Patient Access Center Supervisor & Team Leader

University of Miami; United States; Presencial; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Medical benefits

Tuition remission

Descripción de la vacante

The University of Miami Health System is seeking a Supervisor, Contact Center to lead a team of patient access and registration agents. You will drive performance, motivate staff, and ensure service levels align with UM core values.

Responsibilities include monitoring metrics, coordinating with QA and Flight Control, and delivering ongoing training to enhance patient experience and operational efficiency at UHealth.

Formación

• High School Diploma or equivalent is required.
• Bachelor’s Degree in relevant field preferred.
• Minimum 4 years of relevant experience required.
• Experience as change agent, motivator and influencer in a setting employing at least 50 people.
• Comfortable designing and delivering group training.
• Ability to communicate effectively with all types of people at all levels.
• Ability to manage and coordinate activities of other employees to ensure performance.
• Excellent customer service skills.
• 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 plan, delegate and supervise the work of others.
• Ability to lead, motivate, develop and train others.
• Proficiency in Microsoft Office.
• Any relevant education, certifications and/or work experience may be considered.

Responsabilidades

• Supervises daily work flows of staff to meet customer satisfaction, quality, productivity, and KPIs.
• Monitors and analyzes service and productivity metrics (e.g., average speed to answer, abandon rate, service level).
• Partners with Quality Assurance to monitor staff quality and patient satisfaction metrics.
• Coordinates with Flight Control to maximize staff productivity and availability.
• Collaborates with internal teams to provide cross coverage for UM Health System expectations.
• Assists planning and scheduling for call service levels and appointment volumes within 14 days of scheduled appointments.
• Ensures appointments and authorizations meet financial clearance timeframes.
• Communicates policy changes and business updates to staff promptly.
• Conducts department-wide meetings to maintain two-way communication and problem solving.
• Supervises training for new hires and existing staff; refines scheduling of training sessions.
• Uses best practices to motivate agents and provide feedback; develops contests and awards to boost loyalty.
• Conducts formal performance reviews including goal setting and development plans.
• Establishes and assesses internal controls and compliance with University policies.

Conocimientos

Leadership

Communication

Training design

Customer service

Coaching

Educación

High School Diploma or equivalent

Bachelor’s Degree preferred

Herramientas

Microsoft Office

Descripción del empleo

The University of Miami Health System is seeking a Supervisor, Contact Center to lead a team of patient access and registration agents. You will drive performance, motivate staff, and ensure service levels align with UM core values.

Responsibilities include monitoring metrics, coordinating with QA and Flight Control, and delivering ongoing training to enhance patient experience and operational efficiency at UHealth.