Manager, Contact Center Training

Current Employees:

If you are a current Staff Faculty or Temporary employee at the University of Miami please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position please review this tip sheet.

The University of Miami/UHealth Department of UHealth Connect has an exciting Full Time opportunity for a Manager Contact Center Training position to work remotely.

Core Job Summary

The Manager Contact Center Training leads the development and execution of training programs for UHealthConnect supporting the continued centralization and expansion of patient access services. This role provides strategic direction and ensures alignment of training across enterprise operations including scheduling registration and other patient-facing functions.

The incumbent drives standardized end-to-end training solutions that support key performance metrics and incorporate industry best practices across customer service contact handling Epic EMR NICE CXone Kyruus Health and workforce systems. Training programs are designed to support a fully remote workforce while promoting consistency efficiency and a high-quality patient experience.

This role integrates training with operational workflows and partners with operational leadership and the Quality Management team to develop optimize and sustain training solutions that reinforce standard processes and enable continuous improvement.

Core Responsibilities

• Collaborates with leadership to define and implement training strategies that support the integration and centralization of multiple lines of business within UHealthConnect ensuring alignment with organizational priorities and performance goals.
• Oversees the development execution and continuous improvement of enterprise-wide training programs for scheduling registration and other patient-facing services ensuring consistency across workflows and service lines.
• Leads the design and delivery of training curricula aligned to core systems and technologies including Epic EMR NICE CXone Kyruus Health and workforce management tools ensuring effective adoption and utilization.
• Designs and oversees training programs for a fully remote workforce leveraging virtual facilitation techniques to ensure effective delivery engagement and knowledge retention across distributed teams.
• Develops and implements online self-paced and self-directed training modules including e-learning and simulation-based content to support scalable learning and independent skill development.
• Establishes and maintains scalable training frameworks that support onboarding cross-training and ongoing education promoting workforce flexibility and operational efficiency across multiple service lines.
• Supervises and develops training staff providing leadership coaching and performance management to maintain a high-performing and cohesive training team.
• Partners with operational leadership project teams and subject matter experts to translate workflows system enhancements and business processes into standardized training content and learning solutions.
• Oversees training readiness for system implementations workflow updates and organizational initiatives coordinating virtual training delivery simulations and end-user support to ensure successful adoption.
• Collaborates with the Quality Management (QM) team to incorporate performance insights into training enhancements and ensures training programs reinforce standardized documentation practices and system utilization.
• 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 policies 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
Bachelors degree in relevant field required
Minimum 5 years of relevant experience required

Knowledge Skills and Abilities:

• Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.
• Organizational Development: Ability to implement strategies to improve organizational effectiveness engagement and manage change.
• Financial Oversight: Knowledge of financial operations and management.
• Team Leadership: Ability to create and maintain a cohesive and productive team environment build positive working relationships and work collaboratively with others.
• Technical Proficiency: Skilled in using office software technology and relevant computer applications.
• Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively.

Any relevant education certifications and/or work experience may be considered.

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.

Job Status:

Employee Type: