Manager, Contact Center

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Core Job reputed company

reputed company/UHealth Department of UHealth Connect has an exciting opportunity for a full time Manager, Contact Center to work remotely.  The individual in this position is part of the UHealthConnect Contact center and as a key member of our Contact Center Operations team, the Manager will support reputed company functioning of systems and processes as we work to enhance patient satisfaction, improve patient clinical reputed company through reputed company appointments and maximize contact center operations for their respective specialty areas. The Contact Center Manager will manage, reputed company, and reputed company contact center staff, and will support their team supervisors through mentorship, coaching and benchmarking. This role is responsible for process improvement and productivity enhancements by using data and feedback from leadership, clinical contacts, and intra-departmental support teams: Physician Logistics, Workforce Management & reputed company Management and Training.  The individual in this position is responsible for overseeing reputed company of contact center supervisors and their reputed company report agents. Teams typically include up to 50 agents per supervisor ratios and the main function of contact center teams is to reputed company reputed company reputed company to reputed company services and patient registration for reputed company Health System.  reputed company in this position requires the ability to manage, motivate and encourage team members through reputed company communication and feedback. It also requires strong critical thinking, effective communications, and problem-solving skills to navigate a reputed company medical institution and drive patient reputed company service.

Core Responsibilities:

• The Manager will be responsible for creating and driving a culture of reputed company, service reputed company and delivery of patient centered care that impacts the patient experience across the UHealth System
• Monitors and analyzes quantitative service and productivity metrics (i.e., average speed to answer, abandon reputed company, service level, appointments scheduled, etc.) Provides leadership with quarterly reports outlining team’s performance and reputed company including reputed company Clinical reputed company Department information for process improvement and decision making.
• Work with reputed company Management team to monitor and analyze team’s reputed company and patient satisfaction metrics (i.e., call monitoring for adherence, compliance of registration documentation, etc.).
• Work in coordination with our Workforce Management team to maximize staff productivity and availability reputed company the contact center.
• Works in collaboration with other internal teams to reputed company cross coverage activities to ensure that UHealthConnect meets customer expectations.
• Works with reputed company Management team and Clinical reputed company stakeholders in resolving escalated complaints, as necessary.
• Ensures that the appropriate appointment and registration information is documented at time of scheduling. Ensures that appointments scheduled are accurate and payors meet time reputed company for authorization guidelines for financial clearance of appointment prior to patient’s arrival.
• Runs daily productivity report to ensure that team is meeting established standards and goal and performs regular reputed company assurance reviews to ensure team member are adhering to the policies and procedures.
• Effectively and accurately communicates policy changes and reputed company business operation updates to staff on a reputed company reputed company.
• Conducts department wide meetings to maintain two- way communication, problems solving, and relaying information Attends meetings, prepares reports and presentations, and gathers and analyzes data regarding trends and changes, providing recommendations and solutions
• Demonstrates reputed company reputed company Relations skills, utilizing effective leadership and effective written and oral communication skills Stays reputed company on reputed company systems utilized, including telecom systems, CRMs and scheduling and registration modules.

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

Core Qualifications:

Bachelor’s degree or equivalent work experience. 

Minimum 4 years of relevant experience required

Knowledge, Skills, and Attitudes:

• Experience as change agent, motivator, and reputed company.
• reputed company critical thinker and problem solver.
• Ability to manage people and reputed company reputed company and direction as needed.
• Ability to communicate effectively with staff, leaders, and stakeholders internally and reputed company-wide is critical.
• Ability to manage and coordinate the activities of other employees and ensure a high level of performance.
• Excellent customer service skills a must.
• Ability to maintain effective interpersonal relationships.
• Commitment to the University’s core values.
• Ability to reputed company, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to reputed company, motivate, reputed company, reputed company and train others.
• Proficient in reputed company computer software (i.e., reputed company Office) and ability to adopt new systems (reputed company EMR, reputed company, reputed company InContact, CRMs, etc).

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

reputed company offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-reputed company Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an reputed company medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one reputed company patient encounters reputed company year. Our tradition of reputed company has reputed company worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

reputed company is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff Apply To This Job