Why Shriners Children’s?

Shriners Children's is the premier pediatric burn, orthopedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties healthcare system. With multiple hospitals, outpatient clinics, ambulatory care centers and outreach locations across the globe, we provide excellent care to children up to age 18 regardless of their family’s ability to pay or insurance status. Our mission is to change and improve lives by caring for our patients, conducting research to gain knowledge and develop new treatments, and providing educational opportunities for physicians and other healthcare professionals.

• Ranked top Midsized Employer by Forbes and Statistica Inc. (2025)
• 4 locations ranked on S. News & World Report’s list of Best Children’s Hospitals for pediatric orthopedics (2025-2026)
• Winner of 4 Press Ganey Guardian of Excellence Awards and 4 Pinnacle of Excellence Awards for Inpatient Pediatric and Medical Practice Patient Experience (2025)
• $20 million in annual funding for innovative research in genomics, clinical motional analysis, and other forms of translational research.

Benefits

• Medical, Dental, and Vision Insurance: Health Savings Account (HSA) and Flexible Spending Account (FSA) options available
• 403(b) Retirement Savings Plan with generous employer match
• Public Service Loan Forgiveness (PSLF) eligibility
• Tuition Reimbursement
• Basic Life/AD&D and Short-Term Disability Insurance provided at no cost
• Paid Time Off (PTO) and Extended Illness Bank (EIB)
• Voluntary Benefits: Long Term Disability Insurance, Critical Illness/Accident Insurance, hospital indemnity coverage, identity theft protection, and more.

All employees are eligible to receive medical, vision and dental coverage starting on their first day. Other benefit elections may vary based on eligibility and location.

The Regional Contact Center Manager is a dynamic leader responsible for overseeing the daily operations and performance across multiple contact centers within the region. This role ensures that all service, quality, and productivity standards are met while promoting an exceptional patient and family experience. The manager leads teams of supervisors and agents to drive operational excellence, efficiency, and engagement across the front door of the assigned region. This manager will partner closely with regional and local administrators, physician practice managers, and clinical leadership to standardize access processes and achieve performance and service excellence goals. This role provides regional accountability for core operational pillars including patient access throughput and KPI execution in line with Shriners Children’s mission and goals.

This is a full-time, full benefits eligible position with a pay range of $96,760 to $145,140 determined by years of relevant experience and departmental equity.

• Oversee the day-to-day operations of multiple contact centers within the assigned region to ensure service level goals, quality standards, and operational metrics are achieved.
• Monitor KPIs such as call volume, handle time, service levels, first-call resolution, and customer satisfaction.
• Collaborate with the Quality Assurance and Training Manager to implement strategies that improve efficiency, reduce wait times, enhance patient experience, and standardize training across all sites.
• Ensure all demographic and insurance information is entered accurately to support clean claim submission.
• Partner with billing and authorization teams to proactively resolve potential claim issues before service is rendered.
• Partner with the Workforce Management Analyst to align workforce planning, scheduling, and resource allocation with regional demand.
• Work with access leadership to forecast staffing, budget needs, and regional growth opportunities.
• Develop regional action plans aligned with corporate goals and KPIs.
• Support the implementation of new initiatives, technologies, or policy changes.
• Partner with IT to optimize systems, tools, and call routing.
• Prepare and present executive-level reporting with insights on trends, risks, and recommendations.
• Standardize workflows and best practices in partnership with operational leaders.
• Drive continuous improvement through policy updates, process redesigns, and technology adoption.
• Lead, coach, and mentor contact center supervisors and Patient Access Representatives.
• Establish clear performance expectations and accountability measures.
• Conduct regular performance reviews, goal-setting sessions, and succession planning.
• Foster a culture of teamwork, service excellence, and professional growth.

Education

• Bachelor's degree required
• Master's of Health Administration (MHA) or Master's of Businses Administration (MBA) preferred

Certifications

• Lean Six Sigma Certification preferred
• Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or other project management certification preferred

Experience

• 3 years of leadership experience within a healthcare, contact center or call center
• Previous experience with leading multi-site or regional contact center operations highly preferred

Additional Knowledge and Skills

• Epic experience required; equivalent EHR experience will be considered.

• Proficient in Microsoft 365 applications, including Excel, PowerPoint, Word, and Outlook.

• Experience with contact center platforms such as Cisco, Invoca, Calabrio, or similar systems.

• Strong leadership capabilities with demonstrated people management experience.

• In-depth understanding of contact center KPIs and physician practice operational workflows.

• Ability to influence, collaborate, and build relationships across all levels of the organization.

• Excellent analytical, organizational, and written/verbal communication skills.