Manager, Contact Center
University of Miami

Job Info

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Current Employees:

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The Department of UHealth Connect has an exciting opportunity for a full-time Manager, Contact Center to work in Miami, FL. The individual in this position is part of the UHealth Connect 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. The Contact Center Manager will manage, lead, and inspire contact center staff, and will support their team supervisors through mentorship, coaching and benchmarking. This role is responsible for process improvement and productivity enhancements by using data and feedback from leadership, clinical contacts, and intra-departmental support teams: Physician Logistics, Workforce Management & Quality Management and Training.

The individual in this position is responsible for overseeing a team of contact center supervisors and their direct report agents. Teams typically include up to 50 agents per supervisor ratios and the main function of contact center teams is to provide timely access to healthcare services and patient registration for the University of Miami Health System. Success in this position requires the ability to manage, motivate and encourage team members through positive communication and feedback. It also requires strong critical thinking, effective communications, and problem-solving skills to navigate a complex medical institution and drive patient centric service.

The Manager will be responsible for 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.

Contact Center Operations Management

• Ensures Supervisors are engaged with agents to consistently meet performance goals for customer satisfaction, quality, productivity, and key performance metrics or developing plans for improvement.
  
• Monitors and analyzes quantitative service and productivity metrics (i.e., average speed to answer, abandon rate, service level, appointments scheduled, etc.)
  
• Provides leadership with quarterly reports outlining team's performance and growth including notable Clinical Practice Department information for process improvement and decision making.
  
• Work with Quality Management team to monitor and analyze team's quality and patient satisfaction metrics (i.e., call monitoring for adherence, compliance of registration documentation, etc.).
  
• Work in coordination with our Workforce Management team to maximize staff productivity and availability within the contact center.
  
• Works in collaboration with other internal teams to provide cross coverage activities to ensure that UHealth Connect meets customer expectations. Works with Quality Management team and Clinical Practice stakeholders in resolving escalated complaints, as necessary.
  
• Ensures that the appropriate appointment and registration information is documented at time of scheduling.
  
• Ensures that appointments scheduled are accurate and payors meet time frame for authorization guidelines for financial clearance of appointment prior to patient's arrival.
  
• Runs daily productivity report to ensure that team is meeting established standards and goal and performs regular quality assurance reviews to ensure team member are adhering to the policies and procedures.
  
• Effectively and accurately 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
  
• Attends meetings, prepares reports and presentations, and gathers and analyzes data regarding trends and changes, providing recommendations and solutions
  
• Demonstrates positive Human Relations skills, utilizing effective leadership and effective written and oral communication skills
  
• Stays current on all systems utilized, including telecom systems, CRMs and scheduling and registration modules.
  

People Management

• Supervises, orients, train, evaluates and monitors overall staff performance of team supervisors and agents.
  
• Understands and explains key performance metrics.
  
• Engages in initiatives to improve contact center and agent performance.
  
• Monitors success of specialty training programs for new hires and existing staff. Includes annual review of content and trainer selection.
  
• Uses best practice techniques to motivate and encourage agents through positive communication and feedback. Develop contests, awards and themes that increase agents' loyalty, commitment and focus.
  
• Conducts and/or reviews team performance reviews, including annual goal-setting/performance development plans, mid-year performance reviews, and final year- end performance reviews.
  
• Collaborates with the Training Manager to develop and implement resource guides for staff. Serves as subject matter expert during in-service sessions to keep the staff current on all patient access guidelines.
  
• Ensures Supervisors are reviewing employee time records in Workday System and monitors overall management time tracking and performance activities related to timekeeping. Ensures adherence to University policies, procedures, and standards of behavior, and administers corrective actions to staff who do not uphold the same. Supports Supervisors with recruiting and selecting agents who are gifted with delivering courteous and efficient patient centric service
  

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.

MINIMUM QUALIFICATIONS

• Bachelor's degree or equivalent work experience. Any appropriate combination of relevant education, experience and/or certifications may be considered.
  
• Minimum 4 years of relevant experience required
  
• 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 is critical.
  
• 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 appropriate combination of relevant education, experience and/or certifications 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.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

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.

Job Status:
Full time

Employee Type:
Staff

Pay Grade:
c106

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