Job Description

Job Title: Senior Manager Consumer Contact Center
Job ID: 739725
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Department: Rev Cyc Contact Ctr
Location: 2 Hot Metal Street, Pittsburgh PA 15203


Job Summary:

UPMC is hiring a Senior Manager Consumer Contact Center to provide direction, planning and creative solutions for the day to day operations of the Contact Center!  This role will focus on aspects of the patient-centered revenue cycle for the entire UPMC Health Services Division.  In addition to leading a world class, consumer-centric culture that is aligning UPMC core values and focusing on sound business practices as well as patient-centered care to create the ideal patient experience.  The candidate will work closely with all UPMC business units to maintain the highest levels of quality for patient and physician satisfaction along with revenue maximization.  This will be done in a manner that complies with standards established by UPMC and outside regulatory and accreditation agencies.

Do you have prior supervisor or management experience within a Call Center?  If so, this is the job for you!  Apply online today!

  • Administer all continuing education programs around revenue cycle and consumer service skills for all contact center staff.
  • Administer all revenue cycle policy within the central contact center.
  • Assess and respond to organizational and patient needs with innovative programs to ensure timely access and seamless patient flow throughout all business units.
  • Direct and support daily staff functions in all areas related to the UPMC Contact Center.
  • Establish and implement processes, thresholds and productivity benchmarks, with successful outcomes for key contact center KPI's.
  • Implement consumer-centric revenue cycle workflow, standardization and simplification.
  • Partner with all Department Managers, Division and Executive Administrators to provide a consistent and effective scheduling process.
  • Performs duties and job responsibilities in a manner which promotes the core values of UPMC (Quality and Safety; Dignity and Respect; Caring and Listening; Excellence and Innovation; Responsibility and Integrity) in all consumer and UPMC interactions.


  • Bachelors degree and three years of relevant experience, OR High School and five years of relevant experience required. 
  • Previous supervisory or management experience required.  
  • Thorough knowledge of third-party payer billing requirements, reimbursement practices and regulatory requirements in both a provider and facility setting. 
  • Must demonstrate strong interpersonal and communication skills, both written and oral, and the ability to effectively problem solve. 
  • This individual must be highly agile, demonstrate critical thinking skills and able to function in a high-pressure environment with very little direct supervision.

Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $30.89 to $52.76

Union Position: No

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