Contact Center Associate 3 (H)

This is a remote, full-time staff position within the UHealth Connect department of 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 processes, and other duties as assigned. This role involves delivering courteous and efficient service to patients, accurately documenting and verifying patient registration information, and ensuring 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. You will apply expertise in medical triage and understanding of government and commercial insurance requirements to schedule patients with the appropriate provider within a convenient time frame.

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 as well as customers, handling complaints, questions, and queries as necessary.
• Ensure team members follow their schedules as designed.
• Assist the team supervisor with directing daily duties and communication to ensure calls are answered in a timely, efficient, and knowledgeable manner.
• Monitor agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
• Ensure a safe and harmonious working environment for all team members and delegate duties as needed.
• Contribute to special or ongoing projects and assignments that drive area/process improvement.
• Provide support across all services within the assigned team.
• Deliver a high level of patient service with consistent quality and productivity.
• Serve as a subject matter expert to support peers.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties or responsibilities as necessary.

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.
• 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 and dental coverage.
• Tuition remission.