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.

This position will be for the Specialty and/or Ancillary Services team within the Patient Contact Center.

A cover letter is highly encouraged for this position.

Apply By Date August 25, 2026 at 11:59PM; Interviews and recruiting process may occur at any time.

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.
• 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.
• Ability to work effectively and independently under pressure with a minimum of direction.
• Knowledge of or ability to learn the UCDHS budgeting process, management reports, accounting, purchasing and patient billing systems.
• Excellent interpersonal and communication skills.
• 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 exercise authority and direct and motivate others.
• Ability to understand and implement the requirements of providing patient care within a highly regulated and constantly changing environment.
• 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 regulations pertaining to health care services reimbursement.
• Knowledge of or ability to learn the UCDHS TSI and Decision Line information management systems.
• Ability to deal with highly confidential office and personnel matters.
• Ability to exercise tact and diplomacy in dealing with others to secure necessary information and cooperation from a variety of people.
• Ability to express ideas assertively, clearly and concisely both orally and in writing.
• Ability to be flexible to maintain continuity of programs while considering individual staff needs and goals.
• Planning, problem-solving and critical thinking skills to anticipate, avert or resolve issues of staffing, scheduling and task allocation.
• Ability to understand health care issues within a broad perspective, and to apply these issues to the clinical setting.
• Knowledge of applicable union contracts and staff personnel policies and procedures.

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 a call center environment responsible for patient engagement, scheduling, customer service, service support, access optimization and is the 'front door' of patient access for UC Davis Health in the ambulatory division. The department is in a growth trajectory for centralized service support and works as a partner for all centralized, and some non-centralized departments across UC Davis Health.

Key responsibilities include oversight of daily call center operations, work queue, and patient demand management, quality and performance outcomes, and program planning, as well as change communication. The manager partners closely with clinical care teams, case management, and ambulatory leadership to support efficient patient appointing and work managed processes, service excellence, and authentic, compassionate patient experience.

The Contact Center Manager provides operational and administrative leadership for myriad levels of contact center staffing, supporting patient access and care coordination across healthcare clinics and departments. This role ensures daily operations comply with federal, state, local, and internal policies and regulations as well as leading in line with the spirit of UC Davis Health divisional partnership and performance standards.

POSITION INFORMATION

• Salary or Pay Range: $8,775.00 - $17,375.00
• 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 100% on-site

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 by visiting UCnet Benefits Page or Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees.

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for dental and vision coverage for you and your family
• Retirement plans for eligible employees including Pension and other Retirement Saving Plans
• Supplemental insurance offered including additional life, short/long term disability, pet insurance, legal coverage, accident, critical illness and hospital indemnity
• Pregnancy and Parental Leave, Family & Medical Leave, Adoption Assistance and Pay for Family Care and Bonding for eligible employees
• Lactation Support Program and Family Care discounts and resources
• Employee Well-being resources and programming to support thriving in all aspects of employee's lives
• On-site Employee Assistance Program including access to free mental health services
• Generous amount of paid Holidays annually as outlined in the UC Policies or Collective Bargaining Agreements
• Paid Time Off/Vacation/Sick Time as outlined in the UC Policies or Collective Bargaining Agreements
• Continuing Education (CE) allowance and Staff Education Reimbursement Program for eligible employees
• Access to free professional development courses and learning opportunities for personal and professional growth
• Public Service Loan Forgiveness (PSLF) Qualified Employer and Student Loan Debt Counseling Program for eligible employees

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