Executive Director, Contact Center & Access Transformation

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The University of Miami/UHealth has an exciting opportunity for an Executive Director, Contact Center & Access Transformation. The Executive Director, Contact Center & Access Transformation leads the portfolio of contact center operations, enterprise platforms, and digital front door initiatives that support patient access, service delivery, and overall operational performance. This role serves as the business owner for key systems, including Epic and NICE/InContact, and partners closely with IT to ensure technology solutions translate into efficient, scalable workflows. The Executive Director is responsible for driving access transformation efforts, including AI-enabled solutions and digital capabilities, to optimize scheduling, enhance operational performance, and support growth across the ambulatory and contact center environment, with a focus on creating a more seamless and frictionless patient experience.

Core Job Functions:

1. Directs contact center operational and strategic initiatives and associated workflows to improve access, service quality, efficiency, and overall performance. Establishes operational standards, key performance indicators (KPIs), and monitoring processes to drive continuous improvement.

2. Serves as the business owner for enterprise platforms including Epic (access and scheduling workflows), NICE/InContact, and telephony systems. Partners with IT to manage system upgrades, releases, and enhancements, ensuring alignment with operational needs and minimal disruption.

3. Drives the optimization and adoption of technology platforms to ensure effective utilization and return on investment. Identifies opportunities to improve workflows, eliminate inefficiencies, and enhance system performance across the contact center and ambulatory environment.

4. Partners with marketing on digital front door transformation initiatives aligned with organizational priorities, including the evaluation, implementation, and scaling of AI-enabled solutions. Oversees vendor selection, onboarding, and governance for digital and technology solutions.

5. Establishes and manages a centralized portfolio of projects and initiatives, including intake, prioritization, execution, and performance tracking. Ensures visibility into project status and outcomes and aligns initiatives with operational goals and business impact.

6. Utilizes process improvement methodologies to analyze, redesign, and optimize workflows across contact center and access functions. Engages cross-functional stakeholders to identify opportunities and implement sustainable process improvements.

7. Leads change management efforts to support adoption of new technologies, workflows, and operational models. Develops communication strategies, training plans, and stakeholder engagement approaches to ensure successful implementation.

8. Builds, develops, and leads a high-performing team, including managers, analysts, and project management resources. Establishes goals, provides coaching, and develops capabilities in operational excellence, platform optimization, and digital transformation.

9. Collaborates with operational, clinical, and IT leaders to translate business needs into technology-enabled solutions. Acts as a liaison to ensure alignment across stakeholders and drive effective execution of initiatives.

10. Supports organizational growth and transformation initiatives, including the integration and optimization of new functions and teams. Ensures that transitions are structured to improve efficiency, performance, and scalability rather than replicate existing processes.

11. Evaluates industry trends, emerging technologies, and best practices to identify opportunities for innovation within contact center and access operations.

12. Recommends and implements solutions that enhance service delivery and operational performance.

13. Manages vendor relationships and oversees performance of external partners to ensure service levels, deliverables, and outcomes meet organizational expectations.

14. 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:
Education:
Bachelor's degree in relevant field required

Experience:
Minimum 10 years of relevant experience required

Any appropriate combination of relevant education, experience and/or certifications may be considered.

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