About this role
Baptist Health is the region’s largest not-for-profit healthcare organization, with 12 hospitals, over 28,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami-Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 25 years, we’ve been named one of Fortune’s 100 Best Companies to Work For, and in the 2024-2025 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 45 high-performing honors.
What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients’ shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact – because when it comes to caring for people, we’re all in.
Description:
Supervises the day-to-day operations and staff, who work a variety of shifts and schedules to cover department 24/7 throughout the year. Monitors and evaluates CRM and Contact Center Management systems metrics to ensure optimal productivity and service outcomes for Baptist Health International. Addresses all issues and generating data/reports that focus on achieving optimal international patient satisfaction, increase international patient volume and retention while ensuring departmental data integrity and financial viability. Works effectively with other BHSF departments, physicians, insurance companies and/or other external clients and uses various telecommunication system technologies which enhance overall business operations.
Estimated salary range for this position is $55137.29 - $71678.48 / year depending on experience.
Qualifications:
Degrees:
- Bachelors.
Additional Qualifications:
- Masters Preferred.
- Leadership experience supervising teams at a professional level.
- Excellent organizational and time management skills.
- Experience in hospital patient services advocacy and complaint resolution, working with physicians, patient services, and health insurance companies.
- Thorough knowledge of medical terminology and exceptional skills in building effective client relationship, maintaining high levels of customer satisfaction, attention to detail, and strong business acumen.
- Bilingual, fluent in both English and Spanish with excellent oral and written communication skills.
- Strong ability to effectively lead and coach employees as well as communicate statistical, analytical, technical, and productivity concepts to executive team.
- Knowledge of Healthcare regulatory guidelines to include HIPAA, AHCA and Sarbanes-Oxley.
- Experience in CRM and Contact Center Management System.
- Knowledge of departmental budgetary process and ability to support departmental financial goals.
- Ability to work on-call 24/7 to support staff with complex cases or events as well as cover shifts when needed.
- Demonstrated knowledge with Microsoft Office (Excel, Word, PowerPoint, SharePoint and Outlook).
- Prior experience with other internal BHSF systems used a plus.
Minimum Required Experience:
5 Years
EOE, including disability/vets
Other facts
About Baptist Health South Florida
Baptist Health South Florida is the region’s largest not-for-profit healthcare organization with 12 hospitals, more than 29,000 employees, 4,500 physicians, and 200 outpatient centers, urgent care facilities, and physician practices spanning across Miami-Dade, Monroe, Broward, and Palm Beach counties. Baptist Health has internationally renowned institutes in cancer care, heart and vascular care, brain and spine care and orthopedic care. Baptist Health is supported by philanthropy and committed to its faith-based charitable mission of medical excellence.
Our mission, vision, and values make us who we are at Baptist Health and are at the center of everything we do. At Baptist Health, we positively impact the human experience for patients, employees, and physicians. Our success comes from a culture of quality and dedication that is instilled into every member of the Baptist Health family.
This year, and for 25 years, we’ve been named one of Fortune’s 100 Best Companies to Work For, based on employee feedback. We’ve also been recognized as one of America’s Most Innovative Companies and People Magazine included us in its list of Companies That Care. Based on the U.S. News & World Report 2025-2026 Best Hospital Rankings, Baptist Health is the most awarded healthcare system in South Florida, with its hospitals and institutes earning 63 high-performing honors.
But really, the reason we’re excited to come to work is the people.
Working together, we form personal connections with our colleagues that are stronger than most of us have experienced at other jobs. We develop caring relationships with our patients and their families that go beyond just delivering healthcare. After all, we know what it’s like to be in their shoes. Many of us have been patients here and have had family members as patients here. We’re committed to delivering quality care in the most
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What you'll do
- Supervises the day-to-day operations and staff of the department, ensuring optimal productivity and service outcomes. Addresses issues and generates reports focused on international patient satisfaction and departmental data integrity.
Ready to join Baptist Health South Florida?
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