Remote Contact Center Lead (Associate 3)

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

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.