Remote Contact Center Manager – Patient Access & Ops

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 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