Remote Contact Center Lead – Scheduling & Triage

University of Miami; Florida; Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Job summary

University of Miami Health System (UHealth) is seeking a Contact Center Associate 3 (H) for a remote role in Florida. You will serve as a team lead, guiding staff, scheduling, and ensuring timely, accurate patient registration and communication with physicians and staff.

You will supervise the escalation process, monitor calls for quality, and support initiatives that improve service delivery while maintaining confidentiality and professional standards.

Qualifications

• High School diploma or equivalent required.
• Minimum 3 years of relevant experience.
• Strong communication skills, both written and spoken.
• Ability to handle difficult and stressful situations with professional composure.
• Effective interpersonal relationships and discretion with confidential information.
• Ability to lead, motivate, develop and train others.
• Attention to detail and accuracy in documentation.

Responsibilities

• Serves as team lead and/or subject matter expert in support of the Manager and Supervisor.
• Acts as the first point of escalation for agents and customers; handling complaints, questions and queries.
• Ensures team schedules are adhered to and directs daily duties.
• Monitors calls for quality assurance, including etiquette, registration completeness and accuracy, and triage.
• Maintains a safe, harmonious work environment and delegates tasks as needed.
• Contributes to projects and area/process improvements.
• Provides support across all services within the team.
• Delivers high levels of patient service with consistent quality and productivity.
• Supports the team as a subject matter expert.

Skills

Communication skills

Stress management

Interpersonal skills

Leadership

Attention to detail

Education

High School diploma or equivalent

Job description

University of Miami Health System (UHealth) is seeking a Contact Center Associate 3 (H) for a remote role in Florida. You will serve as a team lead, guiding staff, scheduling, and ensuring timely, accurate patient registration and communication with physicians and staff.

You will supervise the escalation process, monitor calls for quality, and support initiatives that improve service delivery while maintaining confidentiality and professional standards.