[Hiring] Contact Center Manager @UOMUOMUS

Role Description

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.

• Manage, lead, and inspire contact center staff.
• Support team supervisors through mentorship, coaching, and benchmarking.
• Responsible for process improvement and productivity enhancements using data and feedback from leadership, clinical contacts, and intra-departmental support teams.
• Oversee a team of contact center supervisors and their direct report agents, typically including up to 50 agents per supervisor.
• Provide timely access to healthcare services and patient registration for the University of Miami Health System.
• Manage, motivate, and encourage team members through positive communication and feedback.
• Strong critical thinking, effective communications, and problem-solving skills required to navigate a complex medical institution and drive patient-centric service.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 4 years of relevant experience required.

Requirements

• Experience as change agent, motivator, and influencer.
• Experienced critical thinker and problem solver.
• Ability to manage people and provide vision and direction as needed.
• Ability to communicate effectively with staff, leaders, and stakeholders internally and enterprise-wide.
• Ability to manage and coordinate the activities of other employees and ensure a high level of performance.
• Excellent customer service skills a must.
• 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, coach, develop, and train others.
• Proficient in standard computer software (i.e., Microsoft Office) and ability to adopt new systems (Epic EMR, Kyruus, Nice InContact, CRMs, etc).
• Any relevant education, certifications, and/or work experience may be considered.

Benefits

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

Company Description

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by groundbreaking 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.

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