Director, Contact Center

Job description

Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet . CORE JOB SUMMARY: The Director, Contact Center plans and executes all Call Center operations. The Director, Contact Center manages staff and develops processes to ensure continuous improvement in the delivery and quality of services. The Director, Contact Center executes the vision for the operation and is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The incumbent manages the performance metrics which include call efficiency, low average speed of answer, low abandonment rate, high staff utilization, high adherence, and occupancy metrics. CORE JOB FUNCTIONS: 1. Oversees activities related to scheduling new patient appointments including scheduling and registration of appointments, proper data entry of all insurance classifications, coverages, and guarantor information, and attainment of accurate financial, a...