The Manager will be responsible for creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System
Job Summary
The Manager will be responsible for creating and driving a culture of empathy, service excellence 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 rate, service level, appointments scheduled, etc.) and provides leadership with quarterly reports.
The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.
Matching Summary
The Manager will be responsible for creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System.
Skills & Requirements
Must-have
Contact center operations
Patient satisfaction enhancement
Process improvement
Data analysis and reporting
Team leadership and coaching
Customer service excellence
Nice-to-have
Change agent and motivator
Positive communication and feedback
Critical thinking and problem-solving
Commitment to core values
Key Requirements
Bachelor’s degree or equivalent work experience
Minimum 4 years of relevant experience
Proficient in standard computer software and ability to adopt new systems