Manager Contact Center

University of Miami; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Professional development

Job summary

The University of Miami/UHealth Department of UHealth Connect seeks a full-time Manager, Contact Center to lead a remote operations team responsible for providing timely access to healthcare services and patient registration. This role oversees supervisors and up to 50 agents per shift, guiding performance, scheduling, and process improvements across specialty areas.

You will analyze service metrics, produce quarterly reports, collaborate with Quality Management and Workforce Management, and

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 4 years of relevant experience in contact center management.
• Experience as change agent, motivator, and influencer.
• Strong communication with staff and stakeholders.

Responsibilities

• Monitors and analyzes quantitative service and productivity metrics (e.g., average speed to answer, abandon rate, service level, appointments scheduled).
• Provides leadership with quarterly reports outlining team’s performance and growth for decision making.
• Collaborates with Quality Management to monitor team quality and patient satisfaction metrics.
• Works with Workforce Management to maximize staff productivity and availability.
• Collaborates with internal teams to ensure cross coverage and meet customer expectations.
• Resolves escalated complaints with Quality Management and stakeholders.
• Ensures accurate documentation of scheduling, payments, and authorization timelines.
• Conducts department-wide meetings and communicates policy changes effectively.
• Prepares reports/presentations and analyzes trends to drive improvements.

Skills

Leadership

Change agent

Communication

Problem solving

Mentoring

Coaching

Data analysis

Education

Bachelor’s degree or equivalent

Tools

Epic EMR

Kyruus

Nice InContact

CRM systems

Job description

The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a full time Manager, Contact Center to work remotely. The individual in this position is part of the UHealthConnect Contact center and as a key member of our Contact Center Operations team, the Manager will support optimal functioning of systems and processes as we work to enhance patient satisfaction, improve patient clinical outcomes through timely appointments and maximize contact center operations for their respective specialty areas. The Contact Center Manager will manage, lead, and inspire contact center staff, and will support their team supervisors through mentorship, coaching and benchmarking. This role is responsible for process improvement and productivity enhancements by using data and feedback from leadership, clinical contacts, and intra-departmental support teams: Physician Logistics, Workforce Management & Quality Management and Training. The individual in this position is responsible for overseeing a team of contact center supervisors and their direct report agents. Teams typically include up to 50 agents per supervisor ratios and the main function of contact center teams is to provide timely access to healthcare services and patient registration for the University of Miami Health System. Success in this position requires the ability to manage, motivate and encourage team members through positive communication and feedback. It also requires strong critical thinking, effective communications, and problem-solving skills to navigate a complex medical institution and drive patient centric service.

Core Responsibilities

• Monitors and analyzes quantitative service and productivity metrics (i.e., average speed to answer, abandon rate, service level, appointments scheduled, etc.)
• Provides leadership with quarterly reports outlining team’s performance and growth including notable Clinical Practice Department information for process improvement and decision making.
• Work with Quality Management team to monitor and analyze team’s quality and patient satisfaction metrics (i.e., call monitoring for adherence, compliance of registration documentation, etc.).
• Work in coordination with our Workforce Management team to maximize staff productivity and availability within the contact center.
• Works in collaboration with other internal teams to provide cross coverage activities to ensure that UHealthConnect meets customer expectations.
• Works with Quality Management team and Clinical Practice stakeholders in resolving escalated complaints, as necessary.
• Ensures that the appropriate appointment and registration information is documented at time of scheduling.
• Ensures that appointments scheduled are accurate and payors meet time frame for authorization guidelines for financial clearance of appointment prior to patient’s arrival.
• Runs daily productivity report to ensure that team is meeting established standards and goal and performs regular quality assurance reviews to ensure team member are adhering to the policies and procedures.
• Effectively and accurately communicates policy changes and all business operation updates to staff on a timely basis.
• Conducts department wide meetings to maintain two- way communication, problems solving, and relaying information
• Attends meetings, prepares reports and presentations, and gathers and analyzes data regarding trends and changes, providing recommendations and solutions
• Demonstrates positive Human Relations skills, utilizing effective leadership and effective written and oral communication skills
• Stays current on all systems utilized, including telecom systems, CRMs and scheduling and registration modules.

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

Bachelor’s degree or equivalent work experience. Minimum 4 years of relevant experience required Knowledge, Skills, and Attitudes:

• Experience as change agent, motivator, and influencer.
• Experienced critical thinker and problem solver.
• Ability to manage people and provide vision and direction as needed.
• Ability to communicate effectively with staff, leaders, and stakeholders internally and enterprise-wide is critical.
• Ability to manage and coordinate the activities of other employees and ensure a high level of performance.
• Excellent customer service skills a must.
• Ability to maintain effective interpersonal relationships.
• Commitment to the University’s core values.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, coach, develop and train others.
• Proficient in standard computer software (i.e., Microsoft Office) and ability to adopt new systems (Epic EMR, Kyruus, Nice InContact, CRMs, etc).
• Any relevant education, certifications and/or work experience may be considered.

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

UHealth and the University of Miami Health System ("UHealth") 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

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.