• Answer and track incoming calls • Prepare and submit accurate, detailed reports in government systems • Accurately record all details in accordance with procedures • Conduct database and open-source research • Route and escalate calls appropriately • Other duties, as assigned

Role Description The University of Miami/UHealth Department of UHealth Connect has an exciting Full Time opportunity for a Contact Center Associate 3 position to work remotely. Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures. This position involves the delivery of courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional and timely communications with physicians, medical staff, and administrators. Success in this position requires the ability to utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider within a convenient time frame. This position supports the medical school’s vision, mission, and goals. Core Responsibilities: - Serves as team lead and/or subject matter expert in support of the Manager and Supervisor. - Acts as the first point of escalation process for agents as well as customers; handling complaints, questions and queries as necessary. - Ensures that team members follow their schedules properly as designed. - Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner. - Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling. - Ensures a safe and harmonious working environment for all other team members and delegate duties to all team members as needed. - Contributes to special or ongoing projects and assignments that are important to area/process improvement. - Provides support across all services within their assigned team. - Delivers a high level of patient service, with consistent levels of quality and productivity. - Supports their team by serving as subject matter expert in support of their peers. - 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. Qualifications - High School diploma or equivalent - Minimum 3 years of relevant experience - General knowledge of office procedures and operations - Ability to communicate effectively in both oral and written form - Ability to handle difficult and stressful situations with professional composure - Ability to maintain effective interpersonal relationships - Ability to recognize, analyze, and solve a variety of problems - Ability to lead, motivate, develop and train others - Ability to process and handle confidential information with discretion - Skill in completing assignments accurately and with attention to detail - 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.

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. - 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.

• Handle a high volume of outbound and inbound calls daily using an automated dialer system • Connect with new prospective students and provide clear, concise program information • Transfer qualified prospects to campus admissions teams in real time • Schedule appointments when campus staff are unavailable • Follow a defined call flow and quality standards (no strict script, but structured expectations) • Accurately log call activity and outcomes in internal systems • Maintain a consistent pace of calls and productivity throughout the day • Collaborate with team members and leadership to meet performance goals