Senior Manager, Business Operations – Contact Center

About the role

The University of Miami Health System is seeking a senior leader to oversee the Business Operations of its Contact Center. This full‑time position will drive operational efficiency, improve patient experience, and manage a diverse team of analysts and support staff.

Key responsibilities

• Lead the outreach division of the contact center, including ambulatory referral management, imaging orders, MyChart patient in‑baskets, and appointment request forms.
• Supervise application analysts responsible for creating and maintaining scheduling tools such as the Epic scheduling decision tree.
• Manage budgetary controls in partnership with senior leadership.
• Implement process improvements to enhance operational efficiency and patient experience.
• Oversee human‑resources actions including hiring, terminations, salary administration, and performance evaluations.
• Recruit, train, and generate performance reports for staff.
• Ensure compliance with internal controls, university policies, and external regulatory requirements.
• Collaborate 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.

Required profile

• Bachelor’s degree in a relevant field.
• Minimum of 4 years of relevant experience in operations management.
• Strong oral and written communication skills.
• Ability to maintain effective interpersonal relationships.
• Proven capability to manage budgets and operate within financial constraints.
• Experience directing, managing, implementing, and evaluating department operations.
• Effective planning, delegation, and supervision skills.

Required skills

• Proficiency in Microsoft Office.

What we offer

• Competitive salary.
• Comprehensive benefits package including medical, dental, and tuition remission.
• Opportunity to work within a leading academic health system.