The University of Miami Health System (UHealth) is hiring a Supervisor, Contact Center to lead a team of agents responsible for patient access and registration. In this role, you will drive the culture of empathy and service excellence critical to delivering patient-centered care for our community.
What You'll Do
- Supervise daily staff workflows to ensure performance goals for customer satisfaction, quality, and productivity are consistently met.
- Monitor and analyze quantitative service metrics like average speed to answer, abandon rate, and service level.
- Partner with the Quality Assurance team to evaluate quality and patient satisfaction metrics, including call monitoring and registration compliance.
- Coordinate with the Flight Control team to maximize staff productivity and availability.
- Collaborate with internal teams to provide cross-coverage, ensuring UHealth Connect meets customer expectations.
- Assist the Patient Access Manager with planning, organizing, and scheduling for daily call service levels and visit verification volumes.
- Ensure scheduled appointments are accurate and payors meet authorization guidelines for financial clearance.
- Communicate policy changes and business updates to staff on a timely basis and conduct department meetings.
- Supervise, train, and evaluate staff responsible for verification of benefits, obtaining authorization, and insurance registration.
- Administer training programs for new hires and existing staff, refining and scheduling appropriate sessions.
- Use best practices to motivate agents through positive communication and feedback, developing contests and awards.
- Conduct formal performance reviews, including goal-setting, mid-year, and year-end evaluations.
- Establish and assess the effectiveness of internal controls and compliance with University policies.
What We're Looking For
- High School Diploma or equivalent
- Minimum of 4 years of relevant experience
Nice to Have
- Bachelor’s Degree in a relevant field
Technical Stack
- Microsoft Office
Team & Environment
You will be part of the UHealth Connect Contact Center, a team dedicated to teamwork, collaboration, and a core purpose of providing worthwhile work that makes a difference.
Benefits & Compensation
- Medical, dental, tuition remission, and more
Work Mode
This is a fully remote position.
The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.
