Supervisor, Contact Center

About the role

The University of Miami Health System is seeking a full‑time Remote Supervisor for its Contact Center. The role leads a team of agents who handle patient access, registration, and insurance verification, ensuring a high‑quality experience for patients and providers.

Key responsibilities

• Supervise daily workflows of contact‑center staff to meet performance goals for customer satisfaction, quality, and productivity.
• Monitor and analyze service metrics such as average speed to answer, abandon rate, service level, and appointments scheduled.
• Partner with the Quality Assurance team to review call quality, compliance, and patient‑satisfaction metrics.
• Coordinate with the Flight Control team to optimize staff availability and productivity.
• Collaborate with internal departments to provide cross‑coverage and maintain service standards.
• Assist the Patient Access Manager with planning, scheduling, and verification of benefits and authorizations.
• Communicate policy updates and conduct department meetings for two‑way communication.
• Orient, train, evaluate, and coach staff on benefit verification, authorization, and registration using UChart.
• Develop motivational programs, contests, and awards to boost agent engagement.

Required profile

• Proven experience supervising a contact‑center or call‑center team, preferably in a healthcare setting.
• Strong analytical skills to interpret performance and quality metrics.
• Excellent communication and coaching abilities.
• Ability to manage scheduling, staffing, and cross‑functional collaboration.
• Knowledge of patient access processes, insurance verification, and authorization workflows.

Required skills

• UChart