Director, Contact Center

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CORE JOB SUMMARY
The Director Contact Center plans and executes all Call Center operations. The Director Contact Center manages staff and develops processes to ensure continuous improvement in the delivery and quality of services. The Director Contact Center executes the vision for the operation and is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The incumbent manages the performance metrics which include call efficiency low average speed of answer low abandonment rate high staff utilization high adherence and occupancy metrics.

CORE JOB FUNCTIONS
1. Oversees activities related to scheduling new patient appointments including scheduling and registration of appointments proper data entry of all insurance classifications coverages and guarantor information and attainment of accurate financial and referral information at the time of scheduling.
2. Establishes and defines the departments overarching customer experience strategy while providing managerial oversight of the initiative.
3. Educates instills and motivates broad cultural change across the organization to consistently improve the customer experience by putting the customer first.
4. Designs and establishes consistency across all channels of customer interaction while working across functional boundaries influencing and obtaining agreements on how to deliver the greatest value to the customer.
5. Builds a high-performing leadership team by coaching developing and establishing clear roles direction responsibilities and performance requirements for the leadership team.
6. Develops improvement initiatives to drive innovation and change in the operation of the call center.
7. Performs cost-benefit analysis and identifies cost efficiencies and savings opportunities.
8. Learns and develops best practices to improve customer service management/supervisory procedures & associate experience
9. Builds and manages Training and Quality Improvement processes to identify and act upon ways to improve work processes enhance quality productivity and service levels
10. Ensures adequate staffing with appropriate training in the department by implementing a training program and conducting regular staffing analysis base on productivity and volume of visits due to expansion and/or new providers
11. Collects department statistics and performance improvement data; designs develops and maintains weekly departments management reports in order to track and trend daily and cumulative statistics and productivity measures and standards.
12. Assumes overall responsibility (directly or through delegation to other staff members) for personnel management of the Department including hiring orienting training scheduling coaching counseling disciplining evaluating promoting and terminating employees.
13. Investigates inquiries made by Faculty Administration Department Director and Manager and provide prompt feedback identifying the root cause and action plan to prevent similar errors for occurring again
14. Creates and maintain a positive motivational work environment; ensures team members are adequately equipped to perform their duties and responsibilities Provides team members with opportunities for career development and learning opportunities; proactively manages turnover issues.
15. 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.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS
Education:
Bachelors degree in relevant field required

Experience:
Minimum 7 years of relevant experience required

Certification and Licensing:
Refer to department description for applicable certification requirements

Knowledge Skills and Abilities:

• Strategic Alignment: Skilled in aligning departmental goals with enterprise-wide strategy and develops comprehensive strategic plans.
• Financial Management: Ensures fiscal responsibility and optimization of financial performance.
• Resource Management: Ability to allocate resources and drive innovation and growth.
• Adaptability: Proven ability to adjust to changes and leads/inspires transformational change.
• Team Leadership: Ability to build and lead high-performing teams manage complex projects and ensure successful project delivery.
• Technology & Analytics: Understanding of technology data analytics and performance measurement to drive strategic decisions and identify opportunities.
• Communication: Ability to influence others articulate strategic vision and ensure clear and persuasive communication.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge skills and abilities required for the job.

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 Floridas 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. Were the challenge youve been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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