Contact Center Associate 3 (H)

University of Miami; Medley (FL); Hybrid; USD 48,000 - 60,000; Full time

Job summary

University of Miami UHealth Connect is seeking a Contact Center Associate 3 (H) to lead a team and ensure compliant, high‑quality patient service. You will coach staff, manage schedules, and assist with escalation, scheduling via EPIC, and data accuracy.

The role requires strong communication, problem solving, and the ability to handle confidential information in a fast‑paced environment; remote option within Medley, FL may be available for qualified candidates.

Qualifications

• High school diploma or equivalent required with strong communication skills.
• Experience leading teams and coaching staff is preferred.
• Ability to handle confidential information with discretion and accuracy.

Responsibilities

• Serve as team lead and escalation point for agents and customers.
• Ensure proper scheduling and timely, knowledgeable call responses.
• Monitor calls for quality and accurate patient registration and triage.
• Support process improvements and cross-service coordination.

Skills

Team leadership

Coaching

Communication

Problem solving

Attention to detail

Confidential handling

Time management

Education

High School diploma or equivalent

Job description

## Contact Center Associate 3 (H)Apply: Remote: Medley, FL: Full time: Posted Today: R100101494**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:*** 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 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.****#LI-EL1*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.