Remote Contact Center Lead: Patient Scheduling & Support

University of Miami; Medley (FL); Remote; USD 25,000 - 30,000; Full time

Job summary

University of Miami, UHealth Connect, is seeking a Contact Center Associate 3 for a full-time remote role. The position leads staff, coordinates scheduling, and ensures patient registration and triage are handled with accuracy and care.

Responsibilities include supervising escalations, coaching, and driving quality assurance while maintaining confidentiality. This role supports physicians, staff, and administrators across multiple sites within the UHealth system.

Qualifications

• 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 lead, motivate, develop and train others.
• Ability to process and handle confidential information with discretion.
• Any relevant education, certifications and/or work experience may be considered.

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

Office procedures

Effective communication

People leadership

Conflict resolution

Education

High School diploma or equivalent

Job description

University of Miami, UHealth Connect, is seeking a Contact Center Associate 3 for a full-time remote role. The position leads staff, coordinates scheduling, and ensures patient registration and triage are handled with accuracy and care.

Responsibilities include supervising escalations, coaching, and driving quality assurance while maintaining confidentiality. This role supports physicians, staff, and administrators across multiple sites within the UHealth system.