Supervisor, Contact Center

University of Miami•Miami, FL

6d•Remote

About The Position

The Supervisor, Contact Center supervises a team of contact center agents responsible for patient access and registration for the University of Miami Health System. The role manages, motivates, and encourages agents through positive communication and feedback, and builds a call center culture aligned with the University’s core values by fostering a sense of purpose, worthwhile work, and making a difference. The supervisor oversees daily operations and performance, coordinates staffing and cross-coverage, supports patient access and financial-clearance workflows, and communicates operational updates and policy changes. The position also oversees staff orientation, training, performance evaluations, and compliance with University policies and internal controls. The University of Miami describes this as a full-time, remote staff position.

Requirements

High school diploma or equivalent required.
At least 4 years of relevant experience required.
Experience as a change agent, motivator, and influencer in a setting employing at least 50 people.
Ability to design and deliver small- and/or large-group training.
Effective communication with people at all levels.
Ability to manage and coordinate other employees’ activities and ensure high performance.
Excellent customer service skills.
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 plan effectively, delegate, and/or supervise others’ work.
Ability to lead, motivate, develop, and train others.
Proficiency with computer software, such as Microsoft Office.

Nice To Haves

Bachelor’s degree in a relevant field preferred.
Relevant education, certifications, and/or work experience may be considered.

Responsibilities

Supervise staff workflows to ensure customer satisfaction, quality, productivity, and key performance goals are consistently met.
Monitor and analyze service and productivity metrics, including average speed to answer, abandon rate, service level, and appointments scheduled.
Partner with the Quality Assurance team to monitor and analyze quality and patient satisfaction measures, including call adherence and registration documentation compliance.
Coordinate with the Flight Control team to maximize staff productivity and availability.
Collaborate with internal teams on cross-coverage activities to meet customer expectations.
Assist the Patient Access Manager with planning, organizing, and scheduling for expected call service levels and visits pending verification and authorization within 14 days of appointments, including same-day appointments and add-on in-office procedures for the UMMG Practice.
Ensure appointments are scheduled accurately and payors meet authorization time frames for financial clearance before patients arrive.
Communicate policy changes and business-operation updates to staff in a timely manner, and conduct department-wide meetings to support communication, problem solving, and information sharing.
Supervise, orient, train, evaluate, and monitor staff responsible for benefit verification, authorization, and insurance registration in UChart.
Administer training programs for new hires and existing staff, including refining and scheduling training sessions.
Use positive communication and feedback to motivate agents; develop contests, awards, and themes to increase loyalty, commitment, and focus.
Conduct formal performance reviews, including annual goal setting and performance development plans, mid-year reviews, and year-end reviews.
Establish and assess the effectiveness of unit internal controls and ensure compliance with University policies and procedures.
Ensure employees are trained on applicable controls, policies, and procedures.
Perform other duties or responsibilities as necessary.