200 UM Corp (Enterprise)

Compensation

Full Description

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. 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 department’s 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: Bachelor’s 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 Florida's 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. We're the challenge you've 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: Full time Employee Type: Staff The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe. The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.