Remote Contact Center Supervisor Patient Access

University of Miami; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

The University of Miami/UHealth Connect is seeking a Full Time Supervisor, Contact Center to work remotely. This role oversees a team handling patient access and registration, promoting empathy, service excellence and patient-centered care across UHealth.

You will coach staff, monitor performance metrics, coordinate with QA and other teams, ensure compliance and timely scheduling, and lead training initiatives. The department emphasizes collaboration and exceptional customer service.

Qualifications

• High School Diploma or equivalent is required.
• Bachelor’s Degree in a relevant field is preferred.
• Minimum 4 years of relevant experience required.
• Experience as a change agent, motivator and influencer in a large team setting (50+ staff).
• Strong training design and delivery skills are essential.
• Excellent communication and interpersonal abilities are critical.

Responsibilities

• Supervises daily workflows to meet customer satisfaction, quality, and productivity goals.
• Monitors service metrics (e.g., average speed to answer, abandon rate, service level).
• Coordinates with QA to monitor patient satisfaction and call quality.
• Collaborates with internal teams to provide cross coverage.
• Plans scheduling to meet call service levels and appointment volumes.
• Ensures accurate appointments and payor authorizations prior to patient arrival.
• Communicates policy changes and operational updates to staff.

Skills

Change agent

Motivator

Training design

Communication

People management

Customer service

Interpersonal skills

Leadership

Education

High School Diploma or equivalent

Bachelor's Degree in relevant field preferred

Tools

Microsoft Office

Job description

The University of Miami/UHealth Connect is seeking a Full Time Supervisor, Contact Center to work remotely. This role oversees a team handling patient access and registration, promoting empathy, service excellence and patient-centered care across UHealth.

You will coach staff, monitor performance metrics, coordinate with QA and other teams, ensure compliance and timely scheduling, and lead training initiatives. The department emphasizes collaboration and exceptional customer service.