Patient Contact Center is a call center environment responsible for patient engagement, scheduling, customer service, service support, and access optimization. It serves as the "front door" of patient access for UC Davis Health’s ambulatory division. The department is expanding its centralized service support and partners with various departments across UC Davis Health. Key responsibilities include overseeing daily call center operations, managing work queues and patient demand, ensuring quality and performance outcomes, and leading program planning and change communication. The Contact Center Manager collaborates closely with clinical care teams, case management, and ambulatory leadership to support efficient patient appointing, service excellence, and compassionate patient experiences.

Pay

Monthly salary range: $8,775.00 - $17,375.00.

Schedule

• Full-time (100%) position.
• Shift: 8:00 AM – 5:00 PM.
• Location: Patient Contact Center (HSP166), 100% on-site.

Benefits

• High-quality, low-cost medical plans for employees and their families.
• UC-paid dental and vision coverage for employees and their families.
• Retirement plans, including pension and other retirement savings options.
• Supplemental insurance options: life, short/long-term disability, pet insurance, legal coverage, accident, critical illness, and hospital indemnity.
• Pregnancy and parental leave, family & medical leave, adoption assistance, and pay for family care and bonding.
• Lactation support program and family care discounts.
• Employee Assistance Program with free mental health services.
• Paid holidays, vacation, and sick time as outlined in UC policies or collective bargaining agreements.
• Continuing Education (CE) allowance and staff education reimbursement program.
• Access to free professional development courses and learning opportunities.
• Public Service Loan Forgiveness (PSLF) qualification and student loan debt counseling program.

Physical and Mental Demands

• Physical:
  • Standing: Occasional (up to 3 hours).
  • Walking: Occasional (up to 3 hours).
  • Sitting: Frequent (3 to 6 hours).
  • Lifting/Carrying: Occasional (0-25 lbs, up to 3 hours).
  • Pushing/Pulling: Occasional (0-25 lbs, up to 3 hours).
  • Bending/Stooping: Occasional (up to 3 hours).
  • Squatting/Kneeling: Occasional (up to 3 hours).
  • Twisting: Occasional (up to 3 hours).
  • Reaching overhead: Occasional (up to 3 hours).
  • Keyboard use/repetitive motion: Frequent (3 to 6 hours).
• Mental:
  • Sustained attention and concentration: Frequent (3 to 6 hours).
  • Complex problem-solving/reasoning: Occasional (up to 3 hours).
  • Ability to organize and prioritize: Frequent (3 to 6 hours).
  • Communication skills: Frequent (3 to 6 hours).
  • Numerical skills: Occasional (up to 3 hours).
  • Constant interaction: Frequent (3 to 6 hours).
  • Customer/patient contact: Frequent (3 to 6 hours).
  • Multiple concurrent tasks: Frequent (3 to 6 hours).