Contact Center Associate 3 (H)

University of Miami; Florida; Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical and dental benefits

Tuition remission

Job summary

University of Miami Health System seeks a Contact Center Associate 3 to lead a team, manage scheduling via EPIC, and ensure accurate patient registration and communication with physicians. This remote role supports patient access and triage across multiple sites.

Ideal candidates have a strong background in customer service, 3+ years of experience, and ability to handle confidential information with discretion. The role emphasizes teamwork, professionalism, and efficient service delivery.

Qualifications

• High School diploma or equivalent.
• Minimum 3 years of relevant experience.
• Ability to lead, coach and train others; handle confidential information.

Responsibilities

• Serve as team lead and escalation point for agents and customers.
• Ensure schedules and staffing are followed; assist supervisor with daily duties.
• Monitor calls for quality, etiquette, accuracy, and triage/scheduling.
• Deliver high levels of patient service and accurate documentation.

Skills

Team leadership

Customer service

Communication

Staff coaching

Problem solving

Education

High School diploma or equivalent

Tools

EPIC scheduling

Microsoft Office

Job description

## Contact Center Associate 3 (H)Apply: Remote: Medley, FL: Full time: Posted Yesterday: R100100805**Current Employees:**If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet.The University of Miami/UHealth Department of UHealth Connect has an exciting Full Time opportunity for a Contact Center Associate 3 position to work remotely.**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:*****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 equivalentMinimum 3 years of relevant experienceGeneral 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.**** 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.The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.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 is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.**Job Status:**Full time**Employee Type:**Staff