Supervisor, Contact Center

University of Miami; United States; Vor Ort; USD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Medical benefits

Tuition remission

Zusammenfassung

The University of Miami Health System is seeking a Supervisor, Contact Center to lead a team of patient access and registration agents. You will drive performance, motivate staff, and ensure service levels align with UM core values.

Responsibilities include monitoring metrics, coordinating with QA and Flight Control, and delivering ongoing training to enhance patient experience and operational efficiency at UHealth.

Qualifikationen

• High School Diploma or equivalent is required.
• Bachelor’s Degree in relevant field preferred.
• Minimum 4 years of relevant experience required.
• Experience as change agent, motivator and influencer in a setting employing at least 50 people.
• Comfortable designing and delivering group training.
• Ability to communicate effectively with all types of people at all levels.
• Ability to manage and coordinate activities of other employees to ensure performance.
• Excellent customer service skills.
• Ability to maintain effective interpersonal relationships.
• Commitment to the University’s core values.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to plan, delegate and supervise the work of others.
• Ability to lead, motivate, develop and train others.
• Proficiency in Microsoft Office.
• Any relevant education, certifications and/or work experience may be considered.

Aufgaben

• Supervises daily work flows of staff to meet customer satisfaction, quality, productivity, and KPIs.
• Monitors and analyzes service and productivity metrics (e.g., average speed to answer, abandon rate, service level).
• Partners with Quality Assurance to monitor staff quality and patient satisfaction metrics.
• Coordinates with Flight Control to maximize staff productivity and availability.
• Collaborates with internal teams to provide cross coverage for UM Health System expectations.
• Assists planning and scheduling for call service levels and appointment volumes within 14 days of scheduled appointments.
• Ensures appointments and authorizations meet financial clearance timeframes.
• Communicates policy changes and business updates to staff promptly.
• Conducts department-wide meetings to maintain two-way communication and problem solving.
• Supervises training for new hires and existing staff; refines scheduling of training sessions.
• Uses best practices to motivate agents and provide feedback; develops contests and awards to boost loyalty.
• Conducts formal performance reviews including goal setting and development plans.
• Establishes and assesses internal controls and compliance with University policies.

Kenntnisse

Leadership

Communication

Training design

Customer service

Coaching

Ausbildung

High School Diploma or equivalent

Bachelor’s Degree preferred

Tools

Microsoft Office

Jobbeschreibung

Core Summary

The Supervisor, Contact Center is responsible for supervising a team of contact center agents who are responsible for patient access and registration for the University of Miami Health System. The incumbent will manage, motivate, and encourage agents through positive communication and feedback. This Supervisor, Contact Center will build call center culture according to UM’s core values promoting and fostering an environment where staff feels a sense of “purpose, worthwhile work, and making a difference.

Core Responsibilities

• Supervises over the daily work flows of staff to ensure performance goals for customer satisfaction, quality, productivity, and key performance metrics are consistently met.
• Monitors and analyzes quantitative service and productivity metrics (i.e. average speed to answer, abandon rate, service level, appointments scheduled, etc.).
• Partners with Quality Assurance team to monitor and analyze team’s quality and patient satisfaction metrics (i.e. call monitoring for adherence, compliance of registration documentation, etc.).
• Coordinates with Flight Control team to maximize staff productivity and availability within the contact center.
• Collaborates with other internal teams to provide cross coverage activities in order to ensure that UHealth Connect meets customer expectations.
• Assists the Patient Access Manager with planning, organizing and scheduling for the daily expected call service level, volumes of visits pending verification and authorization within 14 days of scheduled appointment, including same day appointments and add-on in office procedures for the UMMG Practice.
• Ensures that appointments scheduled are accurate and payors meet time frame for authorization guidelines for financial clearance of appointment prior to patient’s arrival.
• Communicates policy changes and all business operation updates to staff on a timely basis.
• Conducts department wide meetings to maintain two- way communication, problems solving, and relaying information.
• Supervises, orients, trains, evaluates and monitors on the job performance for staff responsible for verification of benefits, obtaining authorization and registration of insurance information in UChart.
• Administers training programs for new hires and existing staff including refining and scheduling appropriate training sessions.
• Uses best practice techniques to motivate and to encourage agents through positive communication and feedback.
• Develops contests, awards and themes that increase agents' loyalty, commitment, and focus.
• Conducts formal performance reviews, including annual goal-setting/performance development plan, mid-year performance review, and final year-end performance review.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
• Ensures employees are trained on controls within the function and on University policy and procedures.

CORE QUALIFICATIONS

• High School Diploma or equivalent is required.
• Bachelor’s Degree in relevant field preferred.
• Minimum 4 years of relevant experience required.
• Experience as change agent, motivator and influencer in a setting employing at least 50 people.
• Comfortable designing and delivering small and/or large group training.
• The ability to communicate effectively with all types of people at all levels is critical.
• Ability to manage and coordinate the activities of other employees and ensure a high level of performance.
• Excellent customer service skills.
• Ability to maintain effective interpersonal relationships.
• Commitment to the University’s core values.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop and train others.
• Proficiency in computer software (i.e. Microsoft Office).
• Any relevant education, certifications and/or work experience may be considered.

Benefits

• Competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine.

As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care.

We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status: Full time Employee Type: Staff

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.

Visit welcome.miami.edu/about-um to learn more about our points of pride.

The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.

The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.