University of Miami
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 using the Career worklet, please review this tip sheet. Full Time Supervisor, Contact Center
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. Partners with Quality Assurance team to monitor and analyze team's quality and patient satisfaction metrics. 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. Assists the Patient Access Manager with planning, organizing and scheduling. Ensures that appointments scheduled are accurate. Communicates policy changes and all business operation updates to staff. Supervises, orients, trains, evaluates and monitors on the job performance. Administers training programs for new hires and existing staff. Uses best practice techniques to motivate and to encourage agents. Conducts formal performance reviews. Establishes and continuously assesses the effectiveness of the internal controls within the unit. 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 a 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. The University of Miami offers 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. Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.
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 using the Career worklet, please review this tip sheet. Full Time Supervisor, Contact Center
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. Partners with Quality Assurance team to monitor and analyze team's quality and patient satisfaction metrics. 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. Assists the Patient Access Manager with planning, organizing and scheduling. Ensures that appointments scheduled are accurate. Communicates policy changes and all business operation updates to staff. Supervises, orients, trains, evaluates and monitors on the job performance. Administers training programs for new hires and existing staff. Uses best practice techniques to motivate and to encourage agents. Conducts formal performance reviews. Establishes and continuously assesses the effectiveness of the internal controls within the unit. 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 a 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. The University of Miami offers 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. Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.