Contact Center Quality Analyst 1 (H)

University of Miami; United States; Remote; USD 40,000 - 62,000; Full time

Job summary

The University of Miami/UHealth Connect invites applications for a Full Time Contact Center Quality Analyst 1 in Medley. The analyst will monitor calls across scheduling, registration, paging, and patient accounts to ensure quality and clinical accuracy.

Responsibilities include providing feedback, supporting managers, preparing KPI dashboards, and assisting in training new agents during peak times while maintaining high service standards across diverse patient populations.

Qualifications

• High School diploma or equivalent.
• Minimum 1 year of relevant experience.
• Ability to communicate effectively in written and verbal form.
• Bi-lingual knowledge a plus.
• Ability to communicate effectively with physicians and professional staff.
• Ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.

Responsibilities

• Monitors agent calls for quality assurance across Scheduling & Registration QA, Contact Center QA, and Patient Accounts QA.
• Provides objective feedback and supports managers in identifying strengths and opportunities for each agent.
• Completes weekly Agent Scorecards with KPI metrics and QA results.
• Assists in training and coaching new agents on role-specific requirements and skills.
• Provides operational support for appointment scheduling, registration, paging, and patient account calls during peak periods.
• Adheres to University policies and safeguards University assets.

Skills

Communication

Bilingual

Patient service

Education

High School diploma or equivalent

Job description

The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a Full Time Contact Center Quality Analyst 1 to work in Medley.

Core Responsibilities

• Scheduling & Registration QA: Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
• Contact Center QA: Monitors agent calls for quality assurance, including telephone etiquette, paging request completeness and accuracy, and appropriate documentation.
• Patient Accounts Customer Service QA: Monitors agent calls for quality assurance, including telephone etiquette, and patient account inquiries and documentation.
• Supports the managers and supervisors in identifying strengths and opportunities for each agent, providing objective feedback in quality assurance documentation.
• Completes weekly Agent Scorecards which include Key Performance Indicator (KPI) metrics and Quality Assurance (QA) monitoring results.
• Assists in training and coaching new agents in requirements and skills specific to their roles.
• Provides operational support handling appointment scheduling and registration calls, on-call paging calls, and patient account customer service calls during peak call traffic periods.
• Adheres to University and unit-level policies and procedures and Safeguards University assets.
• 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 1 year of relevant experience
• Has broad and deep knowledge of all areas as well as related areas.
• Demonstrates sustained high level of proficiency in all aspects of the job.
• Ability to communicate effectively in written and verbal form.
• Bi-lingual knowledge a plus.
• Ability to communicate effectively with physicians and professional staff.
• Ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.
• Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each patient’s specific needs.
• Maintain a high level of diplomacy when dealing with stressful situations.
• Any appropriate combination of relevant education, experience and/or certifications may be considered.

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.

Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year.

UHealth has also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.

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

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.

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.

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.