Contact Center Associate 3 (H)

University of Miami; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

The University of Miami/UHealth Connect is seeking a Contact Center Associate 3 for a full-time, remote role. You will support a busy health system contact center and provide expert guidance to agents and customers.

The position requires a High School diploma, at least 3 years of relevant experience, excellent written and oral communication, the ability to handle stressful situations, and a commitment to patient service and process improvement.

Qualifications

• Team lead/subject matter expert role in support of Manager and Supervisor.
• First point of escalation for agents and customers; handle complaints, questions and queries.
• Assist team with scheduling, daily duties, and ensuring timely, efficient call handling.
• Monitor calls for quality assurance, etiquette, registration completeness, and triage/scheduling.
• Maintain safe, harmonious work environment and delegate duties as needed.
• Contribute to area/process improvement projects.
• Provide support across all services within the assigned team.
• Deliver a high level of patient service with quality and productivity.
• Support peers as subject matter expert.

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.

Skills

Team leadership

Escalation management

Communication

Problem solving

Discretion

Attention to detail

Interpersonal skills

Staff development

Education

High School diploma or equivalent

Job description

Core Summary

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 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 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. _

• 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