Contact Center Associate 1 - UHealth Connect Remote
Contact Center Associate 1 - UHealth Connect Remote
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Job Description
Current Employees:
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The Department of UHealth Connect has an exciting opportunity for a fulltime Contact Center Associate 1 (Remote). The individual in this position is part of the UHealth Connect Contact center and will be responsible for supporting 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. Our department thrives on teamwork and collaboration and we know our employees achieve the greatest results when they are working together for a common goal to provide care for our patients. If you enjoy working in a collaborative environment then we have a job for you!
The Contact Center Representative 1 is responsible for scheduling and registering patients for appointments within the University of Miami Health System. Success in 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 within a convenient time frame. This position supports the medical schools vision mission goals and objectives by providing patientcentric access to our worldrenowned medical care.
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 preregistration process and coordinate with the Central Insurance Verification and Patient Access teams to assure preregistration in the appropriate facility prior to the appointment. Ensure all demographic insurance information is accurate complete and up to date on patients 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 abovementioned 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 allinclusive and may be expanded to include other duties or responsibilities as necessary.
MINIMUM QUALIFICATIONS
High School education required
Minimum 1 year of relevant experience in healthcare and/or customer service required.
Must be detail oriented and document information as required and accurately.
Excellent customer service interpersonal communications critical thinking and problemsolving skills.
Computer literate (EPIC scheduling and registration application experience a plus).
Strong written and oral communication skills; bilingual a plus (Spanish Creole).
Pleasant personality and speaking voice essential.
KSA:
Ability to work under a high level of stress with time constrains while maintaining composure and sensitivity to each patients individual situation.
Ability to work independently and multitask in a high stress environment including planning prioritizing organizing coordinating and troubleshooting.
Ability to interact and assist patients of all ages cultural background and with special needs; with a passion for providing excellent service and care.
Ability to communicate effectively with physicians and professional staff.
Able to work in a team environment.
Any appropriate combination of relevant education experience and/or certifications may be considered.
#LINN1
The University of Miami offers competitive salaries and a comprehensive benefits package including medical dental tuition remission and more.
UHealthUniversity of Miami Health System South Floridas only universitybased health system provides leadingedge 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 subspecialties 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. Were the challenge youve 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 timeEmployee Type:
StaffPay Grade:
H2Required Experience:
IC
Employment Type
Full-Time
