Remote Contact Center Supervisor

About the role

The University of Miami Health System is seeking a full‑time Remote Contact Center Supervisor to lead a team of agents who handle patient access and registration. This position plays a key part in delivering empathetic, patient‑centered service across the UHealth network.

Key responsibilities

• Supervise daily workflows to meet performance goals for customer satisfaction, quality, productivity and key metrics.
• Monitor and analyze service metrics such as average speed to answer, abandon rate, service level, and appointments scheduled.
• Partner with Quality Assurance to track call quality, compliance, and patient satisfaction.
• Coordinate with Flight Control to optimize staff productivity and availability.
• Collaborate with internal teams for cross‑coverage and ensure service expectations are met.
• Assist the Patient Access Manager with planning, scheduling, and verification of appointments and authorizations.
• Communicate policy changes and operational updates to the team and conduct department meetings.

Required profile

• Proven ability to manage, motivate and give constructive feedback to a contact‑center team.
• Strong analytical skills to interpret quantitative performance data.
• Excellent communication skills and a focus on creating a purpose‑driven culture.
• Experience in a healthcare or patient‑access environment is preferred.

Required skills

What we offer

• Remote work flexibility.
• Opportunity to contribute to patient‑centered care in a leading health system.
• Collaborative team environment focused on service excellence.