Supervisor, Customer Service

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 using the Career worklet, please review this tip sheet. Transforming Lives The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida. With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe. The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service. The University of Miami has an exciting opportunity for Supervisor, Customer Service in the Department of Pathology. The core responsibilities of the role are the following: Supervises a team of customer service staff and ensures service levels are met and/or exceeded. Ensures all staff are trained to deliver exceptional customer service and have the information needed to appropriately analyze and address customer concerns/inquiries. Prepares performance evaluations and goal-setting sessions for all employees. Develops processes and tools to monitor staff performance and use performance metrics to evaluate operations, identify trends, determine areas of opportunity and provide meaningful feedback to staff. Ensures quality measures are communicated to staff and measured consistently. Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Reviews and responds to escalated issues that may affect the service level, efficiency, and productivity of the customer service function. Ensures departmental goals are aligned with organization objectives, achieved or exceeded and adhere to approved budget. Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures. 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 Education: Associate’s degree in relevant field Experience: Minimum 3 years of relevant experience Knowledge, Skills and Attitudes: Ability to recognize, analyze, and solve a variety of problems. Ability to maintain effective interpersonal relationships. Ability to communicate effectively in both oral and written form. Ability to effectively plan, delegate and/or supervise the work of others. DEPARTMENT ADDENDUM Department Specific Functions Assist clinical program manager to oversee Pathology customer care. Supervises the Pathology customer care staffing. Timekeeper (Kronos) for direct reports. Create, review, and update standard operating procedures within the area while providing employee education. Educating patients and providers (internal/external) with regards to departmental policies and procedures. Works with staff members and other supervisors along with the Pathologists in providing optimal customer service workflow. Oversee departmental case management and/or logistics division. Train employees on all tasks and systems. Develops and empowers staff to effectively perform their job. Advises staff and others, providing advice, problem solving assistance, goals, answers questions, and provides policy interpretations. Responsible to create and track staffing productivity. Evaluate and maintain employee records. Attend related meetings. Additional duties as assigned. 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. Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment. 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: c103