Supervisor, Contact Center

University of Miami•Miami, FL

7d•Remote

About The Position

The Supervisor, Contact Center oversees 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 while fostering a culture aligned with the University of Miami’s core values. The supervisor oversees daily workflows and performance, works with quality assurance and flight control teams, and coordinates with internal teams to maintain service levels and meet customer expectations. The role also supports planning and scheduling, appointment accuracy, insurance verification and authorization, staff training and performance reviews, and compliance with University policies and procedures. Duties may be expanded as necessary.

Requirements

High school diploma or equivalent.
At least 4 years of relevant experience.
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.
Ability to communicate effectively with people at all levels.
Ability to manage and coordinate employee 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 and delegate and/or supervise the work of others.
Ability to lead, motivate, develop, and train others.
Proficiency with computer software, including 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 and 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 assess team quality and patient satisfaction, 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 volumes, visits pending verification and authorization, same-day appointments, and add-on procedures.
Ensure appointments are accurately scheduled and payor authorization guidelines are met for financial clearance before patient arrival.
Communicate policy changes and operational updates to staff in a timely manner.
Conduct department-wide meetings to support two-way communication, problem solving, and information sharing.
Supervise, orient, train, evaluate, and monitor staff performance in benefits verification, authorization, and insurance registration in UChart.
Administer training programs for new and existing staff, including refining and scheduling training sessions.
Use positive communication and feedback to motivate and encourage agents.
Develop contests, awards, and themes to increase agent loyalty, commitment, and focus.
Conduct formal performance reviews, including annual goal setting and development plans, mid-year reviews, and year-end reviews.
Assess the effectiveness of internal controls and ensure compliance with University policies and procedures.
Ensure employees are trained on applicable controls, policies, and procedures.