WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
This position will provide strategic, operational, and administrative leadership for a 24/7/365 essential operations environment. This role oversees multiple supervisors and senior staff responsible for complex communication center workflows and high-volume call center operations. The Manager is accountable for workforce planning, policy development, system oversight, quality assurance, and operational readiness. This role ensures consistent service delivery during all operational periods and may require on-call availability during emergencies.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education
  Bachelor’s Degree in business, Communications, Healthcare Administration, or a related field. or
  High School or equivalent.

• Experience
  4 years of progressive leadership experience in a supervisory or managerial role within a healthcare call center or patient call center environment with Bachelor’s Degree and
  Must have EPIC and SPOK related work experience or
  8 years of progressive leadership experience in a supervisory or managerial role within a healthcare call center or patient call center environment with High School Diploma and
  Must have EPIC and SPOK related work experience.
  Additional years of call center operations experience may be considered in lieu of formal education.

JOB DUTIES

• Leadership, Management & Organizational Development
  • Provides strategic leadership aligned with IR/CTCS goals and TREO principles.
  • Hires, on boards, and develops Supervisors and Senior PCC staff; ensures adherence to training standards and competency expectations.
  • Conducts annual performance evaluations of supervisory staff, provides continuous coaching, identifies development opportunities, and administers disciplinary action and performance improvement plans as needed.
  • Leads team engagement initiatives, collaborative meetings, and supports institutional survey participation.
  • Manage timekeeping accuracy, leave requests, staffing assignments, and ensure coverage alignment with operational needs.
  • Ensures staff compliance with established workflows, triage protocols, quality assurance standards, and customer service expectations.
  • Cultivates a collaborative, goal-oriented team environment focused on problem-solving, conflict resolution, and operational excellence.
• Operational Oversight & Call Center Strategy
  • Provides operational oversight and continuous improvement for communication center teams responsible for:
    • Inbound call responsiveness and contact center operations.
    • Outbound communications
    • Referral intake, documentation, and record-keeping workflows
  • Ensure all teams meet organizational standards for key performance metrics, service levels, and operational efficiency.
  • Deploys workforce planning and scheduling strategies to ensure optimal staffing and appropriate skill mix across all workflows.
  • Identifies gaps and improvement opportunities in operations; partners with stakeholders to streamline processes.
  • Directs operational readiness, resource allocation, and long-range planning to support sustained performance and scalability.
• Data-Driven Performance Management
  • Analyzes call center metrics, operational dashboards, KPIs, and performance trends to guide strategic decision-making.
  • Utilizes data to forecast staffing needs, operational risks, and resource requirements.
  • Provides performance reporting to leadership and uses analytics to drive continuous improvement.
• Technology & Systems Governance
  • Provides oversight for CTCS systems including:
  • EPIC, Spok (e. Notify, Web On-Call, Mobile, Spok Console, Spok Admin, and My Account), ServiceNow, OSCC/OpenScape, Verint WFM, Power BI, SharePoint, clinical communication platforms, and telephony infrastructure.
  • Collaborates with IR and vendors on system enhancements, integrations, troubleshooting, and strategic technology planning.
  • Ensures systems and workflows support reliability, efficiency, and a seamless user experience.
• Quality Assurance & Continuous Improvement
  • Leads the departmental quality assurance program; reviews trend, approves improvement plans, and sets quality benchmarks.
  • Implements process improvement initiatives to enhance service delivery, reduce operational risk, and elevate customer experience.
  • Ensures staff compliance with standardized work, quality metrics, and workflow documentation.
• Emergency Preparedness & Institutional Support
  • Serves as essential personnel for emergency events, operational disruptions, and EOC activations.
  • Supports continuity planning, emergency communication workflows, and institutional drills.
  • Maintains situational awareness and ensures team readiness for surge or crisis operations.
• Customer Service & Stakeholder Collaboration
  • Ensures exemplary customer service and professional communication with internal stakeholders, leadership, and other operational partners.
  • Communicates effectively and respectfully, promoting a culture of service excellence.
  • Fosters cross-team collaboration to support organizational values, problem-solving, and operational efficiency.
  • Promote team building, staff engagement, and continuous learning practices.
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.