Clinical Business Operations Representative 1

University of Miami•Miami, FL

13d•Onsite

About The Position

The University of Miami/UHealth Department of Psychiatry is seeking a full-time Clinical Business Operations Representative 1 in Miami, Florida. The role helps resolve issues related to pre- and post-care in daily clinical operations and performs general administrative and receptionist duties, including answering calls, managing patient flow, and obtaining patient care information and records. The representative assists patients courteously and professionally while following divisional and departmental service standards. The position provides administrative and clinical support to departmental providers, including preparing outpatient clinics, scheduling appointments, handling prescription prior authorizations, processing referrals and documents in Epic, and coordinating communications. The representative works independently and collaboratively, maintains confidentiality, follows University and departmental policies and workflows, and may take on additional duties as needed.

Requirements

High school diploma or equivalent.
No previous experience required.
Ability to learn new procedures, technologies, and protocols and adapt to changing priorities and work demands.
Ability to collaborate with others and contribute to a team environment.
Proficiency with office software, technology, and relevant computer applications.
Strong written and verbal communication skills.

Responsibilities

Assist the department in managing expectations related to pre- and post-patient care.
Obtain or review patient demographic and insurance information and referral numbers.
Review clinical records for completeness, including authorizations, signatures, missing data, and other patient information.
Answer and triage incoming calls, respond to questions, direct calls, and document messages in appropriate software.
Greet visitors and callers, handle inquiries, and direct them to appropriate employees.
Work cooperatively with colleagues to resolve problems and support the efficient flow of the practice.
Provide coverage for coworkers' responsibilities when assigned or as needed.
Promote effective communication with physicians, managers, peers, trainees, and staff.
Maintain confidentiality of all information and safeguard University assets while following University and unit-level policies and procedures.
Work independently and collaboratively to achieve team and organizational goals.
Maintain a call response rate of 90% or higher for inbound telecommunications routed through NICE In-Contact.
Provide clinical support to departmental providers.
Complete weekly clinical preparation for outpatient clinics and notify providers in a timely manner.
Schedule patient appointments accurately and efficiently according to departmental guidelines.
Initiate and manage prescription prior authorizations.
Prepare, review, and distribute provider clinical letters accurately within established time frames.
Respond to Shared Services department emails in a timely and effective manner.
Review Epic In-Basket and Communication Relationship Management (CRM) messages and respond within 24–48 hours.
Upload documents and create, attach, and manage referrals through Epic.
Assist with daily distribution of e-faxes and departmental mail correspondence.
Follow administrative clinical workflow schedules and attendance policies.
Maintain strict confidentiality of patient and departmental information.
Perform additional duties or responsibilities as necessary.