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The University of Miami/UHealth Sylvester Comprehensive Cancer Center Clinical Research Services has an exciting opportunity for a REMOTE Patient Scheduler 2. The Patient Scheduler delivers exceptional customer service by communicating with patients over the phone to provide necessary information and is responsible for requesting information related to coordination and scheduling of diagnostic therapy and other procedures/treatments for UHealth. The incumbent interacts directly with referring physicians radiologists technologists as well as patients to guarantee smooth coordination of procedures and exams.

CORE SUMMARY:

The Patient Scheduler 2 delivers exceptional customer service by communicating with patients over the phone to provide necessary information and is responsible for requesting information related to coordination and scheduling of diagnostic therapy and other procedures/treatments for UHealth. The incumbent interacts
directly with referring physicians radiologists technologists as well as patients to guarantee smooth coordination of procedures and exam

CORE JOB FUNCTION:

1. Schedules all types of complex exams with attention to detail.
2. Delivers exceptional customer service by answering incoming phone calls or contacting patients by phone to determine exam time.
3. Obtains and verifies necessary demographic and insurance information.
4. Screens and verifies information for ensure accuracy when scheduling exams.
5. Ability to manage high call volumes to ensure best possible customer service by properly education the patient on exam preparation and answering questions.
6. Utilizes multiple computer applications scheduling software network drives to schedule multiple exams within multiple modalities and entities across the UHealth system.
7. Uses complex medical terminology and precise scheduling protocols to ensure compliance such as reviewing and comparing patients previous imaging report to current order.
8. Coordinates processes and timing as required by the physician and facility for special procedures.
9. Notifies appropriate parties if patient requires labs or premedication for allergies oral sedation medication obtain necessary implant information.
10. Adheres to University and unit-level policies and procedures and safeguards University assets.

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:
High School diploma or equivalent required

Experience:
Minimum 2 years of relevant experience required

Knowledge Skills and Abilities:

• Learning Agility: Ability to learn new procedures technologies and protocols and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software technology and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Department Specific Functions

Schedule and coordinate patient appointments at SCCC/UMHC main campus and satellites (infusion procedures laboratory diagnostic testing radiology clinic visits etc.) review protocol calendars and liaise between the financial and clinical teams.

Resolves issues related to changes or updates to patient insurance policies.

Works closely with internal and external stakeholders to ensure scheduling accuracy of research visits as related to billing and protocol compliance to facilitate revenue recovery for standard of care and study charges.

Serves as an internal super user and expert in research charges to ensure appointments are scheduled according to the research study budget and MCA grid to maximize revenue for study and prevent denials for no authorization.

Places appointment notes on each scheduled visit that serve as indicators for patient access and utilization review to obtain authorizations and financial clearance for standard of care items as well as backend billing indicators for the Central Business Offices (CBO) Clinical Research Revenue Cycle team.

Serves as the person performing quality and compliance checks for each study procedure against the MCA grid for the CBOs Clinical Research Revenue Cycle team.

Schedules CTU and In-patient visits into applicable share point calendar to ensure availability of chairs/beds in both the in-patient and out-patient settings.

Links all research visits to the appropriate study within UCHART as required by UMs internal SOPs.

Identifies study team needs issues with scheduling conflicts and other insights that require understanding in order to maintain protocol compliance for trials across all site disease groups.

Maintains professional relationships with physicians clinical staff research staff ancillary departments and patients that reflect positively on CRS/SCCC.

Displays professionalism at all times: Maintains appearance and impression consistent with SCCC standards adhering to dress codes guidelines.

Receives phone calls from internal and external customers. Triages calls appropriately to clinical regulatory or management. Informs appropriate areas and personnel of concerns changes or delays which may affect the protocol subject or sponsor. Attends and participates in at least 75% staff meetings per year.

Attend monthly staff meetings and meetings with ancillary departments (both clinical and financial) to build relationships and define processes needed to maintain compliance with both UM and Medicare billing regulations.

Demonstrates an understanding of medical terminology and procedures related to the prevention detection and treatment of cancer.

Maintains ability to read and understand components of a subjects medical record and appointments including but not limited to radiology and pathology reports operative reports history and physical reports physician and nurses notes discharge summaries treatment protocol descriptions and physicians letters.

Demonstrates willingness to adapt to changing individual and institutional roles needs and environment.

Exhibits a problem-solving attitude; constantly seeks ways to improve processes increase efficiency and find solutions to current situations or to develop new methods and procedures.

Responds positively to feedback from other team members contributing to ongoing performance improvement activities. Assists overloaded team members and helps develop team cohesiveness.

Accepts accountability for actions choices and outcomes; assumes nothing; answers for own conduct and obligations.

Demonstrates independence and high levels of skills with scheduling of complex therapeutic protocols. Serves as a resource to co-workers and ancillary staff.

Promotes harmony and maintains a positive helpful attitude in working with individuals within and outside the work unit.

Consistently provides quality product/services. Understands the necessity for maintaining confidentiality of all sensitive oral paper based and electronic information and restricts the flow of such information to those who have a legitimate need to know.

Bachelors degree preferred. Minimum of 2-year experience with scheduling insurance verification and authorization. Experience in using automated electronic medical record and accessing multiple databases preferred. Oncology or research background preferred. Excellent English skills (both oral and written) required. Any appropriate combination of relevant experience and/or certifications may be considered

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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 Floridas 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. Were the challenge youve been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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