Remote Contact Center Supervisor - Patient Access

University of Miami; Medley (FL); Remote; USD 55,000 - 75,000; Full time

Job summary

The University of Miami/UHealth Department of Uhealth Connect is seeking a Full Time Supervisor, Contact Center to work remotely. The role leads a team delivering patient access and registration services, driving empathy, service excellence, and patient-centered care across the UHealth System.

Responsibilities include supervising daily workflows, monitoring KPIs, coordinating with QA and Flight Control, and ensuring compliant, timely authorizations and registrations.

Qualifications

• High School Diploma or equivalent required; Bachelor's degree in a relevant field preferred.
• Minimum 4 years of relevant experience.
• Experience leading teams of 50+ people.
• Comfortable designing and delivering trainings for groups of varying sizes.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervises daily work flows to meet customer satisfaction, quality, productivity, and KPI targets.
• Monitors and analyzes service and productivity metrics (e.g., ASA, abandon rate, service level).
• Partners with Quality Assurance to monitor quality and patient satisfaction metrics.
• Coordinates with Flight Control to maximize staff productivity and availability.
• Collaborates with internal teams to provide cross-coverage for patient access and registration.
• Assist the Patient Access Manager with planning and scheduling call service levels and visit volumes.
• Ensures appointments and authorizations meet timelines for financial clearance.
• Communicates policy changes and business updates to staff promptly.
• Conducts department-wide meetings to foster two-way communication and problem solving.
• Trains and evaluates staff on verification of benefits, authorization, and registration in UChart.
• Administers training programs for new hires and existing staff.
• Uses best-practice motivation techniques and develops contests to boost engagement.
• Conducts formal performance reviews and development plans.
• Establishes and monitors internal controls and adherence to University policies.

Skills

Change agent

Motivator

Training delivery

Communication

People management

Customer service

Interpersonal skills

Leadership

Education

High School Diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Job description

The University of Miami/UHealth Department of Uhealth Connect is seeking a Full Time Supervisor, Contact Center to work remotely. The role leads a team delivering patient access and registration services, driving empathy, service excellence, and patient-centered care across the UHealth System.

Responsibilities include supervising daily workflows, monitoring KPIs, coordinating with QA and Flight Control, and ensuring compliant, timely authorizations and registrations.