Contact Center Associate 3

This is a remote, full-time staff position within the UHealth Connect department at the University of Miami/UHealth.

About the Role

As a Contact Center Associate 3, you will serve as a Team Lead, providing assistance to staff-level employees to ensure compliance with department policies and procedures. You will assist the supervisor with staffing, report reconciliation, coaching, and other duties. This role involves delivering courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional communication with physicians, medical staff, and administrators. You will utilize the EPIC scheduling system to manage appointments across multiple physicians, resources, specialties, and sites, while applying expertise in medical triage and insurance requirements.

Responsibilities

• Serve as team lead and/or subject matter expert in support of the Manager and Supervisor.
• Act as the first point of escalation for agents and customers, handling complaints, questions, and queries.
• Ensure team members adhere to their schedules and assist the supervisor in directing daily duties to maintain timely, efficient, and knowledgeable call handling.
• Monitor agent calls for quality assurance, including telephone etiquette, registration accuracy, and clinical triage and scheduling.
• Foster a safe and harmonious working environment and delegate duties as needed.
• Contribute to special or ongoing projects aimed at process improvement.
• Provide support across all services within the assigned team.
• Deliver high-quality patient service with consistent levels of quality and productivity.
• Serve as a subject matter expert to support peers.

Requirements

• High School diploma or equivalent.
• Minimum of 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.
• Strong interpersonal skills to maintain effective relationships.
• Ability to recognize, analyze, and solve a variety of problems.
• Leadership skills to motivate, develop, and train others.
• Ability to process and handle confidential information with discretion.
• Attention to detail and accuracy in completing assignments.

Any relevant education, certifications, and/or work experience may be considered.

Benefits

• Competitive salaries.
• Comprehensive benefits package including medical and dental coverage.
• Tuition remission.