Sr. Manager, Business Operations (Contact Center)
Core Responsibilities
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.
Oversee and manage the application analysts for the creation and maintenance of scheduling tools such as Epic scheduling decision tree for the enterprise.
budgetary controls in partnership with various levels of management.
Implement process improvements to enhance operational efficiency and patient experience.
Implement department human resources actions, including hiring, terminations, salary administration, and performance evaluations.
Recruit, train, and prepare performance reports for staff.
Ensure compliance with internal controls, University policies, and external regulatory requirements.
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.
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).
Benefits
The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.