Supervisor, Contact Center (H)

The University of Miami/UHealth Department of Uhealth Connect has an exciting opportunity for a Full Time Supervisor, Contact Center to work Remotely. The individual in this position is part of the UHealth Connect Contact center and will be responsible for supporting functions that assist in creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System. Our Department thrives on teamwork and collaboration, and we know our employees achieve the greatest results when they are working together for a common goal. The incumbent 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. Success in this position requires the ability to manage, motivate and encourage agents through positive communication and feedback. This role also requires being available to affect the entirety of the team's operations by effectively building call center culture according to our 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.

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:

High School Diploma or equivalent is required, Bachelor’s Degree in relevant field preferred

Minimum 4 years of relevant experience required

Knowledge, Skills and Attitudes:

• 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.