Manager, Contact Center

University of Miami•Medley, FL

13h•Remote

About The Position

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. 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.

Requirements

Bachelor’s degree or equivalent work experience.
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 relevant education, certifications and/or work experience may be considered

Responsibilities

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
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 UHealthConnect 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.