Contact Center Associate 2 (H)
University of Miami

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The UHealth Connect Department has an opportunity for a Contact Center Associate 2. The Contact Center Associate 2 supports functions that assist in creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System. The incumbent is possesses a high-level of proficiency with consistent levels of quality and productivity. In addition, the incumbent serves as a subject matter expert in their assigned areas of support, providing guidance to their peers and assisting in on the job training for new hires. This position involves the delivery of courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional and timely communications with physicians, medical staff, and administrators. This position requires the ability to utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider timely.

CORE JOB FUNCTIONS

Delivers a high level of patient service, with consistent levels of quality and productivity.

Assists in identifying trouble spots and problem patterns in the provision of care.

Acts as a subject matter expert in support of their peers.

Trains new agents in scheduling and registration requirements specific to their specialties.

Schedules and registers patients for appointments within the UHealth System and provides general information about the UHealth System services to patients and community health care providers.

Provides support to UHealth System departments and clinics for information inquiries and problem resolution.

Maintains direct communication with providers and staff in the Medical Center and Satellite Offices.

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

Core Qualifications

High School diploma or equivalent

Minimum 2 years of relevant experience

General knowledge of office procedures and operations

Ability to communicate effectively in both oral and written form.

Ability to handle difficult and stressful situations with professional composure.

Ability to maintain effective interpersonal relationships.

Ability to recognize, analyze, and solve a variety of problems.

Ability to lead, motivate, develop and train others.

Ability to process and handle confidential information with discretion. Skill in completing assignments accurately and with attention to detail.

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

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami 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 academic 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 million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:
Full time

Employee Type:
Staff

Pay Grade:
H3