Contact Center Associate 3

Core Summary

Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures. Assist supervisor with staffing, report reconciliation, coaching process, and other duties as assigned. 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.

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.
• Affords assistance to the supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner.
• Maintains oversight of 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 delegates duties to all team members as needed.
• Contributes to special or ongoing projects and assignments that are important to area/process improvement.
• Delivers a high level of patient service, with consistent levels of quality and productivity.
• Serves as subject matter expert in support of their peers.

Core 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

Benefits

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

Pay

Competitive salary offered.

Schedule

This position is full-time.