Manager, Contact Center

Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet.

Core Job Summary

The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a full time Manager, Contact Center to work remotely.  The individual in this position is part of the UHealthConnect Contact center and as a key member of our Contact Center Operations team, the Manager will support optimal functioning of systems and processes as we work to enhance patient satisfaction, improve patient clinical outcomes through timely appointments and maximize contact center operations for their respective specialty areas. The Contact Center Manager will manage, lead, and inspire contact center staff, and will support their team supervisors through mentorship, coaching and benchmarking. This role is responsible for process improvement and productivity enhancements by using data and feedback from leadership, clinical contacts, and intra-departmental support teams: Physician Logistics, Workforce Management & Quality Management and Training.  The individual in this position is responsible for overseeing a team of contact center supervisors and their direct report agents. Teams typically include up to 50 agents per supervisor ratios and the main function of contact center teams is to provide timely access to healthcare services and patient registration for the University of Miami Health System.  Success in this position requires the ability to manage, motivate and encourage team members through positive communication and feedback. It also requires strong critical thinking, effective communications, and problem-solving skills to navigate a complex medical institution and drive patient centric service.

Core Responsibilities:

• The Manager will be responsible for creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System
• Monitors and analyzes quantitative service and productivity metrics (i.e., average speed to answer, abandon rate, service level, appointments scheduled, etc.) Provides leadership with quarterly reports outlining team’s performance and growth including notable Clinical Practice Department information for process improvement and decision making.
• Work with Quality Management team to monitor and analyze team’s quality and patient satisfaction metrics (i.e., call monitoring for adherence, compliance of registration documentation, etc.).
• Work in coordination with our Workforce Management team to maximize staff productivity and availability within the contact center.
• Works in collaboration with other internal teams to provide cross coverage activities to ensure that UHealthConnect meets customer expectations.
• Works with Quality Management team and Clinical Practice stakeholders in resolving escalated complaints, as necessary.
• Ensures that the appropriate appointment and registration information is documented at time of scheduling. Ensures that appointments scheduled are accurate and payors meet time frame for authorization guidelines for financial clearance of appointment prior to patient’s arrival.
• Runs daily productivity report to ensure that team is meeting established standards and goal and performs regular quality assurance reviews to ensure team member are adhering to the policies and procedures.
• Effectively and accurately 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 Attends meetings, prepares reports and presentations, and gathers and analyzes data regarding trends and changes, providing recommendations and solutions
• Demonstrates positive Human Relations skills, utilizing effective leadership and effective written and oral communication skills Stays current on all systems utilized, including telecom systems, CRMs and scheduling and registration modules.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications:

Bachelor’s degree or equivalent work experience. 

Minimum 4 years of relevant experience required

Knowledge, Skills, and Attitudes: