Remote Contact Center Supervisor: Patient Access

University of Miami; Oregon; Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Job summary

The University of Miami Health System is hiring a Full-Time Supervisor, Contact Center to lead a team of agents responsible for patient access and registration. This remote role emphasizes coaching, performance management and driving a culture aligned with UM core values to deliver high-quality service.

The role requires strong leadership, change management, training delivery, and a commitment to excellence in a fast-paced healthcare contact center environment, with duties supporting UHealth

Qualifications

• High School Diploma or equivalent is required.
• Bachelor's Degree in a relevant field preferred.
• Minimum 4 years of relevant experience in a contact center or health system setting.

Responsibilities

• Supervises daily workflows to meet customer satisfaction, quality and productivity metrics.
• Monitors service and productivity metrics (e.g., average speed to answer, abandon rate, service level).
• Partners with Quality Assurance to monitor call quality and patient satisfaction metrics.
• Coordinates with internal teams to maximize productivity and coverage.
• Trains and evaluates staff; administers ongoing training programs.

Skills

Change agent

Training delivery

Communication

People management

Customer service

Interpersonal skills

Core values alignment

Team leadership

Staff development

MS Office

Education

Bachelor's degree preferred

High school diploma or equivalent required

Tools

Microsoft Office

Job description

The University of Miami Health System is hiring a Full-Time Supervisor, Contact Center to lead a team of agents responsible for patient access and registration. This remote role emphasizes coaching, performance management and driving a culture aligned with UM core values to deliver high-quality service.

The role requires strong leadership, change management, training delivery, and a commitment to excellence in a fast-paced healthcare contact center environment, with duties supporting UHealth