Remote Contact Center Supervisor – Patient Access

University of Miami; Miami (FL); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Tuition remission

Competitive salaries

More benefits available

Job summary

University of Miami Health System is seeking a Supervisor, Contact Center to lead a team of patient access and registration agents. You will motivate staff, manage workflow, and ensure performance against key metrics while upholding UM's core values.

This remote, full-time role requires strong leadership, training, and communication skills to coordinate with QA, Flight Control, and other teams, ensuring timely authorizations and accurate scheduling across the UHealth system.

Qualifications

• High School diploma or equivalent is required; Bachelor's Degree in a relevant field preferred.
• Minimum 4 years of relevant experience required.
• Experience supervising a large staff (50+ employees) in a contact center.

Responsibilities

• Supervises daily workflows to meet customer satisfaction, quality, productivity and KPIs.
• Monitors service metrics like average speed to answer and abandon rate.
• Partners with QA to monitor patient satisfaction and call quality.
• Coordinates with Flight Control to maximize productivity.
• Provides cross-coverage with internal teams to meet expectations.
• Plans and schedules call service levels and visits pending verification within 14 days.
• Ensures appointments and payors meet authorization timelines.
• Communicates updates to staff; conducts department-wide meetings.
• Trains and evaluates staff; administers training for new hires.
• Conducts formal performance reviews and development plans.
• Ensures internal controls and adherence to University policies.

Skills

Change agent

Training delivery

Effective communication

Team leadership

Customer service

Interpersonal skills

Core values alignment

Project planning

MS Office

Education

High School diploma or equivalent

Bachelor's degree preferred

Tools

UChart

Job description

University of Miami Health System is seeking a Supervisor, Contact Center to lead a team of patient access and registration agents. You will motivate staff, manage workflow, and ensure performance against key metrics while upholding UM's core values.

This remote, full-time role requires strong leadership, training, and communication skills to coordinate with QA, Flight Control, and other teams, ensuring timely authorizations and accurate scheduling across the UHealth system.