Role Description The Supervisor Healthcare Call Center is responsible for overseeing the daily operations of a healthcare-focused customer service team supporting members, providers, and healthcare-related inquiries. This role ensures service excellence, compliance with service level agreements, operational efficiency, and team development while fostering a positive customer experience. The ideal candidate is a strong leader with healthcare call center experience, excellent problem-solving abilities, and a passion for coaching and developing teams. - Supervise daily healthcare call center operations to ensure quality customer service, operational efficiency, and compliance with service level agreements (SLAs). - Support representatives with resolving complex customer inquiries while escalating service or operational concerns appropriately to leadership. - Review operational and client reports to ensure data integrity, policy compliance, and accurate transaction processing. - Train, mentor, and coach team members while supporting performance management, employee development, and hiring activities. - Collaborate with internal teams, leadership, and customers to improve processes, support service delivery, and maintain a positive customer experience. Qualifications - Bachelor's degree in business management, healthcare administration, or related field; equivalent combination of education and experience may be considered. - 6+ years of customer service experience, including 2+ years of leadership or supervisory experience. - Healthcare experience preferred, including medical office, pharmacy, insurance, Medicaid/Medicare, healthcare call center, or related healthcare operations. - Experience working with customer service platforms, help desk software, telephone technology, and basic computer applications. - Strong communication, coaching, analytical problem-solving, and organizational skills with the ability to work independently in a remote environment. Requirements - Fully remote opportunity within the United States. - Fast-paced healthcare customer service environment supporting members, providers, or healthcare operations. - Opportunity to lead and develop customer service professionals within a growing healthcare organization. - Work schedules may vary based on business needs, client requirements, and operational demands. - Video camera usage may be required for virtual meetings, trainings, and leadership collaboration. Benefits - The pay range for this position is $45,300.00 - $64,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. - Generous, flexible vacation policy. - 401(k) employer match. - Comprehensive health benefits. - Educational assistance. - A variety of leadership and technical development academies to help build your skills and capabilities.

Role Description We are currently seeking a Resource Center Specialist to join our team. The core schedule is Monday through Thursday (overnight) with availability to work flexible hours with some overtime required. Candidates must be able to work the following schedule: - Friday: 10:00 a.m. – 8:00 p.m. - Saturday: 8:30 a.m. – 6:30 p.m. - Sunday: 8:30 a.m. – 6:30 p.m. - Monday: 10:00 a.m. – 7:30 p.m. Includes one (1) half-hour break per shift. Key Responsibilities: - Convert Adobe PDFs to MS Word and vice versa using firm-issued software. - Clean and format Word documents, including applying styles and cross-referencing. - Generate tables of contents and authorities. - Revise Word documents from handwritten copies or via track changes. - Create labels and letters using Word’s mail-merge feature. - Select appropriate pleading templates for discovery responses. - Compile, edit, and create PDFs with internal/external hyperlinking. - Create bookmarked e-binders, and prepare Adobe forms. - Apply PDF redactions, headers, footers, and bates stamping. - Generate comparisons using MS Word or Litera Compare. - Process DocuSign packets. - Ensure accuracy and quality of all work products. - Create and format PowerPoint presentations using firm-branded templates. - Create and revise diagrams, tables, and organizational charts. - Assist with marketing materials including proposals, face sheets, and placemats. - Create and update Excel spreadsheets using filters, formulas and data analysis tools. - Build pivot and structured tables. - Format spreadsheets for printing or PDF conversion. - Transcribe audio files using Olympus software. - Stay updated on firm technology and software advancements. - Participate in mandatory training sessions, pilot programs, and testing initiatives. - Maintain a secure and distraction-free working environment. - Provide assistance to administrative and legal staff across the firm. - Remain accessible and engage professionally with all levels of personnel. - Handle firm content with discretion and privacy. - Screen, prioritize, and delegate assignments to exceed expectations and meet deadlines. - Manage resource allocation and assist with scheduling. - Supervise and support team members; serve as liaison between team and requestors. - Ensure compliance with operational procedures. - Monitor productivity and quality standards. - Maintain accurate records using the ServiceNow tracking system. - Troubleshoot software issues, including providing impromptu training as needed. - Contribute equitably to the workload. - Attend regular staff meetings. - Exercise confidentiality in sensitive matters. - Promptly answer and manage department and after-hours calls. Qualifications - High school diploma or equivalent required. - Minimum of five years’ experience in a legal Word Processing Center environment. - Advanced proficiency in Microsoft Word, Excel, PowerPoint, Adobe, and Outlook. - Familiarity with iManage Work or similar document management systems. - Experience or knowledge of Photoshop, Visio, DocXtools, Workday, and DocuSign is a plus. - Strong organizational skills, attention to detail, and the ability to manage multiple projects and deadlines. - Ability to work collaboratively in a fast-paced, high-volume environment. Benefits - Generous total compensation package with bonuses and raises awarded in recognition of individual merit-based performance. - Comprehensive benefit program including health and wellness plan, life and disability insurance, flexible spending accounts and a health savings account. - 401(k) plan and profit sharing plan. - Substantial Paid Time Off (PTO) program. Company Description King & Spalding is a leading global law firm with a commitment to excellence, innovation, and the seamless delivery of legal services. We harness innovative technology and exceptional talent to meet the complex needs of our clients in a fast-paced and dynamic legal landscape. We are proud of our remarkably cohesive culture, which now encompasses more than 2,500 lawyers and business professionals worldwide. We seek to attract and develop the very best talent to work with us.

Role Description Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues. Responsibilities - Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times. - Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures. - Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference. - Collects and records accurate patient information according to the AGA Documentation Requirements. - Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary. - Ensures all applicable ancillary services are scheduled at AGA. - Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner. - Mails/Emails information packets to patients who are new to the practice. - Addresses questions regarding patient appointments and requests for information from referring providers. - Accurately provides or counsels patients and/or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary. - Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team. - Answers emails and voicemails and returns patient calls in a timely and efficient manner. - Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts. - Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information. - Participates in staff meetings as directed by the Patient Service Supervisor or Manager. - Participates in marketing activities as directed by the Patient Service Supervisor or Manager. - Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager. - Any other duties and/or special projects as assigned. Qualifications - High School Diploma or GED required; Certified Medical Assistant preferred. - Strong customer service skills and ability to type 45 words a minute are required. - 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred. - Must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications. - Bilingual skills are strongly preferred, but not required. - Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location. Additional Skills and Experience - Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect. - Displays a professional outgoing warm and helpful attitude. - Possesses compassion for dealing with people who are ill and need help. - Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager. - Work under pressure; assess, respond, and communicate issues in a timely manner. - Communicate clearly with patients and coworkers through the telephone, email, and in-person. - Interpret and apply clinical and non-clinical policies and procedures. Physical/Mental/Environmental Demands Requires sitting and standing associated with a normal office environment; travel within the Metro area required.

Role Description 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, problem 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. 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. 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 the 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. We're the challenge you've been looking for.