Specialty Access Center Manager
Apply NowCompany: University of Minnesota
Location: Minneapolis, MN 55407
Description:
Why M Physicians?
The Specialty Access Center (SAC) is an inbound, fast-paced, high volume center with an average of 6,000 calls per day. The SAC supports multiple Adult and Pediatric Specialties, which include Cardiology, Dermatology, ENT, Med-Surg, Neuroscience, Oncology, Ophthalmology, Primary Care, Pulmonology, Solid Organ Transplant, Urology, Women's Health and so many more! As the first point of contact, the SAC provides essential support in connecting patients with the care they need.
The Specialty Access Center Manager requires a strong understanding of contact center operations and their connection to partner departments, along with the ability to develop and execute strategic plans for the assigned functional area. This position will actively manage the department's support functions and daily operations, ensuring excellent customer service through a culture of helpfulness, professionalism, and responsiveness to all callers, including patients and customers. A solid grasp of contact center telephony is essential, as the role involves working within a defined team to identify, escalate, and resolve technical or service-related issues.
In addition to operational oversight, this role includes collaboratively managing and developing staff to meet organizational goals. The individual will lead training and quality improvement initiatives, identifying areas for development and implementing strategies to enhance performance.
What you will do as a Specialty Access Center Manager:
What you will need:
Location: At this time, this position is working remote. (MN residents only)
Hours: 1.0 FTE (Monday-Friday)
Benefits: This is a fully benefit eligible position: Competitive wages, Healthcare (including vision & dental), 401K, parking & tuition assistance and more!
Compensation:
68,848.00 - 99,820.00 USD Annual
At M Physicians we believe in pay transparency and equity. The compensation for each position is based on experience, skills, qualifications, and other role-specific considerations. Our total compensation is designed to support your well-being, career growth, and work-life balance.
University of Minnesota Physicians (M Physicians), a non-profit organization headquartered in Minneapolis, seeks motivated individuals for both clinical and non-clinical roles to drive innovation in health and medicine. Our inclusive culture offers competitive salaries, excellent benefits, and the opportunity for career development in the exciting field of health care to over 1,200 physicians, 300 advanced practice providers, and 2,200 health professionals and staff across Minnesota and beyond.
Join us on a mission to advance medicine.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
The Specialty Access Center (SAC) is an inbound, fast-paced, high volume center with an average of 6,000 calls per day. The SAC supports multiple Adult and Pediatric Specialties, which include Cardiology, Dermatology, ENT, Med-Surg, Neuroscience, Oncology, Ophthalmology, Primary Care, Pulmonology, Solid Organ Transplant, Urology, Women's Health and so many more! As the first point of contact, the SAC provides essential support in connecting patients with the care they need.
The Specialty Access Center Manager requires a strong understanding of contact center operations and their connection to partner departments, along with the ability to develop and execute strategic plans for the assigned functional area. This position will actively manage the department's support functions and daily operations, ensuring excellent customer service through a culture of helpfulness, professionalism, and responsiveness to all callers, including patients and customers. A solid grasp of contact center telephony is essential, as the role involves working within a defined team to identify, escalate, and resolve technical or service-related issues.
In addition to operational oversight, this role includes collaboratively managing and developing staff to meet organizational goals. The individual will lead training and quality improvement initiatives, identifying areas for development and implementing strategies to enhance performance.
What you will do as a Specialty Access Center Manager:
- Develops and maintains relationships with key business unit leaders
- Monitors and responds to performance reporting on established service levels and key performance indicators to ensure business strategies, goals, and objectives are met
- Supports the organizational strategic vision for the contact center including the full continuum of customer services as well as innovative technology solutions
- Monitors operations and efficiency of area of responsibility from a performance, resource perspective to achieve timely execution of objectives and strategies
- Develop, implement and execute annual plan for department functions
- Develop and maintain system-wide support and quality program for areas of accountability
What you will need:
- Bachelor's Degree or four years of experience in an applicable field may substitute for a Bachelor's Degree
- 4 years combined healthcare (clinic or hospital) experience or relatable fields and/or Call Center experience
- 3 years progressive leadership experience
- Excellent customer service and communication skills
- Strong data analysis and analytical skills, with a focus on decision making based on data driven outcomes
Location: At this time, this position is working remote. (MN residents only)
Hours: 1.0 FTE (Monday-Friday)
Benefits: This is a fully benefit eligible position: Competitive wages, Healthcare (including vision & dental), 401K, parking & tuition assistance and more!
Compensation:
68,848.00 - 99,820.00 USD Annual
At M Physicians we believe in pay transparency and equity. The compensation for each position is based on experience, skills, qualifications, and other role-specific considerations. Our total compensation is designed to support your well-being, career growth, and work-life balance.
University of Minnesota Physicians (M Physicians), a non-profit organization headquartered in Minneapolis, seeks motivated individuals for both clinical and non-clinical roles to drive innovation in health and medicine. Our inclusive culture offers competitive salaries, excellent benefits, and the opportunity for career development in the exciting field of health care to over 1,200 physicians, 300 advanced practice providers, and 2,200 health professionals and staff across Minnesota and beyond.
Join us on a mission to advance medicine.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.