Contact Center Associate 2 (H)

The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a Full Time Contact Center Associate 2 to work remote.

Core Job Summary

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 Responsibilities

• 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.

Department Specific Functions

• Provide general information about University of Miami Health System services to patients and community health care providers.

• Schedule and accurately complete full registration for patients requesting appointments with the UHealth system adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately with attention to detail to ensure the highest quality standards.

• Initiate pre-registration process and coordinate with the Central Insurance Verification and Patient Access teams to assure pre-registration in the appropriate facility prior to the appointment. Ensure all demographic insurance information is accurate, complete and up to date on patient’s screen.

• Verification of insurance information, verification of benefits and insurance referral information.

• Verification of private patient insurance information for same day appointments or by request.

• Adhere to standards provided by the HIPPA Privacy Office related to patient privacy and confidentiality.

• Assure ease of patient flow through medical care process.

• Complies with the written guidelines provided by the HIPPA Privacy Office related to patient privacy and confidentiality.

• Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, required ancillary services, cancellation policy).

• Intervene as liaison/advocate for patients, physicians, and staff in facilitating ease of care. Assist in identifying trouble spots and problem patterns in the provision of care.

• Maintain a working knowledge of medical symptoms, signs, and anatomical systems to identify and differentiate type and urgency of medical need.

• Maintain knowledge of insurance referral requirements to ensure access based on third party reimbursement criteria.

• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.

• Performs all above-mentioned tasks by paying attention to detail and providing excellent customer service skills with Patients, Physicians and other related members by following the Standard of Excellence and Accountability policy mandated by the University Of Miami Miller School Of Medicine.

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.