Contact Center Manager

#CA-SS

Under the leadership of the Director of Operations for the Patient Contact Center (PCC), the Contact Center Manager is responsible for coordinating operational aspects of the practice lines they are supporting. The contact center manager is expected to provide patient and agent support and service, along with visionary leadership in order to maximize the effectiveness of service delivery, patient support, staff engagement, process improvement, and financial performance. The contact center manager partners with the PCC leadership team and ambulatory partners to cultivate a patient-forward practice culture responsive to our health care environment, and ambulatory direction for UC Davis health.

A cover letter is highly encouraged for this position.

Apply By Date June 13, 2025 by 11:59PM

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Bachelor's degree in related area and / or equivalent experience / training.
• Experience in management and administration of a community-based primary care practice, and/or a hospital-based primary care practice, and/or a hospital-based specialty care practice. This includes experience in managing operations relating to multiple-site practice groups and multi-disciplinary medical specialties.
• Experience in various aspects of health care contracting.
• Prior experience and knowledge regarding practice acquisitions, network building for either managed care or integrated delivery systems, and demonstrated ability to work with physicians as the representative of a larger health care system.
• Knowledge of reasons, structure and basic requirements of HMO, PPO and capitated risk plan contracts as they relate to physicians and practices. Ability to understand contracting systems and gather and analyze contract performance criteria.
• Ability to integrate the understanding of the Health System's mission, commitments and projects within a service-oriented health care environment. Ability to incorporate knowledge of Joint Commission and Title 22 rules and regulations to assure that clinic programs and operations are in compliance.
• Analytical skills to effectively understand large amounts of complex medical, administrative and fiscal information, and ability to absorb such information to make timely and thoughtful decisions.
• Planning skills to analyze program goals and objectives given the current and potential health care trends, to make accurate short- and long-term projections to establish program needs and resource requirements; and to secure potential sources of funds and revenues to meet those requirements.
• Excellent organizational skills to determine workload priorities to enable timely completion of tasks. Ability to work effectively and independently under pressure with a minimum of direction.
• Knowledge of business and management principles, and of budget control and accounting principles, including capital budgeting, cost accounting, professional and patient billing, contract administration; and ability to apply these principles of a health care environment. Knowledge of or ability to learn the UCDHS budgeting process, management reports, accounting, purchasing and patient billing systems.
• Excellent interpersonal and communication skills. Ability to express ideas assertively, clearly and concisely both orally and in writing. Ability to exercise tact and diplomacy in dealing with others to secure necessary information and cooperation from a variety of people.
• Strong leadership and management skills to provide planning, coordination and direction to departmental staff, and to propose innovative solutions to management problems.
• Personnel management skills to include developing position descriptions, recruiting, interviewing, selecting, training, evaluating and disciplining others. Ability to deal with highly confidential office and personnel matters. Knowledge of applicable union contracts and staff personnel policies and procedures.
• Ability to exercise authority and direct and motivate others. Planning, problem-solving and critical thinking skills to anticipate, avert or resolve issues of staffing, scheduling and task allocation. Ability to be flexible to maintain continuity of programs while considering individual staff needs and goals.
• Ability to understand and implement the requirements of providing patient care within a highly regulated and constantly changing environment. Ability to understand health care issues within a broad perspective, and to apply these issues to the clinical setting.
• Ability to understand and respond to academic teaching and research requirements within the educational setting, and to reconcile potential conflicts these requirements may have with clinical activities.
• Knowledge of personal and/or mainframe computers and software tools, including word processing, spreadsheet, database, clinical information systems, electronic medical records, billing systems, and other application packages. Knowledge of or ability to learn the UCDHS TSI and Decision Line information management systems.
• Knowledge of regulations pertaining to health care services reimbursement.

Preferred Qualifications

• Master's degree preferred in a health administration or business field.
• Minimum 3-5 years experience managing in a contact center healthcare or customer centric service environment strongly preferred.

Key Responsibilities

• 20% - PRACTICE ADMINISTRATION
• 30% - PERSONNEL ADMINISTRATION
• 25% - PRACTICE MANAGEMENT
• 15% - SERVICE LINE DEVELOPMENT AND CLINIC REDESIGN
• 10% - FISCAL MANAGEMENT

Department Overview

The Patient Contact Center is responsible for patient engagement, scheduling, customer service, service support, access optimization, for all onboarded and some non-onboarded departments across UC Davis Health.

POSITION INFORMATION

• Salary or Pay Range: $8,283.33 - $16,366.67
• Salary Frequency: Monthly
• Salary Grade: Grade 25
• UC Job Title: AMBUL CARE ADMSTN MGR 1
• UC Job Code: 006472
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): 8am - 5pm
• Location: Patient Contact Center (HSP166)
• Union Representation: 99 - Non-Represented (PPSM)
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)
• This is not an H-1B visa opportunity.

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

All employees have a mandatory responsibility for knowing and complying with the Code of Conduct standards and the Compliance Program. Position may require moving between various locations throughout the UCDH Sacramento Campus; traveling between Primary Care Network locations and the UCDH Sacramento Campus; working overtime and weekends as needed to complete work assignments and projects and attend to the needs of the clinic. References reflect an overall meet or exceeds.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks