Contact Center Associate 3

University of Miami; Town of Florida, Northern (NY, KY); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Competitive salaries

Comprehensive benefits package

Tuition remission

Job summary

University of Miami Health System is seeking a Contact Center Associate 3 to lead and support the staff, ensuring efficient scheduling and accurate patient registration. The role emphasizes courteous service, professional communication with physicians and staff, and adherence to policies and procedures.

The position requires strong leadership, coaching abilities, and discretion when handling confidential information, with a focus on quality and patient satisfaction across services.

Qualifications

• High School diploma or equivalent.
• Minimum 3 years of relevant experience.
• General knowledge of office procedures and operations.
• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to maintain effective interpersonal relationships.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to lead, motivate, develop and train others.
• Ability to process and handle confidential information with discretion.
• Attention to detail in completing assignments.

Responsibilities

• Serves as team lead and/or subject matter expert in support of the Manager and Supervisor.
• Acts as first point of escalation for agents and customers; handling complaints, questions and queries.
• Ensures team members follow their schedules as designed.
• Assists with daily duties and communication to ensure calls are answered timely and knowledgeably.
• Monitors agent calls for quality assurance and accuracy of registration and scheduling.
• Contributes to area/process improvement projects.
• Delivers high levels of patient service and productivity across services.
• Provides SME support to peers as needed.

Skills

Staff leadership

Coaching

Communication

Problem solving

Interpersonal skills

Attention to detail

Discretion with confidential info

Team training

Education

High School diploma or equivalent

Job description

Core Summary

Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures. Assist supervisor with staffing, report reconciliation, coaching process, and other duties as assigned. This position involves the delivery of courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional and timely communications with physicians, medical staff, and administrators. Success in this position requires the ability to utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider within a convenient time frame. This position supports the medical school’s vision, mission, and goals.

Core Responsibilities:

Serves as team lead and/or subject matter expert in support of the Manager and Supervisor. Acts as the first point of escalation process for agents as well as customers; handling complaints, questions and queries as necessary. Ensures that team members follow their schedules properly as designed. Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner. Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling. Ensures a safe and harmonious working environment for all other team members and delegate duties to all team members as needed. Contributes to special or ongoing projects and assignments that are important to area/process improvement. Provides support across all services within their assigned team. Delivers a high level of patient service, with consistent levels of quality and productivity. Supports their team by serving as subject matter expert in support of their peers. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications:

High School diploma or equivalent Minimum 3 years of relevant experience General knowledge of office procedures and operations Ability to communicate effectively in both oral and written form. Ability to handle difficult and stressful situations with professional composure. Ability to maintain effective interpersonal relationships. Ability to recognize, analyze, and solve a variety of problems. Ability to lead, motivate, develop and train others. Ability to process and handle confidential information with discretion. Skill in completing assignments accurately and with attention to detail. Any relevant education, certifications and/or work experience may be considered.

Job Status: Full time Employee Type: Staff

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine.

As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We’re the challenge you’ve been looking for.

• The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.